Landmark Home Warranty Reviews
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About Landmark Home Warranty
Landmark Home Warranty offers coverage for home appliances and systems — including air conditioning, furnaces and plumbing — in Arizona, Idaho, Nevada, Oregon, Texas and Utah. The company merged with American Home Shield in 2023 — as of publishing, any new Landmark warranties will be provided by American Home Shield.
- System tune-ups
- No-fault coverage included
- Pest control
- Coverage not available in all states
Landmark Home Warranty Reviews
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- 4,880,395 reviews on ConsumerAffairs are verified.
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- We use intelligent software that helps us maintain the integrity of reviews.
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Reviewed April 6, 2019
A/C service - Service techs was prompt and friendly and they were clean and efficient. No problems. Repairs required three days due to need to order parts. I had a different tech each day. Each took over where the previous tech left off so the repair went well.
Dear David,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed April 6, 2019
We got our Landmark Home Warranty when purchasing our home 8 1/2 years ago. They have taken care of several Air Conditioner outages, a garage door opener breakdown and water heater failure. Their quick service, honest dealings and quality contractors have encouraged us to renew our warranty every year since. I would highly recommend Landmark Home Warranty to anyone looking to protect their home against unforeseen circumstances and expense.
Dear Steve,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to be able to continue providing you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed April 6, 2019
I have used services 4 times for heating and air check-up, leaky pipe, and dishwasher. I have always had very fast, efficient service and follow up. The techs that have been sent out were above and beyond knowledgeable. Prices are fair. Have not encountered any problems.
Dear Janet,
We are pleased to hear that we have been able to service you in a timely manner! We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed April 6, 2019
In my opinion, getting the repair work done required too many interactions w/ Landmark via email and phone. The process definitely could be streamlined. I was very happy with the repair (plumber, 03/16/2019.)
Dear Sandra,
We are glad to see that we have been able to provide you with 3-star service! We would be happy to hear your feedback on what we can do to provide you with 5-star services as it provides great insights on how we can improve to better serve our homeowners.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed March 29, 2019
This company is a complete scam. Stay very far away from this place. Send in very unprofessional people and won't cover what they say they will. Charge for an AC tune-up and it's only an inspection to deny coverage and try to upsell you. Don't waste your money.
Dear Adam,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear that you feel this way. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed March 25, 2019
I first noticed an issue with my oven in December of 2017. It was not pre-heating appropriately. We had a service technician come out provided through Landmark and attempt to fix the issue. They had to come out several times and I was assured that the issue was fixed as the technician tested the oven. Unfortunately this is not an issue that is easy to identify if it is working or not for someone without the proper tools due to it's nature and I identified that the oven was not working still sometime later. The oven was never fixed and when I contacted Landmark to let the know the oven had never been fix, they informed me I had to place another request and pay another $70, and have another technician come out to address the oven again. Again the oven was "fixed" and tested, assured that it was working. The oven was in fact not working still even though a second claim was filed and I was assured it was fixed.
I contacted Landmark in November asking them to come fix the oven for a third time when I noticed it was still not preheating appropriately. I was told I would have to pay a third time for this claim even though the oven had not been fixed the first or second time and there was documentation of both of these claims. In late December my oven door fell off. What had happened during all of this time with them messing with the oven is they had never noticed that the screws were loose and/or missing, this put additional and unnecessary strain on the oven door, and the door fell off. I believe that the contractors may have contributed to this issue since they had been out so many times messing with my oven.
Now I am being told that Landmark will not cover the repair of my oven door because it is not normal wear and tear. I understand that this is not normal wear and tear, but the reason that it happened in the first place is because of the technicians hired by their company hired to fix my oven did not identify the root of the issue and/or caused the problem to begin with. The company they hired did a terrible job with the repair each time they came out, they have horrible customer service, and overall I was extremely unsatisfied with the service they provided. I filed a complaint with Landmark against them each time they came out.
The door falling off is Landmark and their contractors fault. They are responsible and need to cover the cost of the replacement yet I am being told no. I have now paid $210 to Landmark in service fees as well as my monthly payment with no resolution of my original issue. If this needs to be covered on the end of the contractor as it is their fault the issue arose in the first place, then Landmark should have coordinated that. Yet I am being given the run around and disrespected. I have reached out to numerous customer service representatives as well as when I cancelled my warranty someone reached out to me to ask why. When I told them what had happened they did not acknowledge my concerns in any way and just informed me that my service was officially cancelled. I do not recommend this company in any way, shape, or form.
Dear Kayla,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience with your oven.
A service call fee is required for every service request that is opened. There are a couple of months between your oven service requests. The warranty guarantee’s our contractor’s work. If your unit was not repaired, you have 30 days to reach out to Landmark to open up a recall ticket. If it is the same issue, there will not be another service call fee required. If the issue is not related to the original concern, there will be another service call fee.
Due to your warranty being in an inactive status, the warranty will be unable to assist you further. The warranty’s guidelines do state that we are not responsible for any consequential damage done by the contractor. If you feel the contractors are at fault, you will need to work with them privately. Landmark ensures that the independent contractors that work with us are licensed, bonded, and insured for these situations.
If you are interested in reinstating your warranty, I would be happy to look into your oven service requests in more detail. Please reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed March 21, 2019
I am very disappointed with Landmark Home Warranty. I opened 3 tickets in the past 18 months all for the same leakage problem in my pool cartridge filter. In each ticket, an assigned contractor visited my pool twice. The first time, a contractor took pictures and told me it couldn’t be fixed and needed to be replaced and, on the second time, 2 days later, another contractor came and said that the filter could be fixed (he mentioned that he put a bandage on it? I am still unsure as to what this means). A few months later, the cartridge filter leaked again. I opened another ticket and, again, two contractors visited. The first contractor it needed to be replaced. The other said that the filter was fixable. This ticket ended with the same fix (another bandage).
Last week, this cartridge filter broke again. Landmark rejected to pay for the replacement due to “freezing” reasons, even though the day that the filter broke had warm weather and we had a history of recurring issues with this filter. I’m extremely dissatisfied with the service that Landmark has provided me thus far-multiple contractors with conflicting opinions and repetitive unsuccessful solutions that have led to a filter that is still broken.
Dear Kent,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience with your pool filter. As your most recent visits with the contractors were within the last 30 days if you are still experiencing the failures with the filter. We can issue a recall ticket and have the contractor come back out to resolve the leaking filter. If a recall ticket is needed, please do not hesitate to reach out to us to have that issued. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly.
Sincerely,
Cheyenne RapierCustomer Relations Manager
Reviewed March 20, 2019
Our realtor suggested Landmark when we bought our new home based on his experience with previous customers. I'm glad we took his advice. We already used the service several times over the last year, plus used them to re-key the front door when we moved in. They are easy to work with, cover everything in our plan as described and usually get a tech out to the house as fast as the same day called. They stay in touch throughout the repair to make sure it's done right and we are satisfied. I plan to renew again.
Dear Bob,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home and hope to continue providing you with remarkable service. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed March 19, 2019
We first started using in 2007 and have not regretted selecting Landmark. We have used Landmark for two homes and have consistently received timely, accurate service. The process is initiate a claim is simple and there is excellent follow through from their representatives. The service vendors have also provided excellent services in scheduling and repair or replacement.
Dear Earlene,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home and hope to continue providing you with remarkable service. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed March 19, 2019
We have used the service for a few washer repairs, a potential water leak, and yearly A/C tune-ups. All service calls have been taken care of according to the contract and we've been happy with the providers they sent to do the work.
Dear Jennifer,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home and hope to continue providing you with remarkable service. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed March 16, 2019
Please make sure you request contract before purchasing home warranty with Landmark. My microwave stopped working. I called for service repair, they charge $70 every time they send someone to diagnose the issue which I am ok with. When tech came in he found out that my microwave is not repairable. My microwave cost over $400+ repair is about $800. Landmark is said they can only pay $244. Remember this built-in microwave. When I talked with their customer service that stated under section 9 on contract:
9. LHW reserves the right to provide cash in lieu of repair or replacement when an item is not repairable and a replacement item is no longer available. The cash in lieu amount is the dollar amount LHW would pay (which can be less than retail cost) for parts and labor of said covered items, less the incurred cost of the contractor's diagnosis. Once cash in lieu is provided, LHW is no longer responsible for repair or replacement of the system or appliance for the duration of the Contract.
I am super upset because they are refusing to repair my microwave.and choosing to give me for very cheap microwave for$244 way less of what my microwave worth. Only what I need is to repair or replace it and they are not giving me any option. I would like to worn other, save yourself for headache. I regret having them as my home warranty. Still fighting???
Dear Beatrice,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience with your microwave.
As you have stated, the warranty does reserve the right to provide you with a cash in lieu of replacement. The cash in lieu is based on a comparable unit at Landmark’s cost, which may be less than retail. We compare in capacity, efficiency, and features, but do not compare in brand, color, and dimensions. If you do not find the unit comparable to your current microwave, please inform me of your concerns and I will be able to review the cash in lieu.
If you wish to move forward with repairs, you can use the cash in lieu to assist you with the costs of repairs. After the acceptance of the cash in lieu, you are welcome to continue work with our contractor or utilize a contractor of your choice.
At this time, we are pending your final decision. We will need the name and address you would like the check sent to.
We look forward to hearing from you soon.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed March 14, 2019
I've had to use my warranty twice. Each time the issue was resolved within 24 hours. I had my garbage disposal and refrigerator replaced the first time, and then my toilet fixed the second time. Definitely will keep my warranty.
Dear Jarrod,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home and hope to continue providing you with remarkable service. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed March 13, 2019
Overall I would recommend Landmark. They may not cover everything; however, if you have an older house with a pool it’s worth it. You just pay a service fee and then it’s pretty smooth after that, good co.
Dear Michael,
Thank you for taking the time to share your feedback. We are glad to see that our agents and contractors have been able to provide you with 4-star service! We would be happy to hear your feedback on what we can do to provide you with 5-star services as it provides great insights on how we can improve to better serve our homeowners. Please feel free to reach out to me directly via email.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed March 13, 2019
Fast, reliable service and communication. Follow up emails are prompt and informative. All phone calls have been friendly and clear on next steps. Overall, all reps have been courteous and sympathetic regarding our needs.
Dear Angela,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home and hope to continue providing you with remarkable service. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed March 12, 2019
We have, unfortunately, had to use our home warranty through Landmark Home Warranty several times. Each and every time we received exceptional customer service that was fast and friendly. We were never charged for any services above and beyond the terms in our contract. I recommend them to everyone!
Dear Kelley,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home and hope to continue providing you with remarkable service. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed March 10, 2019
Stay away from this company like the plague. They are a total scam. They will find ANY reason to not pay you. I have had a Landmark Warranty for four years and have spent over $2200 for the warranty premiums in that time. During the four years I've had 3-4 claims and gotten 0 value from them. I've been extremely disappointed with their service on every one.
Some examples: I had pool coverage. I had a leaking filter that was clearly covered. They wouldn't cover it though because removing the sand is not covered. How would you make any leak repair then? If you have a pipe leak, they'll fix the leak but not repair ANY damage it did, and they don't cover the drywall and paint repair to access. The pipe repair ($50), the other costs to complete the repair $600. I paid extra for roof coverage. Guess what, you're limited to $1000 for any repair, and if the leak is over the garage, not covered. If the repair mentions flashing, not covered. Guess where 90% of the leaks are on roofs? They know this! So you pay $100+ a year for a roof warranty that is limited to $1000 for the most unlikely spots to repair. Guess who wins? The salespeople don't tell you this!
I'm done with them. The thing is if you try to cancel your warranty in mid-term (which legally you're allowed to) they make that virtually impossible because you have to do it with a special person that won't return your calls. This is pure fraud. The other factor is that they only seem to hire the lowest rated contractors to do the work (probably because good contractors won't accept their cut rates). Therefore, the work you get done will probably be subpar. The salespeople claim the warranty covers everything but when you have a claim, there's always a technicality they claim to not cover it, not cover the expensive part, or make you pay a large portion of it. Trust me and learn from my mistake. Don't go with this company. Let's see if I get the generic, "Sorry you feel this way, please contact me directly" reply below from their customer service. Guess what, I've already tried to do that, and no one calls me back.
Dear Jim,
Thank you for taking the time to share your experience. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it.
For your pool service request, the sand needed to be removed from your filter for the repair to be performed. This is considered an access issue. The warranty, unfortunately, does not cover to provide access to a covered repair.
As for the drywall, you were offered a cash out to bring your drywall back up to a rough finish this includes the mud, tape, drywall. Due to your experience, you were also refunded the service call fee.
A retention representative has been reaching out to you in regard to your cancellation request. She would like to go over options to assist you with your service request. Please respond to her e-mail or reach out to us at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed March 7, 2019
Our over the range microwave stopped heating. The technician was here within 2 days to estimate. The quote was high for repairs so Landmark responded that same day and paid us out for a brand new microwave of our choice. We were very lucky we had a great warranty. Save us a few hundred bucks! I love that we can file claims online and response is same day.
Dear Roseann,
Thank you for taking the time to share your feedback. We are glad to see that our agents and contractors have been able to provide you with 4-star service! We would be happy to hear your feedback on what we can do to provide you with 5-star services as it provides great insights on how we can improve to better serve our homeowners. Please feel free to reach out to me directly.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed March 4, 2019
I was having a case of "pilot error". Called your "customer service" and the ever cheerful lady that helped me, made my commitment of over $100 a month for 2 homes, MARVELOUS. THANK YOU whomever you are... Adios & God bless all y'all.
Dear Richard,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home and hope to continue providing you with remarkable service. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed March 4, 2019
I have signed up for a home warranty and made one claim to have my locks re-keyed and it worked pretty well. The contractor they used was good and the booking process wasn't too bad. The payments that went through my escrow account were a small issue for the booking team but after some time on the phone we got it worked out.
Dear Brian,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home and hope to continue providing you with remarkable service. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Feb. 26, 2019
To whom it may concern: On February 26th, we woke up to a leaking water heater. I immediately called landmark and they set up to have one of their independent contractors come out. The contractor came at their scheduled time and assessed the issue. Everything was going well up until I received an email with out of pocket costs from Landmark. The out pocket costs included accessory items that were needed to complete the job and a fee for a “2nd man.”
Initially, we were told that labor would be paid for. Now they come and say since a 2nd man is needed to replace the unit it is considered an additional. In the contract it states any additional charges needed to replace or install a unit is not covered. In my opinion labor is labor. The additional charge is for a 2nd man/labor.
I called and spoke with 3 managers, Kar, Kylie, and Prond. Each of them would pass the phone to each other and read to me the same line in the contract. The contract doesn’t say anything about if a 2nd man needed to install or remove a unit it would not be covered. I needed clarification and asked to speak with somebody above them because I now feel taken advantage of and not appreciated as a customer. I’m not renewing my contract with Landmark to feel unappreciated or feel like I’m just another service call. All three managers were rude and felt that I was wasting their time. This review will placed on all social media and review forums I have access to. The community needs to know what they could experience with Landmark before being locked in with them like I did. This was my first time using them and my last.
Dear Maryanna,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your water heater service request.
Under normal circumstances, one technician should be needed to perform the task and the warranty will cover for the labor of the repair/replacement. Typically, if a second man is required for a repair/replacement, it is to gain better access to properly repair/replace the covered system. Unfortunately, the warranty does not cover for any access needed for a repair/replacement.
I am sorry for the service you received with our managers. I have forwarded your feedback to the appropriate departments to implement the necessary training to better our services. If you have any further questions, please do not hesitate to reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Feb. 19, 2019
95% of my claims with Landmark are on not covered and most of the time this is discovered after I pay the $70 service fee. The techs that they contract out are TERRIBLE and they always find someone to say your repair isn't covered. They also falsely advertise they offer re-key services included as service. They don't advertise that it's subject to availability, as they won't fulfill this included service for me due to "availability." Nothing but a money pit Landmark has been.
Dear Taylor,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear that you feel this way. I would like the opportunity to review your concerns in more detail to better address them.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Feb. 19, 2019
They were really great to work with and responded quickly. They helped us get an earlier appointment without too much hassle. Overall, it was a really simple process to file a claim through this company.
Dear Catherine,
We are pleased to hear that we have been able to service you in a timely manner! We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Feb. 12, 2019
Easy to reach and services reps are helpful and knowledgeable. Have used them twice: 1) leaking refrigerator (eventually had to replace it), and 2) water leak (which was resolved in a couple of days - only minor issue is plumbers cut holes in the drywall and I have to patch them). Both problems handled to my satisfaction. Landmark follows up frequently to make sure everything is progressing.
Dear Robert,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Feb. 12, 2019
Landmark's warranty is very specific as to the coverage. In my case, my gas furnace was cycling 6 times per hour and I wanted to reduce this to 2 times per hour. My warranty divided the furnace warranty into two parts, one part was for the furnace itself and the second was for the control of the furnace. The technician dispatched was sent to look only at the furnace and knew nothing related to the furnace's controls. The tech checked the furnace and found it to be working within industry guidelines. I gave the tech the control's manual but the tech was not able to understand the controls "at all".
I read the manual after the tech left the site and was able to correct the cycling problem by making one single adjustment to the thermostat controller. This is a standard Honeywell controller. My opinion is that the tech dispatched had limited training. The tech's training allowed him to do what the warranty statement "specifically" said, however, in my opinion, the furnace itself and its control system are integral and should be treated as one single system versus two separate systems that would have required me to pay two separate call out charges under the terms of my warranty.
Dear Robert,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Feb. 12, 2019
Great service and the repairman was way nice and new his stuff, fixed it fast and great work. I would recommended having him come again and fix my Dryer or that washer if it ever needed to be fixed. I’m really impressed.
Dear Jake,
We are glad to see that our agents and contractors have been able to provide you with 4-star service! We would be happy to hear your feedback on what we can do to provide you with 5-star services as it provides great insights on how we can improve to better serve our homeowners. Please feel free to reach out to me directly.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Feb. 10, 2019
I have used a service technician through Landmark who was wonderful. I do not want to detract from his work--he was exceptional. Every interaction with the company Landmark, itself, however, has been problematic. I have been told something different about every single issue by separate representatives. For example, I was told they answer the phone on weekends for service requests. WRONG. I was told I needed to know the brand of dryer I had in order to place a service request; when I called back the next day after confirming which brand I had, I was told I did not need to know the brand to place a service request.
I asked about the $70 service fee they charge for a service request IF the problem turned out not to be covered under the warranty. One rep told me it would be applied toward the work done. The next rep said nope, that fee was strictly for a diagnosis and they would not refund it or apply it to the work I had done. I don't know if Landmark does not train their representatives very thoroughly, meaning teach them their policies clearly, or if their policies change or are invented on the fly depending on who you talk to. I'm disappointed. I would not recommend them.
Dear Beverly,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience. I would like the opportunity to review your concerns in more detail to better address them.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Feb. 10, 2019
Used them and have had no problems. Will use them again. Simple to use and very responsive and follow up on their claims. Had to do recall service also and both vendors for plumbing and fan were great and professional.
Dear Wesley,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Feb. 9, 2019
Working with Jessica ** and Jenny ** was just great. They helped us get our loan for our new home. They were there with answers when we had any questions. They worked hard to see that all was done and final. Enjoyed working with them.
Dear Judy,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Feb. 2, 2019
I am very disappointed with Landmark Home Warranty. We open a ticket for a problem with my dishwasher and refrigerator. They said the contractor 1 Total Appliances Service was going to contact us within 4 business hours to schedule an appointment. After 4 days! They never contacted me. Someone from Landmark contacted me on Thursday if I have heard from contractor 1. I said no, they say they were going to contact them again to reach to me. After 5 business days with no response from contractor 1.
I give a call to Landmark and requested a different contractor because I just don't have a good feeling with contractor 1, they are unprofessional and I shouldn't be begging anyone yo take my business. They gave me another contractor 2. This new contractor 2, Scott's home services, were nice and contacted me within one business hour to set up an appointment. After contractor 2 is set and contractor 1 is getting cancel. All of the sudden I get a call from contractor 1 to schedule an appointment and I said I don't want them and I already have another company.
Then Landmark Warranty cancels my appointment with no reason. I get another call from contractor 1 to schedule an appointment, I tell them no! I don't want them in my house. They say that I should take it with Landmark cause they are insisting on being them checking my appliances! I give Landmark a call and they say they cancel contractor 2 cause he is not license to do refrigerator and the only option is contractor 1. That's it! They say in the whole Salt Lake County contractor 1 is the only choice available and that everyone else is booked in the whole city! I asked how long I had to wait to get 3rd option and they say weeks maybe months and they can't keep my ticket open longer than a week and they will refund my $60. I am so mad. Is this even legal? Is contractor 1 a family member that they insist they get all the claims? Very disappointed with their service and I feel cheated.
Dear McHale Family,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Jan. 31, 2019
Landmark has been a pleasure to work with. In today's environment of horrible customer service from fast food to new car dealers, it's a joy to find a company that still understands what good customer service looks like. I highly recommend this company.
Dear Randal,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Jan. 27, 2019
We have had very good results using Landmark Home Warranty. They have been very courteous, helpful and prompt in taking care of our issues. They follow up and make sure that your issue has been taken care of.
Dear Sharon,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Jan. 25, 2019
Updated 04/18/2019: This is a follow-up to my original review (see below) in January 2019. April 18, 2019, and this repair is still going on. Now Landmark has a second repair company coming out to get a second opinion and apparently this company can repair it. We will see... FACT: Upon my first review Landmark’s Customer Relations reaches out via this website and says that they want to help resolve this issue. I emailed them back privately through this website and said I would love to talk to them and provided my phone number. Landmark’s Response... No response whatsoever.
FACT: The more parts they replace and try to fix takes away from your total payout. For example, my fridge is around $3000. My Landmark payout amount is $1500, minus repair parts. Which means that if they replaced $1000 worth of parts and the item is still not fixed and can’t be fixed, my payout would be $500. I think I am up to about 7 appointments with the repair company and a lot of headaches with Landmark. Bottom line there are better companies out there. Find them and avoid this one like the plague.
Original review: When you get home warranty insurance you expect that if something is broken it is either fixed or replaced. Well, that’s not the case. My fridge wasn’t making ice, so I called Landmark, they scheduled a contractor to come out and fixed it. It seemed like a simple fix, but about 3 hours later the fridge light came on and remained on. Of course this was around Christmas and the contractor was closed down for a few days. Once they were back, I did a recall on the service and they said, they were going to have to order two new motherboards. Well, this went on for two weeks and I ended up calling them to see what is going on and they said Whirlpool had to recall the parts and they would be shipping them that week.
The next week I called again and they now say they don’t have an ETA. I asked for this to be escalated through Landmark and supposedly they did, however no one calls me. I call every time to find out what’s going on. I ask for a manager to call me, no one does. Finally, I call today and the customer support person “Alice” tells me there’s nothing Landmark can do, because the Fridge can be repaired and that they are just waiting on the parts. My response is, when is the part coming in? Her response “We don’t know when”. Bottom line; it’s been almost two months since I opened this ticket, Landmark won’t pay for the cost of a rental fridge, won’t reimburse you for spoiled food and won’t replace the fridge if it can possibly be repaired even if the part is back ordered for three months. Thankfully it’s only a fridge, I am glad it’s not my air conditioner in the middle of an Arizona summer. My advice, go with a better company.
Dear Justin,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your refrigerator. The control board was temporarily placed on backorder; however, the part has now shipped, and the ETA is 01/30/19. The contractor has given you a call to schedule an appointment to perform the necessary repairs.
Please do not hesitate to reach out to me directly for any further questions you may have.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Jan. 24, 2019
Our dishwasher stopped working. Landmark was easy to reach and quickly arranged for the repair. They followed up and monitored the progress of the repair. Parts had to be ordered and shipped and with an understandable delay but Landmark tracked the shipment and remained involved. The repair service contractor they selected was very competent.
Dear Richard,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Jan. 22, 2019
Our water heater was fixed in two days. I called Landmark Home Warranty and quickly started to handle my claim. They were very fast and they checked to make sure I was happy with the experience. Customer service and service company were very nice.
Dear Jerl,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Jan. 14, 2019
I'm just giving feedback on ownership of the warranty in general! Although I used it about 5 times for various defects, in total, I didn't think I got back the cost of the policy in work. It was purchased by the seller so I will let it end and create a savings account to pay my monthly premiums into and use it for emergencies when they begin to happen. Best wishes!
Dear Michael,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear that you feel this way. Please reach out to me directly if you have any further questions.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Jan. 12, 2019
Dishwasher was not draining and leaked. Took two visits but now is fixed. The repairman was friendly but I wish they would wear booties when entering my home. One day it was raining and I had to remove the floors after he left. Also, repair should only take one trip. I am, however, very pleased with Landmark.
Dear Brenda,
We are glad to see that our agents and contractors have been able to provide you with 4-star service! We would be happy to hear more on your feedback on what we can do to provide you with 5-star services as it provides great insights on how we can improve to better serve our homeowners.Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Jan. 12, 2019
I spoke to Sterling on 1/9/19. My account shows a double payment to my credit card since September. AS of today I have received no email or telephone call response back. Also my last service call about my furnace was not resolved. Same issue still exists. I paid the $60 service fee and the furnace still will not turn on.
Dear William,
Thank you for taking the time to share your feedback. I am sorry to hear about your experience.
Sterling had sent you an e-mail on 01/14/19, detailing your refund for the double payment.
As for your furnace service request. I would like to look further into your concerns.Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Jan. 11, 2019
I have found Landmark to be fair and helpful at a time I needed them. I also found out that by dealing directly with them, rather than through my agent, made a big difference. I would recommend Landmark to family and friends!
Dear Edward,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Jan. 11, 2019
Our dishwasher was leaking so we called our warranty company. A service technician promptly responded and diagnosed our problem. A part needed to be ordered and a follow up visit was necessary. The technician returned two days later and the problem was solved.
Dear Richard,
We are pleased to hear that we have been able to service you in a timely manner for your dishwasher! We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Jan. 10, 2019
Contractor sent estimate that access would require 3 hours. Work done was 1 hour for everything. Any contractor in my opinion with license and experience knows what a job requires. He grossly overestimated and trumped up work that was never needed. In my experiences, any contractor who does this is 1. Inexperienced and incompetent or 2. Unethical and deceptive. The holes were left open and not repaired, and they left a mess which we had to clean the bathroom.
Dear Priest McLane,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear that you feel this way. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Jan. 10, 2019
I was told to call in January to check on getting my monthly payment adjusted lower. Elaine was very helpful and professional. I appreciated all she was able to accomplish. She also helped verify I will be getting warranty information later this month.
Dear Gerald,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Jan. 10, 2019
This has been a terrible company to work with. Let down after let down they don’t seem to get it. They seem to be be working to avoid covering things, going back on what you’ve said and not listening. They have terrible customer service, and that’s after talking with supervisors. I could have saved the upfront cost and paid for just about everything myself.
Dear Jake,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear that you feel this way. I have received your direct e-mail and will be responding to you shortly to assist you with your concerns.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Jan. 9, 2019
Landmark was easy to deal with and helped to schedule my service call. When we were having trouble, they even called to check and make sure things were moving along and offered to call the company themselves. We thought the issue was taken care of, but it proved to not be the case. After calling again, they were just as easy to deal with to get the situation resolved.
Dear Billie,
We are glad to see that our agents and contractors have been able to provide you with 4-star service! We would be happy to hear your feedback on what we can do to provide you with 5-star services as it provides great insights on how we can improve to better serve our homeowners.Sincerely,
TiffanyCustomer Relations Manager
Reviewed Jan. 8, 2019
Customer service was rude, hostile and confrontational. Landmark does not honor their contracts and will do everything possible, not even sure how it's legal, to deny claims. I have a home inspection report from a few months ago stating at my HVAC unit was in normal working condition. When the heat didn't work I called Landmark and their technician came out and said that the unit wasn't well maintained, thus, voiding my warranty. So I have two contradictory reports about the HVAC unit in question, from within a few months of each other. One report, Landmark, has a financial incentive to lie and the other report, licensed home inspector, doesn't. Which one is being dishonest??? "Home Warranty" with Landmark isn't worth the paper the contract is written on.
Dear Mark,
Thank you for taking the time to share your experience with your furnace service request. I was able to review your service request and home inspection report. The home inspection report does state that at the time of inspection your unit was in working condition. However, the full report was not provided. The documents that were provided does date back to 05/04/15.
The contractor provided photos of your unit with his diagnosis. Due to the lack of maintenance on your unit, it will need a chemical cleaning. Whether the lack of maintenance pre-dates your warranty start date of 06/07/18, the warranty does not cover to clean your unit. The chemical cleaning would not be covered.
At this time, your service request will remain a denial. Once your unit has been chemically cleaned, your warranty will resume as normal with a provided document of proof.
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I have forwarded your concerns to the appropriate departments to implement the necessary steps to improve our services. I would be happy to answer any questions you may have regarding your coverage. Please do not hesitate to reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Jan. 2, 2019
We have had 3 other home warranty providers in the past and Landmark is by far the best one we have used. They follow up with us and hear our concerns when there have been any. They schedule our appointments as soon as possible and really try to accommodate us. I have recommended them to many other home owners.
Dear Lyndcy,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Dec. 31, 2018
I requested service to fix my Viking dishwasher on December 20, 2018. I was told they would be coming on Monday, December 31st after many calls got get service. I just called the appliance shop and they are closed today but will come Wednesday. It should not take 13 days to get service, especially around the holidays! I will be shopping for a new home warranty service!
Dear Julie,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your dishwasher. I have recognized that your appointment is scheduled for today, 01/02/19. Once we have received a diagnosis from the contractor, we will inform you of the next steps to move forward.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Dec. 24, 2018
We bought an older home with included appliances. We had no way of knowing if they had ever been serviced, replaced, nor if they were even bought new! Landmark has given us peace of mind and confidence that if anything goes wrong, (and it has!) that we are covered. Local technicians come out and troubleshoot and are only a phone call away. Even Landmark gives us a call to make sure everything went great! We truly couldn't ask for a better company!
Staf,
Thank you for taking the time to share your feedback and rating! We appreciate it and are happy to hear that you feel this way. Landmark and our network of contractors are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Cheyenne RapierCustomer Relations Manager
Reviewed Dec. 21, 2018
SAVE YOUR MONEY!!! Our experience is they do not stand behind their work, do the absolute minimum to address your issues, and drag their feet as long as possible to ultimately not have to pay for repairs/replacements. In addition to the original cost of the warranty, you have to pay an additional $60 every time you want someone to come out to even look at (diagnose) a potential issue. And then $60 each time you want them to come out EVEN TO ADDRESS THE SAME ISSUE THEY ALREADY CAME OUT TO FIX, the first, second, third, fourth, etc. time.
I would guess their technicians came out at least 10 times to try and fix our dishwasher. Same issue each time. And then response times got longer each time. We finally asked, "at what point do you just write it off and replace the entire unit?" All we got from there was the run-around. For us, they ended up dragging their feet long enough (~6 months) that our warranty eventually expired. Then they said “sorry, your warranty has expired” and refused to return our calls or more importantly fix the original issue they sent their technicians out to address. With the original cost and then $60 for each additional visit, IT would have been WAY CHEAPER to just skip the home warranty and just buy a new unit out-of-pocket. Feel free to message me on any social media platform if you’d like to hear more of my specific experiences with this company.
Dear Brian,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your service requests.
If a service request was opened before your expiration date and is still opened after your warranty has expired, Landmark will continue working on your request until it has been completed.
For every service request needed, a service call fee is required to have the contractor out to diagnose your covered system. If you have multiple issues under the same trade at the same time, one service request with one service call fee can be opened.
At this time, you would need to open a new service request for your dishwasher and pay a new service call fee. In order to do this, you will need an active warranty as well. If you are interested in reinstating your warranty, I would be happy to assist you with that and opening a service request for your dishwasher.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Dec. 14, 2018
Our furnace wasn’t working, and they were out in less than 24 hours to get it fixed. They were professional, and the price was exactly what they’d said - no additional fees or anything. We’d recommend them!
Dear Mat,
We are pleased to hear that we have been able to service you in a timely manner for your furnace! We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Dec. 14, 2018
I paid for a warranty through this company when I bought the house and everything was inspected. I paid annually for all of the companies to come out (over 50 dollars) to check everything. After 3 years my A/C broke and they refused to fix the A/C stating that there were leaves in the outside unit and stated it was not properly maintained. Mind you they sent out a company to service it 6 month prior. I reached out to many managers and they said they refused to pay that much money to fix an A/C. If I could give them less than 1 I would.
Dear Shaundra,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your A/C service request.
According to the contractor’s diagnosis, your compressor had failed due to a lack of maintenance. The unit is also equipped to cool a 1400 sq.ft. home. With the extra room, your homes sq. ft. totals 1900. It is recommended that a larger unit is installed in the home.
Unfortunately, the warranty does not cover for units that have failed due to a lack of maintenance. If you can provide a copy of your contractor’s invoice who had checked your unit, I would be happy to review it. You can e-mail that to me directly at customerrelations@landmarkhw.com.
If you have any further questions or concerns, please do not hesitate to reach out to me directly.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Dec. 11, 2018
Our experience with Landmark Home Warranty has been “meh.” Every time we have called to inquire about service we have been met with explanations of why our inquired item, though seemingly within stated areas of coverage, just happen to fall outside the coverage offered. Every service request requires one to pay a “service fee” that covers nearly the full cost of the service, so the Warranty has offered little value.
We would have been far better off with the equivalent amount of cash in our account to pay for the service the Warranty claims to cover. Save your money, as you will be better served working directly with the contractors doing whatever you need done, and Landmark will likely offer you frustration when they explain why they won’t cover your problem.
Dear Derik,
I am sorry to hear about your experience with your service requests. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it.
The service call fee is a fee required to have the contractor out to your home to diagnose your system's failures. In the event that a repair or replacement is needed, depending on your coverage and the cause of the failure, the warranty will cover the costs necessary for the repair/replacement. If there are any out of pocket expenses from non-covered parts or modifications, a representative will go over these expenses in detail be for any work is done.
I would like the opportunity to discuss your concerns in more detail to better address them. Please reach out to me directly at customerrelations@landmarkhw.com with your property address.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Dec. 11, 2018
Left your company at expiration. I vowed never to subscribe to Landmark Warranty ever again. The service agents are clueless and the experience every time I called was a nightmare. The contractors you choose are questionable, especially SWAT plumbing. You should disassociate yourself with this company. They're scamming your customers on plumbing issues.
Dear Elaine,
I am sorry to hear about your experience with Landmark. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I would like the opportunity to discuss your concerns in more detail to better address them. Please reach out to me directly at customerrelations@landmarkhw.com with your property address.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Dec. 10, 2018
Called into Landmark Home Warranty for assistance with an electrical problem. I spoke with I believe Heather and she promptly assisted with making a work order and giving me the contractor's name that would be responding. My neighbor and I worked at the electrical panel and resolved my issue. I promptly called back and asked if I could cancel the order. A new agent assisted me and related that she had to do a couple of things and related that the order was cancelled. Thanks ladies and Landmark Home Warranty.
Dear Manuel,
Thank you for taking the time to share your feedback! We appreciate it and are happy to hear that you feel this way. We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Dec. 9, 2018
3 stars because the employee are very kind. Easy to reach by phone. However Landmark does not have many contractors in our area. Unfortunately they (contractors) are not experienced enough. Even though we're paid our insurance in full, you still have a deductible. Wished I had gone with American.
Dear Lori,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear that you feel this way.
Landmark has contractor relations representatives out in the field every day to build new relationships and expand our in-network list of contractors. We also have alternative options to ensure we are providing you quick service.
The service call fee is a fee required to have the contractor out to your home to diagnose your system's failures. In the event that a repair or replacement is needed, depending on your coverage and the cause of the failure, the warranty will cover the costs necessary for the repair/replacement. If there are any out of pocket expenses from non-covered parts or modifications, a representative will go over these expenses in detail be for any work is done.
I would be happy to go over any coverage questions you may have in detail. You can reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Dec. 9, 2018
I own a large real estate company and have in the past with my 60 Realtors "sold" at least 90 Landmark Warranties. Landmark has been satisfactory but the company has to get their hands around issues with air conditioning - particularly when things like "freon" costs the Landmark Warranty owner more than the overall repair. Almost 100% of the Landmark warranty buyers believe repairs will be covered and what is not covered will not run into the thousand dollar range... as in freon replacement and other things. Possibly a high initial cost of the warranty would be a reasonable consideration. Additionally, my Realtors are moving away from LMHW simply because they are now Associated with American Home Shield - a company who by far and away has the worst reputation in the home warranty business.
Dear Royce,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear that you feel this way.
The warranty covers up to $20.00 per pound of freon. Any additional costs would be an out of pocket expense to you. However, our HVAC coverage does not have a limit and will cover multiple units in your home. Depending on the failure of your system, Landmark may cover the replacement of your system. The HVAC coverage also includes a limit of up to $500.00 in modifications. Typically, modifications are not covered under the warranty. We understand that with a replacement, modifications will be needed.
"I. Essential PlanAir Conditioning and Heating System
LIMITS: $500 maximum for diagnosis, repair, or replacement of ductwork. LHW will provide access through unobstructed walls, ceilings, and floors only, and will provide cash in lieu of returning the access opening to rough finish condition in the following amounts: smaller than 5 square feet: $40; 5–10 square feet: $65."
I would be happy to go over any coverage details with you. You can reach me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Dec. 9, 2018
I have had a number of interactions With Landmark, I can't say as that any have been good. The warranty was part of the package when I bought my house. Initial offerings seemed good until you look at them. Re-key all your house locks for $60... competitive pricing was $50 to 60. Inspect and tune up Heater or AC for $60...again competitive price was $50 to 60. Plumbing problems... not covered. Had to pay LHW $60, plus 200 to fix the problem myself. After several complaints, LHW did offer $125.
Refrigerator wouldn't cool to adequate temperature, ice maker stopped working due to high temperatures...warranty won't help until total failure. Furnace cycles excessively, over fire safety switch keeps kicking in...you guessed it $60 to find that warranty doesn't kick in until total failure. Had to fix the problem myself. Overall I am not impressed with Landmark Home Warranty. I firmly believe that home warranties are a SCAM promoted by real estate agents getting a kickback.
Dear Kirk,
I am sorry to hear about your experience with your service requests. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I would like the opportunity to discuss your concerns in more detail to better address them. Please reach out to me directly at customerrelations@landmarkhw.com with your property address.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Dec. 9, 2018
You don't know me, but please take my advice and don't use this company. Every experience I have had with them has been horribly negative. Their goal in life is to say "no." They do everything in their power to not cover your claims. If you call on a Saturday, know that even though they tell you on the phone that you will get a call in four hours, what they really mean that it will be between 8am-noon on Monday. And it's your responsibility for knowing if it's an emergency, because if you have them send someone out on a weekend and it's not an emergency, you will be responsible for paying the after-hour fee.
Do you think your AC unit is covered? Think again. There are so many exceptions that you'll end up getting about 20% of your repair covered. When you call their customer care, expect to wait on hold for about ten minutes, and then be disconnected. Expect this to happen two or three times before someone answers. This has happened on three separate days for me. And when they do answer, they say something like, "How can we make your day extraordinary?" Never have more untrue words been said by a company (well, maybe since Enron, but still). You will realize about three minutes into a call that this company has no desire to put a smile on your face.
I would love to know the percentage of customers who don't renew after the first year. I bet it is extremely high. Well, at least customers who have filed a claim in the first year. But maybe that's what CEO Chris Smith and the rest of the company want. After all, a bunch of customers who never file claims is free money, right? PLEASE, PLEASE, PLEASE keep looking for a decent home warranty company. Landmark Home Warranty is NOT one of them.
Dear Patrick,
I am sorry to hear about your experience with your service requests. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I would like the opportunity to discuss your concerns in more detail to better address them. Please reach out to me directly at customerrelations@landmarkhw.com with your property address.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Updated review: Dec. 7, 2018
Landmark Home Warranty has promised to send out the original plumber to repair our water heater. We are still waiting for a call from him. Hoping things go as promised.
Original Review: Dec. 6, 2018
We've owned our home for 2 years and purchased a Landmark Home Warranty at the time of purchase. We've had them out for service 3 times, and while they've always been professional on the phone some of the contractors they've used are less than optimal. There is a plumber they've sent out that we weren't happy with and last week when our water heater started leaking we requested that they not send that plumber. They agreed to assign it to one of the other plumbers they work with. They then called back to tell us that the other plumber couldn't do the work and proceeded to assign it to the plumber we asked NOT to have! When he showed up at our home he (once again) padded his figures and had an bad attitude.
My husband told him that we'd prefer to use someone else and he left, saying LHW would contact us. When they didn't my husband called them. They said it was under review. What's to review? They said the other plumber didn't want to work with us? We've never met him! So I called the other plumber and made an appointment for Monday. I was told by the young lady who answered the phone that the reason they declined our service call was because the owner didn't want to accept water heater service calls from Landmark. We said we'd pay.
So we set up an appointment to have it repaired. When my husband called Landmark to tell him that we knew they had lied they said they'd have the contractor relations call the plumber and see if they could run it through their company. A few minutes later I get a very apologetic call from the young woman who set up the appointment telling me they had to cancel. No reason why. I'm feeling like we've been caught in the middle of something out of our control, and my water heater still leaks. We've been paying Landmark for a year and now that we need service they're not taking care of it. I feel like they're not meeting the terms of our contract with them, and their relationship with their contractors is having a negative effect on our home's care.
Reviewed Dec. 2, 2018
I have a home warranty that includes my pool pump which had some valves fail and Landmark was quick to engage and provide a knowledgeable vendor to execute repairs. It was pleasant working with the Landmark reps who were very conscientious and followed up to ensure work was completed.
Dear Craig,
We are pleased to hear that we have been able to service you in a timely manner! We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Dec. 2, 2018
I am new to home warranties. We just bought a new house in Aug. Furnace couldn't be tested. Come Oct we ran across issues with furnace and some electrical. Completed request and got immediate appointments for both. Jobs were completed quickly and Landmark followed up every step of the way. Easy and fast process. So far I will plan on renewing when year is up.
Dear Tammy,
We are pleased to hear that we have been able to service you in a timely manner! We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Nov. 30, 2018
Landmark refused to pay their own contractor to repair an electrical issue on my home covered by the warranty. Two weeks after moving in some sections of my home lost power. Landmark was called for warranty repair and it took weeks to finally get someone to look at problem. Their contractor said the main panel would need to be worked on, Landmark refused to pay. Landmark tried for weeks to get a second contractor to come out and they all refused. Three months later Landmark only paid me $500 of the $1,500 repair bill.
Dear Scott,
I am sorry to hear that you feel this way. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I would like the opportunity to discuss your concerns in more detail to better address them.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Nov. 25, 2018
A few weeks ago our garage door spring snapped in half and we were unable to access and park in our garage. We live in chilly Idaho winters so wanted a fix asap. We submitted our claim online and were good as new in less than one business day. Thanks Landmark!
Dear Aimee,
We are pleased to hear that we have been able to service you in a timely manner for your garage door! We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Nov. 24, 2018
We purchased a home warranty through Landmark when we purchased our new home and I'm so glad we did. While we have not had anything major happen, we have had a few things that needed repair. The service at Landmark is very efficient. Soon after filing a service request we are put in touch with a local contractor. Customer service is very thorough and follows up to ensure you are scheduled and set. Great value and convenience, I highly recommend.
Dear Stephen,
Thank you for taking the time to share your feedback! We appreciate it and are happy to hear that you feel this way. We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Nov. 23, 2018
We have made two service requests. Each was handled in a timely manner, completely and with courtesy by the customer service representative with whom we spoke. We purchased this service as part of our purchase of a new home and, so far, it is worth the price.
Dear Larry,
We are glad to see that our agents and contractors have been able to provide you with 4-star service! We would be happy to hear your feedback on what we can do to provide you with 5-star services as it provides great insights on how we can improve to better serve our homeowners.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Nov. 20, 2018
Landmark was very good to work with. They followed up to make sure we were contacted by the contractor that re-keyed our home to set up an appointment. They also followed up to make sure it was done. The individual that came out to do the appointment was knowledgeable and efficient. We have only had Landmark for a couple of weeks but so far so good.
Dear Katie,
Thank you for taking the time to share your feedback! We appreciate it and are happy to hear that you feel this way. We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Nov. 18, 2018
Dishwasher had a leak. I put a service request in for plumbing not realizing it was the dishwasher til late. I called and canceled the plumber and requested appliance repair. Was repaired quickly! Great customer service.
Dear Melinda,
We are pleased to hear that we have been able to service you in a timely manner! We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Nov. 18, 2018
I've tried to use my home warranty three times for my HVAC system. It has been frustrating every time. The company is quick to take your service fee and then leaves it up to you and the contractor to actually get the job fixed. I was assigned to a contractor that wouldn't answer his calls or texts. I tried to get another tech and Landmark didn't have any techs available. So we stuck with the original tech. He didn't show up for our first 2 appointments and then he finally showed up while I was at work. He did a poor job diagnosing the problem and we continued to have trouble.
The second service call was for the same issue and our house was so hot we had to leave. A tech never got a hold of us so we cancelled and tried to deal with it ourselves. Same thing with the third call. Landmark is a glorified contractor scheduling company. I finally called my own tech and got the problems diagnosed properly. I was told the problem should have easily been spotted by a through tech. Sadly Landmark doesn't stand behind the quality of their contractors, many of whom are overworked. The customer service reps get pretty rude and they really aren't committed to taking care of their customers.
Dear Allyson,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your service requests. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Nov. 17, 2018
My refrigerator went out so I called Landmark requesting a repair and requested reimbursement for the food I lost. They sent someone out to repair my refrigerator but said they don’t cover the food which I said okay (other home warranties cover food btw). My refrigerator went down again within a week and I lost another batch of food due to poor repairs to my unit the first time. Landmark is unwilling to reimburse me for the second batch of food I lost and is making me pay another $65 if I need to use a different repair company if the first company I used isn’t available in an adequate manner. Poor customer service at Landmark. There are better home warranties available for same cost.
Dear Taylor,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear that you feel this way. I would like the opportunity to review your concerns in more detail to better address them.Sincerely,
TiffanyCustomer Relations Manager
Reviewed Nov. 17, 2018
First and foremost, I needed them the first month of moving into my new home. They answered my call promptly and scheduled an appointment. They called the following day to check if contact had been made by the scheduled servicer. After service was performed, they called once more to make sure service was completed and to ask if I was satisfied with the service by the contractor. Upon my second claim, shortly after the first, I needed a service request that needed two calls and I only had to pay for the first claim. I am very content with Landmark Home Warranty and would definitely recommend them.
Dear Cynthia,
We are pleased to hear that we have been able to service you in a timely manner! We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Nov. 16, 2018
Landmark Home Warranty responded quickly to our request and sent us an excellent plumber who got the job done in twenty minutes!! Landmark reps are very professional, helpful and friendly. I highly recommend Landmark Home Warranty! Very affordable options also!
Dear Lisa,
Thank you for taking the time to share your feedback! We appreciate it and are happy to hear that you feel this way. We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Nov. 14, 2018
We have used our home warranty option twice from Landmark Home Warranty and both times the company was responsive and a technician called us within a few hours of the request. The companies that they use are very good. They show up on time and are friendly and professional.
Dear Justin,
We are pleased to hear that we have been able to service you in a timely manner! We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Nov. 10, 2018
I am still upset that I was told that this was not a covered repair and then I am told that it is and had to have a plumber return to do the repairs and then have to pay another service fee. The plumber did a great job.
Dear Virginia,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience with your service request. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Nov. 9, 2018
Great replacement work by the contractor. Very professional work. Fast, easy and painless when working with the contractor. It did take over a week to get the approval to replace the opener but other than that I still have to give five stars!
Dear Patrick,
Thank you for taking the time to share your feedback! We appreciate it and are happy to hear that you feel this way. We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Nov. 9, 2018
This ticket has been open for weeks. The vendor, Maple Leaf, did not respond to requests to come back with the new ordered part to finish the job. Landmark had to call multiple times to get the company to schedule. When the vendor did call I heard the vendor say something along the lines of “they’re hounding me, I be got to get this scheduled”.
Dear Jennifer,
I am sorry to hear about the delay in scheduling for repairs. I see that you have an appointment set for tomorrow, 11/13/18. Please do not hesitate to reach out to me directly at customerrelations@landmarkhw.com for any further questions or concerns you may have.
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Nov. 9, 2018
It took two weeks and many phone calls to get my A/C repaired. My home temp was between 86-90 degrees, my dog and I "camped" out at a friends every night so we could get a good nights sleep and I ended up with Shingles, and medical bills, due to the stress. NOT my best experience with a warranty company.
Dear Roxanne,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience with your service request. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Nov. 8, 2018
Have used Landmark three times already since moving into my home. Each time they have been very prompt in scheduling services. Love that they send reminder emails/calls about the upcoming service as well as follow-up contact to ensure the services were performed and completed to my satisfaction. Very happy I chose them over other Home Warranty companies!
Dear Sharyn,
Thank you for taking the time to share your feedback! We appreciate it and are happy to hear that you feel this way. We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Nov. 7, 2018
This order is not completed. You want to see information stating it is pre-existing. If the house floods due to a shut off in the bottom of sink is broken and should have been fixed. I am going to contact my realtor and ask why I am going through all this problems.
Dear Priscilla,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience with your service request. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Nov. 7, 2018
The people who work at Landmark are very nice and very helpful... they are doing the best they can with what they have. The problem is with the warranty itself... the list of things covered appears long, but when you request a repair what they will actually DO is incredibly limited. We added septic to our warranty and that was a waste of money, for one thing, they don’t even have a septic contractor out here so we had to go through finding one, paying him, and getting reimbursed. I had to call three times before that happened. Then the only thing covered was a failed timer. When the septic itself failed we were on our own. Same story with several plumbing issues, propane line, the list goes on. They basically cover minor repairs, maintenance checks and bug guys... all of which you could pay for yourself with the money spent on the warranty, with a lot less hassle and with the vendor of your choice.
Dear Abbie,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience with your service requests. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Nov. 7, 2018
I, first of all, am grateful Landmark offers the opportunity to do preventive and checking for any problems before any possible problems could occur in the future. The service rep that came was very helpful, informative, prompt service and thorough. Would highly recommend.
Dear Beverly,
Thank you for taking the time to share your feedback! We appreciate it and are happy to hear that you feel this way. We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Nov. 6, 2018
This was my first time using a home warranty, our dishwasher was leaking pretty bad. I submitted a ticket online, and within a few hours the service company contacted me and set up a appointment. The service company had to order the part so they said it would be a couple days to get fixed. Landmark followed up with new and the company to make sure my problem was fixed as soon as possible. Overall it was a great experience.
Dear Bryan,
Thank you for taking the time to share your feedback! We appreciate it and are happy to hear that you feel this way. We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Nov. 6, 2018
My drip pan on my refrigerator was leaking. Found out that is was most likely chewed up by a rodent. It's not like I invited it into my house. Disappointed when after 2 days that I was not covered. It took 2 days to come up with a reason not to repair my refrigerator. Also my freezer had a bad door seal, normal wear and tear, no rodent, just normal use. Yet you wouldn't fix that. I am dissatisfied that you seem to have looked for a reason not to fix the problem, I gave two stars only because the technician did a great job.
Dear Stephen,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it.
I am sorry to hear about your experience with your refrigerator service request. Unfortunately, the warranty does not cover for failures that are not due to normal wear and tear. The warranty also does not cover for your refrigerator seal as it is a listed exclusion.
I would be happy to go over any coverage questions you may have in detail. You can reach me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Nov. 6, 2018
As with the last issue we called this pitiful excuse for a company with, we received NO help whatsoever. We're only robbed of another $70.00. I have called and as usual, it was referred to contractor services, which I now believe is a blackhole that they toss their service requests into. We have had to pay to fix the problem ourselves, for our own safety.
Dear Luther,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience with your service request. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Nov. 5, 2018
Worst warranty company ever... Our Refrigerator went out. They sent out a company to come diagnose the issue. They said the Circut Board needed to be replace, after a week and a half of waiting for the circuit board to arrive they got it in. And a couple days later my freezer and fridge goes out again losing ALL my food that I just had replaced from the first time when it went out. Warranty company said they would replace the refrigerator if the circuit board didn’t fix the issue so we call and we had to go buy a box freezer to keep our meat frozen that we just got back from the butcher. Now the LM wants to send ANOTHER person out to diagnose the issue when we have already been out of a fridge/freezer for the whole weekend. After talking to several people we decided to just cancel the warranty and will be telling EVERYONE to NEVER USE THIS WARRANTY COMPANY!!!
Dear Ashley,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experiences with your refrigerator service request. I see that you are scheduled for 11/8/18 to have the second contractor out to diagnose your unit. Once we have the diagnosis, we will be able to determine how to move forward. Due to your experience, we were able to offer you a cash out of $100.00 to assist you with a mini fridge.
We understand the frustrations that come with your refrigerator not working. We would like to thank you for your patience and hope to find a solution soon. If you have any further questions, you can reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Nov. 5, 2018
Our refrigerator started leaking water in May and we had it looked at by Appliance Parts Today. They cleaned it and disconnected the water line to the ice maker. You said that we could not claim that work as it was only "maintenance." In August it was still leaking water intermittently and in Oct. we called Samsung and they sent a tech from Dish Network Service (Samsung Ticket #**). After a thorough, 2-hr exam he removed thick frost and determined the panel was cracked and the unit was not repairable. He recommended replacement. We are working with Appliance Parts Today and they are in touch with you -- but we have had no answer from you in about a week. We look forward to your help with this. The Dish tech said the refrigerator will quit working in 2-4 weeks. Two nights ago it leaked again.
Dear John,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experiences with your refrigerator service request. The last correspondence from you was on 10/30/18. I would like to look into your current situation to appropriately assist you. You can call into the office and speak with a customer service representative or reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Nov. 5, 2018
We have used Landmark for over 4 years now. We've had a good experience and even chose them when we moved to a different house 2 months ago. Every repair we've needed has been completed. Would recommend them to anyone, and we have.
Dear Gary,
Thank you for taking the time to share your feedback! We appreciate it and are happy to hear that you feel this way. We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Nov. 4, 2018
I have been impressed with how their Customer Service Department has followed up checking on the status of my repair. They are very courteous when calling and answer all of my calls. I would definitely recommend them to my friends and family.
Dear Brenda,
Thank you for taking the time to share your feedback! We appreciate it and are happy to hear that you feel this way. We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Nov. 2, 2018
My wife and I are using LM for our new home. Within a month we had a leaky roof, LM sent someone out, who did a nice job thought they found the leak, but then informed they were over a month out from being able to do the work. They would not be able to touch anything until LM approved. More than a week went by and I heard from the roofers who said LM had not responded, meanwhile the roof continued to leak and who knows what other damage occurred. When I called LM to ask what was going on, they told me they don't cover secondary damage and that once they assign the job it's up to the contractor and out of their hands. When I asked why they would assign someone with a 4 week backup when my roof was leaking now, they said there was nothing they could do. We even bought the extra roof leak protection plan.
Cut to today, when we had a toilet back-up, we called LM to start the process, and they put us with a contractor who is not only 60 miles away, but unable to come for 6 days and again said it's the only contractor that they work with that can do the work. The service contract that I have states that under "normal circumstances" work will be initiated in 48 hours. I don't exactly know what that means, but I would assume based on my previous experience with LM that I will get the runaround while our situation festers.
It is extremely frustrating to think you have this great plan and partner in place to help with issues that can arise at any house. We plan to buy rental properties in the future and I can say that after the past couple weeks, the way that we have been treated and the way the company operates, we will not be continuing the relationship. In both instances listed above the first and only thing that seemed important to the operator was making sure they had the right credit card on file so they could charge $60 for the repair to begin. I hope holding on to that $60 fee is worth it.
Dear Nicholas,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experiences with your roof and toilet service request. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Nov. 1, 2018
We had an existing contract with them from the previous homeowner. We called Landmark to have service done on our refrigerator because it was forming a solid block of ice in the freezer compartment and causing the unit to shut down. The company that showed up for the service call was very helpful; but they told me that the issue was a damaged gasket (door seal) on the freezer. Landmark refused to replace the gasket on the freezer because it was "cosmetic" in nature. How the heck can you have properly functioning freezer without a working seal on it??? They wouldn't even refund the cost of the service call since this isn't even covered. This company is complete garbage... if I had known that this sort of thing isn't covered I never would have renewed with them. DO NOT GET THIS HOME WARRANTY COMPANY!!!
Dear Vincent,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience with your refrigerator. Unfortunately, door seals are a listed exclusion under the kitchen refrigerator coverage. Regardless of the outcome of your service request, the service call fee is still due for the contractor's visit.
I would be happy to go over any coverage questions you may have in detail. You can reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Oct. 29, 2018
We have never had a home warranty before. Bought this home a year ago. Have had 4 different times when we needed to use our warranty. Landmark was there 100%. They have taken care of each claim quickly and efficiently. 4 different contractors, plumber, electrician, appliance and heating have been here. Each and everyone called and set up an appointment within a few hours. They took care of each claim and had our problems solved in timely manners. We were so impressed with Landmark's agents and contractors that we renewed our warranty. 5 stars to Landmark and to their contractors.
Dear Glenda,
Thank you for taking the time to share your feedback! We appreciate it and are happy to hear that you feel this way. We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Oct. 26, 2018
I was gifted a home warranty when I bought my home in May 2018. I've had to call Landmark twice since I bought my house: to get my home get re-keyed and my heater broke. The reps are friendly and make my service calls seamless. They send out reputable contractors (that have also been amazing). I will be continuing my home warranty when it ends in May 2019.
Dear Jenienne,
Thank you for taking the time to share your feedback! We appreciate it and are happy to hear that you feel this way. We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Oct. 23, 2018
From the first service call to the very end this company does not know what customer service is. Had this service for a few months and had to use them several times due to previous providers (they sent out) mistakes - Sub par Service Providers, Horrible Customer Service, Even worse Management Team. They will try and recoup all their money and provide as little solution as possible. After I explained I wanted to cancel the rest of the service with them I was told that there would be a prorated amount returned to me. I then received a call from a retention specialist explaining that they must retain the remainder of my money to recoup their loss. What a joke! Save your money and shop elsewhere.
Dear Michael,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it.
I am sorry to hear that you feel this way. I have forwarded your feedback to the proper departments to address and implement the necessary training to improve our services. Per the guidelines of the warranty, the months the warranty was available to you, any costs incurred on any service request, and a $75.00 cancellation fee will be deducted from your pro-rated refund.
If you have any further questions or concerns, you can reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Oct. 19, 2018
Landmark is quick on getting repairs completed. Their professional vendors were very responsive, provided adequate timeframes and followed up with calls along the way to reporting. Landmark provided great follow up to making sure I was pleased with the work performance. I highly recommend Landmark for home warranty.
Dear Terri,
Thank you for taking the time to share your feedback! We appreciate it and are happy to hear that you feel this way. We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Oct. 17, 2018
My Bathtub Drain Stopper stuck, it can't be closed. And I call the home warranty to fix it. The first time ever I use home warranty claim and the experience really bad, they leave the drain halfway finish. The plumber remove the toggle to close the drain, remove the sieves (those with small hole to prevent anything big go inside the drain) and leave the housing sieve there. Now I left with a bath tub with a hole. And they said the warranty only cover until this point.
At least before I can still use the bathtub for normal shower, but now I can't even use the bathroom without risking clogging my pipe. Should they return it to original condition at least, or put something to cover the hole. After reviewing the policy documents, it should be covered. Talk to the agent on the phone, they mentioned they will review it. But call them few time, still the same reply, they will review it.
Dear Handoko,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your plumbing request. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at customerrelations@landmarkhw.com with your property address.
I look forward to hearing from you.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Oct. 17, 2018
I'm a first time home buyer. The person we bought our house from purchased a 1 yr warranty upfront and in full from Landmark Home Warranty for us. On Oct 10 my AC fan outside locked up or something so I called Landmark right away. They said we have to pay a $70 service fee upfront before they even order a contractor out. Fine, we paid it and they said in 4 business hours a contractor will call us to set up an appt. It's now 10 pm the same day still no call from a contractor which at this point I didn't care because my AC decided to work as if nothing was wrong, so instead of me having the contractor come out anyway, tell me it's fine and waste 70$ I decide to cancel the service request. Same day Oct 10 at 10 pm I call in and cancel, the rep states I will receive a refund in 3 to 5 business days depending on my bank.
My bank shows what's pending whether it's a deposit or a withdrawal so my bank, as soon as I hung up the phone with Landmark the 1st time, was pending a withdrawal of 70$. When I cancelled the service call I expected this amount to remain pending until it cleared back to my acct. NOPE. It cleared to Landmark on the 11th, the very next day. I thought, "Wait. Why did it clear if they processed a refund??" I called Landmark right away, was told it shows it will be refunded and "You should receive it no later than Wednesday the 17th." Now, my bank is super good about clearing refunds and what not, and again, it always shows what's pending... On the 12th still nothing is pending to be refunded. I call LM Monday morning 10/15 to see what's going on and again I'm told to wait till Wednesday.
I chat Tuesday morning with someone to tell them they only have 1 more day and to be sure my money is returned to my acct... Wednesday comes around and lo and behold... NOTHING IS IN MY ACCT!! I call again. It is now the 17th and the rep this time tells me 'it was never refunded, the rep that cancelled your service request only voided payment, she didn't process the refund. But I'm doing that now and you will receive it in 3 to 5 business days'. ARE YOU KIDDING ME?? I have called, chatted everyday since cancelling and not one person saw that it wasn't actually refunded?? And now I have to wait another 3 to 5 days to get MY money back when you all took it out right away?!?!
I never even communicated with any contractor, no one came to my house, the service fee I paid was for NOTHING. This is a joke! This is the very 1st time I have dealt with Landmark and let me tell you they did not give me a good 1st impression and I am SO SO happy that I am not the one who purchased this warranty. I thank my seller for trying to help us out but little did he know how ridiculous this company is. I can only imagine how they handle major repairs... They probably don't, they probably tell you it's not covered. So now we wait and see when my money will actually get sent back to my account. Would I recommend this warranty company? HELL NO! And I will NOT renew next yr.
Dear Tasha,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your card being refunded and apologize for your refund being overlooked. I can confirm that the funds were refunded on Landmark's end on 10/17/18. I have forwarded your feedback to the appropriate individuals to implement the necessary steps to improve our services.
We hope you will be able to give Landmark another opportunity to assist you with your home warranty needs. Please do not hesitate to reach out to us. You can reach me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Oct. 16, 2018
Had a small customer service issue, but it was very quickly and professionally fixed by Landmark. Customer service reps are very friendly and helpful. The fact that almost everything can be handled online at any time is very appealing.
Dear Shelley,
Thank you for taking the time to share your feedback! We appreciate it and are happy to hear that you feel this way. We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Oct. 15, 2018
The fan of AC condenser unit stopped working. We called Landmark Home Warranty. Within 24 hours service staff was dispatched, and the problem was fixed. The service is fast and good. We would like Landmark Home Warranty continue such good service.
Dear Dekui,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way. We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Oct. 14, 2018
Find another warranty company at all costs. So far, LHW has hit my bank account 4 times now without ever fixing anything at $70 a pop 3× over the past 3 days and I've not submitted a service request yet. They keep saying they've refunded me money but actually they just keep taking more. Their customer service is a joke, what they say they will cover is a joke, this company is deplorable. I'd be better off without them at all and so would everyone else.
Dear Rick,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Oct. 13, 2018
I called and paid for a repair man then they inform me that I had to find one on my own because they couldn't find one to come out here. Then after I couldn't find one they finally found one to come out. During this whole process all of our food went bad. Not happy with the service at all.
Dear Chrystal,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience with your refrigerator. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Oct. 12, 2018
Need better definitions on plumbing. Just had to fix a leak on the main shut off next to the house and was not covered. I was not happy, as it’s not specified that if it’s outside it’s not covered. That is the reason I keep a home warranty so things like this are covered.
Dear Madeline,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience. I would like the opportunity to review your concerns in more detail to better address them and go over any coverage questions you may have. Please reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Oct. 12, 2018
Since being with Landmark Home Warranty over the past year we can honestly say that we could not be more pleased. Landmark has assisted us with a few items professionally, timely and made sure that the response and work was done correctly and professionally. The contractors we have dealt with have been a pleasure to work with, efficient, knowledgeable and qualified. I would not hesitate to recommend Landmark Home Warranty.
Dear Kenneth,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way. We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Oct. 12, 2018
A service call was set up to repair the oven and the company followed up with me until the repair was completed. This has been the case with every repair they have done. Received prompt service appointment and they followed up until repair was completed.
Dear Paula,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way. We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Oct. 12, 2018
I have been with Landmark for last 3 years since I bought my house and My experience has been great so far. The service is very responsive and customer service has been great. The service vendors assigned by Landmark have been mostly good (barring a couple of vendors). I plan to continue my warranty with them.
Dear Tejas,
We are glad to see that we have been able to provide you with 4-star service! We would be happy to hear more on your feedback on what we can do to provide you with 5-star services as it provides great insights on how we can improve to better serve our homeowners. Please feel free to reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Oct. 12, 2018
My AC was leaking and water heater was broken. I was OK with Landmark service. But so upset with their contractor who did plumbing. I feel like cheated. Took $600+ from us to fix the roof after heater replacement, but did nothing. I called them and whatever they said didn't make any sense to me.
Dear Sreema,
We are glad to see that we have been able to provide you with 4-star service! We would be happy to hear more on your feedback on what we can do to provide you with 5-star services as it provides great insights on how we can improve to better serve our homeowners. Please feel free to reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Oct. 11, 2018
Landmark is a great Home Warranty for the homeowners, when I call them the first time they were very professional and they help me with may Home Issues. Landmark works quickly and they are very professional. I do recommend Landmark for your home warranty.
Dear Jorge,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way. We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Oct. 11, 2018
The home warranty helps us feel more secure about our investment in the home and its upkeep. It can be worrisome because of all the things that can require repair or replacement. We appreciate the support and quick action we receive from Landmark.
Dear Sandra,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way. We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Oct. 10, 2018
LG Ice Maker Replacement - This transaction from contacting Landmark Home Warranty to working with Restore Home Services went smoothly and professionally! David the Service Technician was outstanding... so pleased with all aspects of this warranty claim! Will definitely continue my account with Landmark Home Warranty.
Dear Juliet,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way. We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Oct. 10, 2018
I have used Landmark 3 times and I have always be very pleased with working with them. I don’t have any complaints. Whoever I speak to at Landmark has always been very polite and have assisted me immediately. I’ve even renewed my home warranty for another year.
Dear Micki,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way. We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Oct. 10, 2018
Created a ticket for a relatively minor (but annoying) issue with our fridge. Within 4 hours we had an appointment set up. After taking off work early due to appointment window times the repairman showed up 2+ hours after the time frame closed and now well past 5p. Took 5 minutes to diagnose repair, told us we would hear from Landmark in regards to next steps on ordering parts, repair, replace, etc. and went on his way. Never heard from anyone. Contacted Landmark 4 times to try to get status of order. Constantly told us they are still trying to get a hold of the contractor. When looked up the contractor online they had terrible reviews, no website, no phone number or address listed. Looked like a very shady company.
When finally talked to a manager they said they have to wait another 24hours before they can do anything. It had already been over a week at this point. Finally heard back and they were going to send out another contractor to look at the issue and "hope" they get the report back this time. Had to take off early again due to time window but luckily this contractor showed up on time. It has now been 2+weeks since the initial order date and we still have a broken fridge. It is very disappointing that Landmark chooses to work with non-reputable companies. Thankfully my issue is minor but I could only imagine if this was my fridge.
Dear Katie,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience with your refrigerator. I would like the opportunity to review your service request in more detail to better address your concerns. Please reach out to me directly at customerrelations@landmarkhw.com with your property address.
I look forward to hearing from you.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Oct. 9, 2018
Earlier this year my dishwasher stopped working and I put a request in. Landmark sent a mechanic out and they said they would repair it even though the dishwasher was 10 years old and should have been replaced. It took them forever to get the parts to repair the dishwasher then when they finally came they ordered the wrong parts. I was without a dishwasher for a month and a half and they were going to take another couple of weeks. I was tired of calling them every day so I ended up just taking the money like a $150 after the fee and buying a new dishwasher. I can't even sell the old dishwasher for twenty dollars because it's old and should be thrown away. Really disappointed in the service and the fact they didn't replace the dishwasher. No point in purchasing a home warranty if they won't take care of you. I won't be renewing with them next year.
Dear Tanner,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it.
I am sorry to hear of your experience with your dishwasher. If your unit can be repaired, the warranty will choose to repair it before a replacement is done. We have a 30-day guarantee for our contractor’s repairs. If your unit’s failure persists within the 30 days, we will have the contractor go back out to check their work at no additional service call fee to you. If at that time your unit is deemed unrepairable, depending on coverage, the warranty will look into replacement options.
We apologize for the delays in ordering the correct part. The cash out option you had chosen was a cash out for repairs. It is Landmark’s cost for the part and labor, which may be less than retail.
If you have any further questions or concerns, feel free to reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Oct. 4, 2018
We've been using this company for almost a year now. First I called about a leaky faucet. The contractor told me that it was caused by sediment in the pipes and we would need to replace the plumbing throughout the house to fix it. He also reminded me that would not be covered. I called Landmark to confirm this and the lady I talked to sent him back out (no second charge), and then he replaced the faucet. Leak fixed. Had a similar issue with the showerhead months later. The contractor didn't have what he needed to fix it with him.
Landmark called me days later to tell me they were denying coverage. Their representative repeated over and over they were going to deny it but the only reason he gave me was that the contractor said, "it looked like someone worked on it." No other explanation. He said there were scratches on the handle... it was a showerhead. It doesn't have a handle! After asking for more info, I learned that the contractor said he couldn't fix it because of the way something had broken, he then decided that it had been worked on before... We won't be renewing. Maybe this would be good for HVAC if you bought your system new but it seems like they can wiggle out of anything.
Dear Tiffani,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experiences. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Oct. 2, 2018
Review for Landmark Home Warranty – I have used this company since 2012 and completely satisfied until June 2018. I made a service claim for my A/C unit and Landmark sent out THEIR contractor (Chill Out A/C & Heating) as is customary and required per Landmark’s contract. THEIR contractor said nothing is wrong with the system and I was charged the standard $60 service fee. Although the A/C unit was still not working. Called Landmark again, made another claim in June 2018, because Landmark closed that claim without confirmation from THEIR customer. Again, Landmark sent THEIR contractor which was the exact same contractor that said everything was a ok. This time THEIR contractor said that I have a leak in the refrigerant line and that the A/C unit was bad and needed to be replaced. I paid the service fee, the contractor several thousand dollars and they replaced the A/C unit in late July 2018, nearly 2 months after our first claim.
When THEIR contractor did this work, they did not repair the refrigerant line, they broke the A/C unit drain pipe which is located inside of my home, and they broke/shorted out a controller board that operates the A/C unit. The broken drain pipe then flooded our basement. THEIR contractor admitted breaking the drain pipe and shorting out the controller board. THEIR contractor engaged a restoration company to come and repair the flood damage and then did not pay the restoration company for the work done. The restoration company demanded that we pay for this work which is several thousand dollars. THEIR contractor then disappeared not responding to phone calls, voicemails, text messages from us the customer from July 2018 to present day October 2, 2018.
All of this time has been spent on dozens of phone calls to Landmark with nothing but apologies and non-action saying it is not Landmark’s issue it is between THEIR contractor and me. I have spent 4 months talking to Landmark and trying to contact THEIR contractor to no avail. As of today October 2, 2018 Landmark emphatically stated that they do not have an issue, me THEIR customer has an issue and I will need to take care of it on my own. Landmark’s representative smartly commented that they believe THEIR contractor over THEIR customer!!! After 6 years of loyal customer support I will NEVER use Landmark Home Warranty again. I WILL be absolutely sure to tell all my friends and family and anyone else through any review board that I come upon my demeaning and horrific experience I have had with Landmark Home Warranty and THEIR contractor. No one should be subjected to this type of unprofessional service!
Dear Chip,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your HVAC unit and the contractor.
Landmark works with bonded, insured, and licensed contractors. As it was the contractor who assisted you with the damage they caused, you will need to continue working with them directly. Landmark works with the contractor and do not control their business.
We have reached out to the contractor who has let us know they have been trying to reach out to you. It is advised that you reach out to have them assist you in moving forward.
If you have any further questions, or concerns, please do not hesitate to reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Oct. 1, 2018
Just a heads up for those of you who are thinking of switching or signing up for Landmark Home Warranty, I don’t recommend them. I have them now and I just had (STILL HAVE) a water leak. They sent Allstate Service Group to resolve my issue and as it turns out, my 10 year old 50 Gallon water heater needs to be replaced (on a 10 year old house; warranty was just up this past August 2018) and I have a bill for the service call $70, plus an additional out of pocket cost of $433 for costs that are specific exclusions in my Landmark Home Warranty contract according to Serge (EXTREMELY RUDE representative I spoke with today, 10/01/18). I purchased the most comprehensive and most expensive plan they have offered/available in my area (Total Protection Coverage). I've attached excerpt from contract detailing "Plumbing System" coverage for those interested in reading coverage for your future/further reference.
Breakdown of the ADDITIONAL / out of pocket costs payable to service provider (Allstate Service Group) to replace a COVERED 50 gallon 10 year old water heater in NV under the Total Protection Coverage for Landmark Home Warranty: Out-of-pocket costs: SEDIMENT TRAP: $68, PERMIT: $140, WATER LINES: $50, TNP: $75, TNP FLEX LINE: $25, DRAIN PAN: $50, BALL VALVE: $25. TOTAL: $433.
I reported the issue on Thursday, 9/27/18 and it is now Monday, 10/01/18 and my garage is still flooded and I have no idea when the water heater will get replaced — even after tons of leg work myself. I have followed up MANY times between the plumbing company, Allstate Service Group (Allstate) and Landmark Home Warranty (LHW) to help expedite my plumbing emergency and as of this writing, 10/01/18 @ 11:07 AM PT, no one can tell me when I will get this work done/issue remediated and resolved. Interesting fact about #LandmarkHomeWarranty, they provide the water heater (not the plumbing company they send out to you) so there’s TONS more leg work and waiting time…if this were to happen to anyone.
LESSON LEARNED: STAY AWAY from #LandmarkHomeWarranty! I was fortunate enough to have my water heater on concrete BUT quite UNFORTUNATE in this instance with the Landmark Home Warranty claim, as my flooding is not considered an “emergency” since it’s not damaging the concrete hence the run around and waiting game. OMG! It’s JUST damaging the rest of the items in my garage including my built in wooden racks and all items I have low enough in the garage.
I just spent $600 this weekend on replacement racks so I can move the items off of the built in wooden racks in my garage! I also have not slept since this has happened as I have to constantly clear my garage of the water/flood so I don’t end up flooding the house too if the water gets high enough. I’ve been doing this every 2 hours. Water gets trapped in my garage if the garage door is not left open. I refuse to leave my garage door open because of the various nefarious characters out there plus the million cockroaches and scorpions (and other eekie bugs) outside that would rather hang out in my garage than brave the wild. I wouldn't be as worried if it was just us adults but I have a CHILD and she is my #1 priority but obviously not a priority to Landmark Home Warranty.
House was bought new construction, Aug 2008 by William Lyon Homes. I had a similar experience with Fidelity National Home Warranty and they paid for everything and replaced the water heater SAME DAY! I was only responsible for the service call fee and again, it was replaced SAME DAY with no issues and I did not even have a flood in my garage like I do now!
For those in Nevada (NV) experiencing issues with Landmark Home Warranty you may contact the Nevada Commissioner of Insurance at (888) 872-3234 to report issues with your contract. Anybody want to wager on when I would get this resolved? LOL! Landmark Home Warranty #LandmarkHomeWarranty #FidelityNationalHomeWarranty Fidelity National Home Warranty.
Dear Julie,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your water heater.
The out of pocket costs are costs to modify parts to ensure the hew water heater is compatible with your home. Typically, these parts are not covered under the warranty. Modifications are also not covered.
Depending on our contractor, either Landmark or the contractor themselves will order necessary parts. The water heater was ordered today by our parts department. The ETA was set for today, 10/01/18. When the contractor is available to pick up the new water heater, they will also reach out to you to schedule for replacement.
We’d like to thank you for your patience and apologize for any inconveniences. If you have any further questions, please do not hesitate to reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Sept. 29, 2018
They fixed my ac and when I had another issue less than 30 days later they sent a guy within one hour and it was repaired at no additional cost (except the $70 service call fee as it was not related to the first repair at all!) Love Landmark!
Dear Tammy,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way. We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Sept. 25, 2018
Our range began causing the breaker to trip every so often. Eventually it got to the point where we could no longer have the range on without tripping the breaker. We've never had issues with Landmark before, so of course we gave them a call. To begin with, the service representative who answered the phone asked me the same questions probably five times and when I explained the problem for the fifth time she asked if I wanted an electrician or an appliance technician. I told her I didn't know what the problem was. She said I had to choose because "we can't afford to send multiple technicians to your residence." Um... excuse me? You can't afford to? I pay you! You can afford to send as many as I need! So eventually we decide on an appliance technician as we are not having any other electrical problems.
When we finally get an email with our appliance technician's name (two days later) we call and they can't fit us in for a week! We are a family of five and we cannot afford to eat out every single night with no way to cook. We called Landmark and asked them to get us someone who could see us sooner and they said "we have called every appliance technician in the valley and this is the sooner they can come out" REALLY??? YOU HAVE CALLED EVERY SINGLE APPLIANCE TECHNICIAN IN THE VALLEY??? (We live in the Salt Lake Valley.) TOTAL BS. So at this point we decide we have no choice, we've already paid $100 and just need to get our range fixed so we can feed our family.
We called a friend who is an electrician who convinced us it was the electrical, so we called and canceled our appointment to reschedule for an electrician. They said they would refund the first service charge and would need to place a second charge for the second service request since it was different. Fine. I get that. Except, instead of a refund, they charged us two more times. So at this point I have paid $300. I called them, sent them screenshots of my bank account, etc. They assure me that one of the charges is, in fact, our refund. I give it a few days and wait for everything to clear in my account. Nope, it was definitely charged twice.
We did get the refund for the first charge finally, but we still had the double charge. So, now I've paid $200 for one call. This was on September 14th. I call and let them know, I send them screenshots of my bank account again. (This is about a week later.) We finally had the electrician come out and he says, it's not an electrical problem, it's an appliance problem. Ok, that's our fault.
So my husband calls again and asks to get an appliance technician out (it's now been two weeks since we could use our range). They say fine but they'll have to charge us for this service request. Ok, we expected that. (Still haven't received the refund from the double charge.) I have my husband put it on a credit card because it's easier to stop payment on a credit card than on a bank account. I call Landmark again and tell them that everything has processed through my account, we still have the double charge for the 14th. It is now the 25th. They say, "But you've had three service calls this month, one was canceled and one was refunded." I said "are you kidding me? Are you saying you charged me for the service request I made today 11 days ago? How does that make any sense?" So I take a screenshot of our credit card account, I have now paid $400 for what should have been $200.
I have contacted my bank to dispute the charges. I will be going with a different company next year. I really hope you read your reviews, Landmark. American Home Shield does not have nearly as many 1 star and negative reviews as you do. We've had your company for 3+ years and have never had a problem before now. I feel like you're trying to get rid of us. You do not have enough reps to service the area, you do not take care of your client. You are clearly only trying to take us for every penny we have.
Dear Nancy,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experiences. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at customerrelations@landmarkhw.com with your property address.
I look forward to hearing from you.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Sept. 18, 2018
Filed a claim for the AC of my house not cooling well. Contractor sent by warranty claimed this was caused by having contaminated refrigerant (R-410, I think) and they quoted over $800 for the repair, after including the Landmark Warranty customer discount. Landmark rejected the claim stating the issue was not due to "normal wear and tear", so they were not going to cover anything. They also rejected/ignored my request to have a second opinion on the matter. So my $70 service call fee went for a waste.
I had a second contractor come inspect my AC and his diagnostic was totally different and much less costly. Also, this contractor looked at both my interior and exterior units before the diagnosis, when the first contractor only looked at the outside one and made his judgment of contaminated refrigerant, and no good explanation of how that would had happened. As a side note, although customer service told me that I could pay the service fee to the contractor, the two agents that received my initial claim required me paying the service fee directly to them, otherwise they will not schedule a contractor to come. End of story: I did not renew my home warranty.
Dear Jeronimo,
I am sorry to hear of your experience with your A/C unit. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I would like the opportunity to review your service request in more detail to better address your concerns. Please reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Sept. 15, 2018
When the AC unit stopped working the conclusion was that it was the compressor. Despite the fact that a warranty was in place they said they will only replace the compressor and everything else including freon, hallway, flushing, and reclamation which are all mandatory by state law was something I had to pay $825. I was not permitted to do anything myself to save money. Less than 30 days goes by and the same thing broke. This time they said it would be $860. Extremely frustrated and will be taking this matter to concerned parties.
Dear William,
Thank you for taking the time to share your feedback. I am sorry to hear of your experience with your A/C unit. Typically, modifications are needed when a major system is replaced to ensure the new system works with your home. The warranty covers for covered systems that have gone into failure and unfortunately does not cover for modifications. These will in turn become an out of pocket expense to you. If you are unhappy with the expense, an alternative option can be looked into.
At this time, the compressor of your unit is under a manufacture warranty. It is advised that you reach out to the manufacture as their warranty trumps Landmark’s warranty.
If you have any further questions or concerns, please reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Sept. 14, 2018
Their service request department is a joke! To start, I opened a service request and the contractor assigned does not believe in communication (separate issue). The issue was not fixed on the first visit nor the second. I called Landmark again to recall the service request. The contractor is unreachable and I've been calling Landmark for 4 days in a row to get a status on my service request. It was always the same story, we've tried to contact the contractor and sent them an email to get a status.
After, the 4th day I requested to speak to a supervisor and she advises that the contractor canceled the recall! Why couldn't the agents the past 3 days see and relay this information! What a good way to waste everyone's time! The only solution they can provide is issue another recall and contact the contractor. In the meantime I have deal with a leaking sink! After doing research and speaking to former customers, I can understand why they did not renew. Their customer service truly lacks.
Dear Daniel,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience. I would like the opportunity to review your service request in more detail to better address your concerns. Please reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Sept. 14, 2018
Had open a ticket for a shower leak. Ticket number one **, actually all three showers for working. They send out Lion's Den Plumbing who took 3 days to get there the first time, leak came back. Called Lion's Den. They told me they don't want either work Landmark warranty there work. Called Landmark. They open another ticket. Call Lion's Den back. They can't get me in for 4 days. Great customer service when someone has an emergency leak.
Dear Christopher,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience with your leak. We have sent a recall ticket to Lion’s Den to go back out to your home to check their work at no additional cost to you if the issue is related to the original leak. I see that you have a scheduled appointment for 09/17/18.
If you have any further questions or concerns, please reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Sept. 14, 2018
The reason that I was considering canceling services was lack of assistance and ownership of your customer support team. One of the reps said I would receive a return phone call for my AC repair and sure enough no one did. When I acted and call the AC repair company myself after the 4-hour window that was promised, I found out they were closed. Instead of just submitting a case, shouldn’t you guys have a playbook on who’s one on the weekends that can help my customer?
At that instant I was livid. Then I proceeded to call you guys back, explaining my dissatisfaction. Another rep got a different AC repair place scheduled – and of my asking, called them after wanting to ensure this is going to be handled. Being I lost trust in your support staff, I called and spoke with the AC repair company and was told they wouldn’t be able to help me until Monday or Tuesday. Just to clarify, this was Saturday mid-day.
I read my contract and I know AC isn’t considered a high severity. That wasn’t the case. My point was you have reps…(How can I make your day more pleasant), when all they should’ve said is, "Look. I cannot tell how/when they will get this done, but your case was submitted. If you have any questions call the number sent in your email followed by explaining the company’s policy."
I’m an Operation Center Problem Manager with the largest for nonprofit service provider in the world. If you ever donated, it was probably hosted by us. I understand processes/SLA. I felt let down by your firm. I had to go outside of your network at 1PM that afternoon begging for them to come repair my AC – and paid a lot of money for that to happen. I called back your customer service department and explained for your company to make amends should pay half my invoice for all that transpired and like the robots they are, they just gave me that copout justifications and no sympathy.
Dear Chris,
I greatly appreciate your honest feedback and the time you have taken to share it. I have forwarded it to the appropriate department to implement the necessary steps to improve our services for our homeowners.
At this time, your warranty will remain in an active status and is available for your use. I apologize for the frustrations this experience may have caused you. Please do not hesitate to reach out to me directly for any further questions or concerns you may have.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Sept. 14, 2018
I have auto pay. This is the second time in about 6 months that it has not been paid on the auto date I have set up. The first time it happened it said that I did not have a valid credit card number yet it was the same I have used and was still valid. Now August's payment has not been taken out. The card still is accurate and valid.
Dear Joan,
I am sorry to hear of your billing issue. I would like the opportunity to review your warranty to determine the cause of this. Please reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Sept. 13, 2018
We have renewed our Landmark Home Warranty every year after bought our house. We have been very happy with the service as well as the technicians they have sent out have been great to work with. The customer support has been great as well, when we have any questions about what is covered and what is not.
Dear Dan,
We are glad to have the opportunity to provide you with a peace of mind for your home! We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Sept. 13, 2018
The service was completed. However, with only 2 companies contracting with Landmark, it is very difficult to get timely service. In this case, we were in the hottest time of the year, in Texas heat of 100+ degrees daily. My mother is 80 and in poor health, yet we could not get "emergency response" for our service. Landmark needs more than 2 A/C companies in the greater San Antonio area under contract.
Dear Kenneth,
Thank you for taking the time to share your feedback. We would be happy to hear your feedback on what we can do to provide you with 5-star services as it provides great insights on how we can improve to better serve our homeowners. Please feel free to reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Sept. 13, 2018
Have had someone out 4 times with nothing fixed. Was told I may be putting dishes in incorrectly. I see where it’s leaking but can’t get it to do it now. I had to take time off work each time and was charged for visits. Then told we will send you a check for $66 to repair it or put it toward a new dishwasher. All the money I lost (wages) paid out I could of bought a new dishwasher. I don’t see how if they couldn’t fix it in four trips that $66 is going to cover anything. I have also had contacted them regard AC unit that was leaking. Told they didn’t cover that either. I'm wondering what they will cover. My daughter had coverage with another company with no issues. They say they cover appliances, AC, garage door opener, etc. I know I could and will not recommend this company.
Dear Judy,
I am sorry to hear of your experiences with us thus far. The warranty guarantees our contractor’s work for 30 days. If a failure still persists within this time, we can open a recall ticket. At no additional service call fee to you, the contractor would be sent back out to check their work. Unfortunately, you were out of this time period when you had opened each service request for your dishwasher.
The cash out that was sent to you was the parts and labor at Landmark’s cost for the covered parts. According to the last diagnosis, the inner panel needed to be replaced. However, this is not a covered item as it does not affect the functionality of the dishwasher. The gasket also needed to be replaced. This is covered under the warranty. Your cash out was for this part.
If you have any further questions, I would be happy to assist you. You can reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Sept. 13, 2018
We have had multiple claims in the past 12 months and Landmark has been easy to work with and supported us each time...Thanks! The contractors recommended by Landmark have been great and contacted us quickly and arrived on time. We have just renewed coverage with Landmark, adjusting our plan slightly and taking advantage of monthly billing rather than paying up-front for an entire year... nice. We would recommend that homeowners consider Landmark when shopping for a Home Warranty.
Dear Richard,
We are glad to have the opportunity to provide you with a peace of mind for your home! We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Sept. 12, 2018
I called in last night to update my card since I got a new debit card. I needed to make a claim for my washer. I found out it’s not covered under my warranty. My fault. So I authorized $60 for my August payment that was pending. That was the only amount pending. I wake up this morning to find $195 for purchase?!?! What is that for! I’m not happy. Can someone please get back to me ASAP on what that is for. Thanks.
Dear Darrin,
Thank you for taking the time to share your experience. It appears the $195.00 payment that was taken out was for 3 past due service call fees. The service requests were for your A/C unit, ceiling fan, and your pool. We apologize for the inconvenience this may have caused. If you have any further questions, I would be happy to assist you. You can reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Sept. 12, 2018
Landmark has been helpful in repairing my AC and heater each time that they have broken, expenses that I otherwise would have had difficulty affording. The week long wait without AC in the summer and a heater in the winter has been very painful though.
Dear Peter,
We are glad to see that our agents and contractors have been able to provide you with 4-star service! We would be happy to hear more on your feedback on what we can do to provide you with 5-star services as it provides great insights on how we can improve to better serve our homeowners. Please feel free to reach out to me directly at customerrelations@landmarkhw.com.
Thank you for your patience and positive feedback.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Sept. 11, 2018
He changed the door locks and helped redo the lock on the garage door opener. Helped me immensely. He listened to my concerns as well. Each night is a challenge with the stalker I have. Pain and torture is the point, not hit and run.
Dear Betty,
We are glad to see that our agents and contractors have been able to provide you with 5-star service. We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
TiffanyCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Sept. 11, 2018
I recently had to put in a call for an AC check. Living where I do, it's a necessity to keep the cool air on. And, as always, the Landmark representative with whom I spoke was very professional and courteous. They always are and I have no complaints.
Dear Jill,
We are pleased to hear that our agents and contractors have been able to provide you with 4-star service. We would be happy to hear your feedback on what we can do to provide you with 5-star services as it provides great insights on how we can improve to better serve our homeowners. Please feel free to reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
TiffanyCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Sept. 11, 2018
Cameron was a great help on the follow-up call. He was checking in on our current request to have our shower fixed. Let me know that Landmark ALSO has not heard from the plumbing company. Cameron offered to send a follow-up to the plumber for us.
Dear Jennifer,
We are pleased to hear that Camron was able to provide you with 5-star service! We appreciate your feedback and thank you for the time you have taken to share it! Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
TiffanyCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Sept. 5, 2018
Right when I moved into the home we bought, our dryer broke. Landmark had a vendor come out and it was taken care of within the week. A week later the washer broke. Landmark again had a vendor come assess the problem. This time Landmark decided it was more cost effective to replace the washer. Within a week we had a new washer on our doorstep. It was quick and easy and they took care of our needs! Thank you!
Dear Amy,
We are pleased to hear that we have been able to service you in a timely manner for your washer and dryer! We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Aug. 31, 2018
I have submitted 4 claims with Landmark. Landmark denied 2 out of 4 claims. They approved the 2 very inexpensive repairs which I could have done myself except that I was out of town on business when my wife called them in. Interestingly enough both the expensive claims were denied as "not covered". I never received a satisfactory explanation why the repairs were not covered. But as they involved air conditioning failure in the middle of a Texas summer I had no choice but to pay for the repairs myself instead of wasting time arguing with Landmark.
Dear David,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experiences with Landmark. I would like the opportunity to review your service request in more detail to better address your concerns. Please reach out to me directly at customerrelations@landmarkhw.com.
I look forward to hearing from you.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Aug. 30, 2018
I have not been happy with your contractors and the last one, who came to 'fix' the A/C was the worst. I will not be renewing my contract. I did experience excellent customer service from you when placing a service call, and following up, but other than that, it's the work that is important, and that was not to my satisfaction.
Dear Debby,
I am sorry to hear that you feel this way. Landmark works with independent contractors to ensure there are unbiased diagnoses. I would like to discuss the specific contractor you are referring to.
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it.
Please feel free to reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Aug. 30, 2018
Service tech very professional. Service call did not provide anything. Extra charges for everything! Leak detection $249! Other companies include in their call. My AC had to be replaced and Home Warranty did not do squat! As far as I am concerned, I have been ripped off!
Dear William,
Thank you for taking the time to share your feedback. I see that the service request you had opened was for a pre-season tune-up. This is a service the warranty offers to assist our homeowners in maintaining their unit and getting it ready for the upcoming season.
If a failure was found, a new request would need to be opened. I do not see this was ever reported to us. If your unit has a failure, please reach out to us at 866-306-2999 to open a new request to assist you. Once the diagnosis is given, coverage will be determined.
Please do not hesitate to reach out to me directly at customerrelations@landmarkhw.com for any further questions or concerns you may have.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Aug. 30, 2018
Awful communication and customer service; we've been waiting days as they attempt to get dimensions from the contractor who already came out over 24 hours ago to diagnose the failed water heater. At this point, we are at 4 days and have more to go without warm water, and were told: "there are other ways to bathe your infant". I understand some processes may take a while, but telling your customer to "call back in an hour or two" repeatedly is not acceptable when it goes on for over a day with no progress. Nor is substantiating a loss of hot water by suggesting that you find another way to bathe your infant child. This is a poorly run business with a severe lack of urgency and empathy at the customer service level, and as such I will be renewing with one of their competitors. There's a reason their average rating is substantially below some of the other blue chips in the industry. Do not just go with the company your realtor suggests - do your research.
Dear Colby,
I am sorry to hear about your experience. It is not the service we intend to provide. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. It will be forwarded to the appropriate departments to implement the necessary training to better our services.
The diagnosis is currently being reviewed to determine coverage. Once we know what we can do to move forward with your service request, a representative will reach out to you to go over the next steps.
In the meantime, you are welcomed to reach out to me directly at customerrelations@landmarkhw.com for any further questions or concerns you may have.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Aug. 30, 2018
I have good experience with Landmark. It is the contractors that seem to take a while getting the job done. The first one assigned to me, did not do the job correctly. They put the wrong sand in my filter which caused two months of a green pool and several calls to Landmark and lots of frustration. I would and have recommended Landmark!
Dear Jill,
We are glad to see that our agents and contractors have been able to provide you with 4-star service! We would be happy to hear more on your feedback on what we can do to provide you with 5-star services as it provides great insights on how we can improve to better serve our homeowners. Please feel free to reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Aug. 30, 2018
Your tech came out. Gave an incomplete diagnosis, just rusted primary drain pan. I had another company come out to tell me what was completely wrong with my air conditioning unit (clogged pipe and leaking coil). I called to have your tech come back out. Your rep said okay and contacted the company who contacted me. Next thing I know somebody else calls from Landmark and says they're not coming out, they did what they were supposed to. I've had three independent companies tell me what is supposed to be done, clogged pipe blown out to stop leak and Landmark refuses to do it. Especially after telling me that blowing out the pipe, which is necessary and covered under my warranty, can only be done if I pay $300 for the original tech to come back out to fix primary drain pan.
Dear Errol,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experiences with Landmark. I would like the opportunity to review your service request in more detail to better address your concerns. Please reach out to me directly at customerrelations@landmarkhw.com.
I look forward to hearing from you.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Aug. 29, 2018
I have two issues: 1. Telling me that a repairman was being dispatched on a weekend when that wasn't going to happen. 2. Having an unreasonable emergency air conditioning repair policy that required air temperatures to reach 100 f before dispatching a repairman. My air conditioner broke down sometime Friday night or Saturday. I called for emergency dispatch Saturday morning. A contractor was assigned. I waited for a call then called the contractor. All voicemail boxes were full.
I called back Landmark and was told it won't be until Tuesday that the issue could be fixed and that the issue wasn't an emergency until it was 100 degrees. Well, I wasted four hours waiting when I could have called my own repairman. I ended up paying for the repair out of pocket. And it did end up getting to 100 degrees but I was not going to be homeless for an entire weekend or having my 3yr old and 1yr old sweatbox it out at home. I told dispatch about the child situation and it didn't matter.
Dear Abdul,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your A/C unit. Under normal circumstances, services will be initiated within 1-2 business days. Given the day, the representative was able to make reasonable efforts to find a contractor with an availability for the following Tuesday.
I understand this frustrating experience and would still like to offer our assistance. You had requested to cancel your claim. We can re-open the claim and have a contractor out to diagnose your unit as quickly as possible. If you are interested in this, you can call into the office at 866-306-2999 or reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Aug. 29, 2018
Everything with the appointment went well and the contractor did an excellent job. However, at the time I didn’t realize I wasn’t supposed to directly pay the service call fee so I paid him $70. Then when the ticket was completed Landmark also charged me the $70. Upon speaking with a representative, I was asked to provide evidence of my payment to the contractor which I did with a direct reply to the requesting email with copy of the deposited check. Approximately one week later I received another email again asking me for the evidence. I replied to that email again with the copy of the deposited check and haven’t heard anything since. I still have yet to receive a refund of the $70 from either Landmark or the contractor.
Dear Jonathan,
I am sorry to hear that you have not received your refund for the service call fee. We have coordinated with the contractor and they will be refunding you the $70.00 service call fee.
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it.
Please do not hesitate to reach out to me directly at customerrelations@landmarkhw.com for any further questions or concerns.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Aug. 28, 2018
I originally contacted Landmark to put in a service claim for my refrigerator. I promptly received an email letting me know a contractor had been assigned, and within a few hours had set up an appt for the contractor to stop by. That's where the pleasantness ends. Ever since then, it has been unanswered phone call and texts to the contractor, repeated phone calls to Landmark to try and find out what is happening, to no avail. It has been two weeks and they don't even have a diagnosis on the issue with my fridge yet.
I finally asked to have a different contractor assigned, they told me I would hear back within 4 hours, from a new contractor to set up an appt. Well 4 hours later, and no phone call, I called back and was informed that the department that had to approve that was not available, and I would have to wait for them to review my request before another contractor could be assigned! SURE, WHY NOT? I'VE ONLY BEEN WAITING FOR TWO WEEKS TO HAVE THIS ADDRESSED!!!
Dear Arnoldo,
Thank you for taking the time to share your feedback. I am sorry to hear of your experience with your refrigerator. We were able to reassign your service request to a new contractor. On 08/30/18, we received their diagnosis. It is currently being reviewed for coverage. Once we are able to determine the next steps of your service request, a representative will reach out to you to go over the details.
In the meantime, you can reach out to me directly at customerrelations@landmarkhw.com for any further questions you may have.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Aug. 27, 2018
My washer stopped working, made a call to Landmark Home Warranty and within 2hrs of the call had a repair tech at my home. Parts had to be ordered and once they were in they let me know what day/time he would be at the house.
Dear Kathy,
We are glad to see that our agents and contractors have been able to provide you with 5-star service. We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Aug. 27, 2018
Landmark was recommended to me by my realtor but I have had nothing but issues when trying to use their service. I have currently been trying to get plumbing fixed since Saturday... It is currently Monday and I have yet to get any clear answer on what's going on with my claim or who is being assigned to it. I used them not even a month ago for the same issue and the plumber did not fix it, now I'm paying a second service fee for the same plumbing issue and still have nothing to show for it... No assigned plumber and no clear answer on when I may get a plumber out to fix our plumbing. So I am on day 3 of not having a bathroom shower to use unless I want to cause further water damage to my home. Beware of this company, they are slow to respond, can't give clear answers (each representative tells you something different), and are just eager to collect your service fee.
Dear Holly,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your plumbing. Our contractor relations department has been contacted. Once we have an update from them, we will be able to update you on how we can move forward. I have asked that the matter be escalated as you do not have any plumbing use in your home. A representative will reach out to you to go over the details.
In the meantime, if you have any questions, you can reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Aug. 22, 2018
Needed a/c check up. $70.00 service call. We invited we wanted a "repair order" ticket. Landmark warranty phone rep insisted we needed a "tune up" service. $70.00 more, AC Repairman arrived and said we needed freon added and that we needed to call Landmark back and open "repair order" ticket. $80.00 additional charge for freon. $220 is one damn expensive service call for just adding freon. Seems as if "home warranty providers" are a scam set up between title companies. I will avoid at all cost next time around. Live and learn - buyer beware. Most companies will give a free estimate first.
Dear Mark,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your A/C unit.
I was able to listen to the call you had with the representative when you first opened the claim. The tune up was recommended as your unit was not currently in failure. The representative also went over the process you would take to open a repair ticket if a failure was found during the tune-up. When a failure is found during a pre-season tune-up, a new repair ticket would need to be opened with an additional service call fee to perform the needed repairs. The tune-up is a service we offer to assist our homeowners in maintaining their HVAC units and getting them ready for the upcoming season. Due to your experience, I have refunded one of your service call fees. It will take 3-5 business days to go back onto your card, depending on your bank. I am sorry if there were any miscommunication.
The warranty covers up to $20.00 per pound of freon. The remaining amount would be an out of pocket expense to you. I would be happy to go over any coverage details with you or answer any questions you may have.
I’d also like to invite you to reevaluate your rating and review if I was able to remedy the situation. If there is anything more I can do to better your experience, please do not hesitate to reach out to me directly. You can reach me at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Aug. 22, 2018
They took $300 from me and won't repair my pool sweep. Two of their employees told me that the wheel on the pool sweep was covered. Then 10 minutes later a manager called me and told me that their employees lied, and that it's not covered. Now I am out $300.
Dear Diane,
I am sorry to hear of your experience with your pool sweep. Typically, the warranty will only cover the motor for the pool sweep. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I would like the opportunity to review your service request in more detail to better address your concerns. Please reach out to me directly at customerrelations@landmarkhw.com.
I look forward to hearing from you.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Aug. 21, 2018
Landmark Home Warranty is happy to take my money for service call fees, but refuses to pay out when the diagnosis warrants repair. They blatantly deny legitimate repairs that are listed as covered under our contract terms. We’ve had several denials which went against our warranty terms. They simply will NOT honor their own contract. We have been denied repair for our water heater because the pilot light was going out intermittently. Landmark claims that the pilot light on our water heater is a separate appliance, one which is not listed as covered under our contract. I’m not sure how our water heater could function without its pilot light, but whatever, I got sick of arguing. Then there was the matter of a code violation also with water heater, which was apparently improperly installed.
My contract specifically states that Landmark would pay to have code-violations corrected. This was also denied. Then there was an electrical issue that Landmark refused to have repaired. They went as far as to blame ME for the issue, saying it was because our window that we installed caused the electrical issue. Landmark had documented proof that the issue was present prior to our window being installed, yet they still denied our claim. I have paid the service fee for an HVAC contractor to come out and fix my AC a total of (I believe) 5 times. These service calls could have all been avoided if Landmark didn’t send a contractor out here that PRETENDED to perform an AC tune-up for a mere $65. Now Landmark is refusing to pay for the cracked condensate line, which is listed as covered under our warranty.
Bottom line, Landmark will only pay for the repair/replacement of your covered items IF the repair costs LESS than the service fee. For instance, pest control service. I received a bill from the pest control company that Landmark send out. The fee for their service was less than the $65 fee, which I assume is why Landmark was willing to cover that particular fee. They were making profit. Do not assume your contract with Landmark will be honored by both you, and Landmark. They don’t care what the contract states, and they will deny your claims listed as covered.
Dear Blaise,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experiences with Landmark thus far.
I was able to review your service request for your water heater. It was found that your unit did not have a vent and it would need one installed. The warranty only covers for items that are properly installed at the time of the effective dates. Due to the vents were missing, it would not be covered. Your pilot light was not lighting because your unit was not properly venting. In order for the code violations to be covered, the part would need to be installed and in failure.
For your A/C unit, we are currently pending the diagnosis from the contractor’s last visit. Once that has been submitted and reviewed, a representative will be reaching out to you to inform you on how we will be able to move forward.
If you have any questions you can reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Aug. 19, 2018
We recently had our microwave oven stop working for us. We called Landmark Home Warranty, who set up an appointment with a home repair company. They came to the house within 36 hours of calling LHW. They accessed the microwave, gave LHW the option of repairing the appliance or sending us a check for a replacement with similar features. In our case, due to the age of the appliance (14 years old), they decided to replace our microwave. We went out and purchased a new one within hours and had our repair serviceman install it for us for a small fee. LHW mailed us a check for the replacement microwave within 7 days and we couldn't be happier with their service. Better than we could have imagined.
Dear Mike,
We are glad to see that our agents and contractors have been able to provide you with 5-star service for your microwave. We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Aug. 18, 2018
This is the first problem I’ve had with Landmark. After I paid my 70.00 co-pay fee to Landmark, they were unable to find a contractor – even though after two phone calls to Landmark I found and provided Landmark this information - who could come to my home in a timely manner to diagnose a septic system. I was told to find a contractor for diagnosis only. Have them call Landmark with repair information. If Landmark was not contacted by the service company prior to repairs being done, they would not be able to reimburse me for any work performed.
The service tech said that if he didn’t replace the effluent pump, he would have to charge me 75.00 for a diagnosis call but said he could not call but Landmark would have to call his office and his company did not want him wasting time waiting for the office and Landmark to negotiate repairs, as he had another service call to get to. Since I was already out 70.00 a co-pay fee, and getting the distinct that the chance of a reimburse was not likely – a Landmark manager had spoken to me and advised me that septic systems had a 500.00 repair limit – so I told the tech to do the repair as today is a Saturday and the system was backing up.
Dear Joe,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your septic system. I would like the opportunity to review your service request in more detail to better address your concerns. Please reach out to me directly at customerrelations@landmarkhw.com with your property address.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Aug. 16, 2018
Background: I bought one of my houses in 2014 and decided to go with Landmark since reviews at the time were the most positive. I recently added another house to the policy that I recently acquired, because I want all my houses protected. BIG MISTAKE. It turns out that most recently, there are a lot more 1-star reviews. This should tell you where the Company’s priorities are; not the customer.
*Buyers, look elsewhere for a company that values your continued business and sees you as a customer and not as a single house. I learned that when making a claim on a property, they don’t consider your entire customer profile, they see each contract as a separate house. So, in other words, you are only seen as a contract number.
The straw that broke the camel’s back: I recently put a claim on a new house that I put under my policy. I also had an annual A/C maintenance and inspection done the month I put the property under warranty. Unfortunately, a week to the day after the 30 day window where you can’t claim something, the A/C coils go out. I called in the claim and paid a $70 copay to Landmark. After calling in after 24 hours of not hearing anything from them, a rep said that no one has even looked at the case yet. Later that afternoon, I get a call back from Landmark saying that they are denying my claim due to, new policy and no history of maintenance, and that the contractor they used, said that the issue COULD be caused by a slow leak. Therefore, Landmark classified the issue as a “pre-existing” issue because there was no basis or proof of maintenance or inspection.
I called the contractor to verify the info they told Landmark, and they never used any terms as pre-existing condition within their diagnosis. I also sent in my inspection receipt showing that maintenance was done and had no issues literally the day I put a policy on the house 30 days prior. I called back again and Landmark changed their story yet again, stating that I was supposed to provide a home inspection report instead the maintenance receipt. They even called the contractor who serviced the house and he told them that he didn’t remember specifically what issues, if any he found as it was 30 days since the inspection.
Because contractors are supposed to apparently remember everything about every unit they service, and since he didn't remember a slow leak specifically on my unit, they decided that the issues was still deemed pre-existing. Interesting that there was a section on the report I provided that had a place to write-up issues and potential problems to fix. My dealings with Landmark in this case is a classic case of an insurance company trying to get out of paying for what their customers were mislead to trust, peace of mind. When asked if my four years of customer history meant anything; the response was “we look at a claims on a home to home basis”. Thanks for treating a loyal customer like a number Landmark. Good luck with that business philosophy. Its no wonder recent star reviews are getting lower and lower.
Issues throughout the years: - Yearly increases in co-pays. - A/C service on my first house went out couple years ago, and the contractor took almost a week to fix the A/C while my family was in the middle of Texas heat. Landmark did nothing to help expedite the process and only referred me to the contractor every time I called. As it was over the weekend, I had to wait to speak to a contractor on a Monday. I didn't write a review because I believe in giving a company a second chance.
- Approval of parts needed takes forever and you have to constantly call to ask what the status is. I had a refrigerator sensor start to go bad and it took the approval and ordering process for the part to be approved and for work to be reschedule over a week and a half to get complete. The delay caused the unit to go completely bad and all the food to spoil.
- They nickel and dime you try to charge a separate $70 co-pay for everything. If you have a part that needs repair on an A/C unit, and even though the contractor is out there already, and you ask them to perform the annual maintenance on the same unit being worked on; they will charge you another $70 co-pay. Also, it’s a separate $70 co-pay to perform maintenance on each A/C unit (downstairs and upstairs). - Some contractors are terrible communicators and will never give you a call when expected and you will have to follow up multiple times to have them change people out that will call you back. Landmark continues to use low-cost providers.
Reviewed Aug. 15, 2018
We switched to Landmark from AHS on a previous home and decide to continue with them on our new home. We recently discovered we had a water heater leak and they sent a tech to our house after paying my $70 service call fee. The tech told me the time he would arrive yet he arrived 2 hours before he said when my young daughters ages 12 and 9 were there alone. He proceeded to enter my home knowing no one over the age of 18 was home and my daughter hurried up and called me. He said I could stay on the phone with them after I express my concern for him being in the home without an adult which is not acceptable. He should have left my home immediately. I then got an email from LM saying what was needed to be done and that they would cover $750 and my part was $600 which I am okay paying but when I expressed my concern via phone about the contractor I was pretty much told I didn’t have a choice.
I decided to try and use them again but after being on hold for 15min and hung up on, I began to get frustrated. I called once again and was told I had to pay the $600 BEFORE the work was ever even scheduled which is unacceptable. I called LM and told them I wanted the cash out option and would like to find my own person which they refused. Sergio, Kylie and EVERY SINGLE PERSON I talked to on the phone were RIDICULOUS.
I asked for supervisors to discuss these issues with yet all I got were comments such as “Since I’ve worked here I have NEVER seen them do the cash out option” and “no we aren’t going to do it” so I can honestly say this company does not care about their customers, every single person acts as if they are the final say so and the boss. Not one phone call has been made to me by upper management which is what I requested. They don’t communicate within each other and I can say yesterday I got an email from B ** asking if I had made a decision about my water heater and today another customer service rep called and asked me the same thing when I was told by the last person I spoke to on Friday that they were going to “address my concerns” and would get back to me yet none of these people even know what is going on.
Save yourself some time and money and find another company because if they can’t even communicate within their company, what makes you think they will communicate with you as a customer and care about what is going on in your house when something fails. I will be taking this case to the BBB and if it is not addressed promptly, I will consult with an attorney because who knows what kind of person they sent to my house that couldn’t tell that no adults were home at the time.
Dear Leslie,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your water heater.
Your claim is currently under review. Once we have a confirmation on how we can move forward, a representative will reach out to you directly. In the meantime, if you have any questions, you reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Aug. 15, 2018
We have had service calls through Landmark for our air conditioner in September 2016, May 2017, October 2017, May 2018 and July 2018. Each time we have to pay a service call of $75-$100, and Landmark only authorizes Freon refill rather than fixing the problem. Last night our air conditioner went out again. The soonest appointment available is tomorrow. We live in Texas where it’s extremely hot, they have one contractor in my area so we just have to sit and be hot while we wait on them AGAIN. And if they do decide to fix it this time, I will owe another service call fee since it’s outside the scope of work done last month! Oh, and I called them to complain and got nowhere.
Dear Lisa,
You had reached out to Landmark on 08/15/18 to inform us that your unit was still not working. A recall ticket was opened and you were scheduled for 08/16/18. As it is a recall ticket, we would like to send the same contractor out to check their work. Although it is uncommon, if the new failure is unrelated to the previous failures, a new service call fee would need to be paid. If this is the case, a representative will reach out to you to go over the details on how we can move forward.
Typically, the warranty will perform repairs if they can be done. If the contractor states your until will need to be replaced, the option will be looked into as well. Once the contractor can provide his diagnosis from today’s visit, we will reach out to you to update you on what we can do.
In the meantime, you can reach out to me directly at customerrelations@landmarkhw.com for any further questions or concerns you may have.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Aug. 13, 2018
Landmark home warranty is an excellent company! They are very fast, and efficient. They get you set up with someone right away to get your problem fixed. The customer service staff is always friendly and eager to help. I would recommend them to anyone who asks.
Dear Damian,
We are glad to see that our agents and contractors have been able to provide you with fast and efficient service. We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Aug. 12, 2018
I live in Galveston county where the summer temps run just under 100 consistently. I have had a complete breakdown of my AC unit. It has been nearly 100 degrees in my home for 3 days. Landmark however does NOT consider it an emergency unless the outside temp is 100+ for 24 or more hours, therefore you cannot get help on a weekend nor can you get HVAC (or any other type of service) outside of the 8am-5pm hours. This is ridiculous! I have babies in my home and the current INSIDE temp is 88. I paid for the high-end end plan but what I am actually getting is SCREWED. Avoid at all cost!
Dear Christi,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your A/C unit.
Your ticket was opened on 08/12/18. On 08/13/18, you had reached back out to Landmark to cancel your dispatch ticket. You were scheduled for an appointment on 08/14/18. Per your request, the ticket was closed and you were refunded the service call fee.
We would be happy to have the opportunity to assist you with your A/C unit. You can call into the office at 866-306-2999 to open a ticket to have a contractor out to your home. You can also reach out to me directly at customerrelations@landmarkhw.com with.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Aug. 12, 2018
I reported our ice maker not working on Tuesday, someone came out on Thursday. They did not get it working and asked me to call them if it wasn't working Friday morning. I called at 9am and the service person called back about noon and said he would set up an appointment. I have never heard from anyone.
Dear Barbara,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with scheduling with the contractor.
I see that you have an appointment set for 08/16/18. Please do not hesitate to reach out to Landmark for any questions or concerns you may have. You can also reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Aug. 11, 2018
I called Landmark regarding my dishwasher completely stopped working back in Feb 18. They dispatched a technician who came to fix the issue. I was told it was a fuel kit which they had to order. He put some part into the dishwasher and said this will hold it for now, maybe or maybe not. A few days later they came out to replace the fuel kit. I don't use my dishwasher a lot so it didn't dawn on me to test it out, until about 2 months later. I turn the dishwasher on and to my surprise the dishwasher was very loud. I called up Landmark to explain which they said they only have a 30 day warranty (why?) and gave me the technician number. I got nowhere with either side. Mind you I'm still paying monthly for Landmark's service. Forward to July 18. The dishwasher stops working again. A new technician is dispatched. They come out and tell me they need to replace the fuel kit. Oh REALLY??
A few days later they replace it. I advised Landmark I want a refund for one of the service calls as apparently the issue wasn't fixed the first time, hence the loud sounds that was coming from the dishwasher. I advised them of. Rep 1 and Rep 2 told me they would place that request and I agreed to wait for the response. No response came. Aug 18 I called Landmark about my refund request. Rep 3 automatically tells me no refunds are to be given due to 30 day policy. Rep 3 didn't even review the notes on the account. After debating back and forth she finally reads the notes.
She proceeds to tell me IT SEEMS (her words) like it was a different issue. She says it was a thermostat they replaced and no refund will be issued. WAIT... LET'S PAUSE... So you mean to tell me when I talked to and confirmed with the technician what part he ordering and how long would it take and he told me "we are ordering a fuel kit" (his words), now you want me to believe that it was a thermostat. I'm sorry Rep 3 (Taylor from Landmark). No that isn't correct. Then she told me that even if it was the same part that was replaced it was working after the first service call. I asked her to stop advising me of incorrect information because like I've been telling her for the last 20 minutes IT WAS NOT working.
In 30 - 45 days I more than likely wasn't using it. When I finally turned it on I called Landmark who was no help to me. The 2nd technician replaced the same issue it had the first time plus it's no longer making that loud sound. My issue is Landmark refusing the refund me for having them work on my behalf to fix my dishwasher correctly the first time. Why am I paying you, Landmark, to send faulty technicians. Then when I tell you there is a problem with your (Landmark) service you provided me with you(Landmark) tell me tough, you only guarantee your service for 30 days???
News flash NOTHING IS GOING TO HAPPEN IN 30 DAYS. MY DISHWASHER ISN'T A CAR, TOILET, WATER FAUCET or something I use DAILY where it would make sense for a 30 day warranty to apply. I pay Landmark $55 a month and $70 additionally to work on my behalf (service fee). Do the math for over a year's time. I've been loyal with my monthly payments. On Time for over 5 years. Now I ask for a refund of one service call and you, Landmark, threw a fit and tell me no. WOW shame on you Landmark all bad. I should have chosen a loyal company. I use to tell people you were a good company but I see I was lying to them. I canceled my service with them today. Thanks for nothing Landmark.
Dear Unikka,
Thank you for taking the time to share your feedback. It is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your dishwasher.
The warranty guarantees our contractor’s work for 30 days. Unfortunately, you were outside of the guarantee time frame. This would require a new service request and a new service call fee would need to be paid. We were able to cover for the second repair on your dishwasher. Due to the length of time between both service requests, we will not be able to reimburse you for the second service call fee.
A representative did reach out to you in regard to your request to cancel your warranty. A voicemail and an e-mail were sent to you. You can reach back out via phone or e-mail to complete the cancellation.
If you have any further questions, you can also reach me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Aug. 11, 2018
First claim with Landmark for failed ac system and they are refusing to make repairs unless I pay $1600. The contract clearly requires them to cover the full costs, but they refuse. With temps over 100 I can't wait it out through a court battle. What a rip off. Stay clear from this company.
Dear Scott,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your A/C unit.
The warranty would be covering the covered parts that have gone into failure. We would be able to replace your condensing unit and the labor to install it. The out of pocket expenses are for parts that are not covered under the warranty. The indoor coil is not in failure; however, it would need to be modified to be compatible with the new condensing unit. The warranty does not cover for modifications.
At this time, the new unit has been ordered. Once the unit is available for the contractor to pick up, they will reach out to you to schedule a repair appointment.
In the meantime, if you have any further questions, you can reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Aug. 10, 2018
This company has been one of the worst companies we have ever worked with. DO NOT USE THIS COMPANY! We moved into our house about a month ago. Within a week, we began having problems with our a/c unit. We replaced the filter and it did not change anything. We called them and they sent out a contractor several days later. The tech was horrible and used horrible language in front of our children. When we reported this incident, this company blew it off and acted like it was not a big deal.
Within a few days of this visit, we called Landmark again because our a/c unit had frozen at least 10 times in the last few weeks after downgrading the filter like the tech suggested. We requested to not have the same company or tech and they ignored our request and sent the same guy. He told us that there was nothing that Landmark would do to help us but he would lie and tell them something was broken so that we could get some money toward a new a/c unit. He then told us that he would be happy to contact his boss to see how much it would cost us out of pocket to get a new a/c unit through his company. Our a/c unit has now frozen every day for a week and Landmark told us it is not failing so they won't do anything about it. It is nearly 100 degrees outside and we have no a/c. Don't waste your money buying a warranty with these guys. They won't back it!
Dear Katelyn,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your A/C service request. It is not the service we intend to provide for our homeowners. I have forwarded your feedback to the applicable departments to implement the necessary steps to better our services.
At this time, we are pending the diagnosis from the contractor. We have reached out once again today, 08/14/18 to have them submit it. Once we have the diagnosis, we will be able to determine how to move forward.
If you have any further questions, you can reach me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Aug. 10, 2018
Our covered washing machine was failing during the rinse cycle. An Affordable One Appliance (TUCSON) technician (Wayne) was dispatched after a call to Landmark. Wayne, the tech, was super friendly and advised we needed a new drain pump. He said it would take about 1-2 days for the part to arrive, at which time they would return to provide the repair. 4 days later, Affordable One Appliance (Tracy) called to schedule a time for one of their techs to come to our home to diagnose the problem. I said Affordable had already come to our home and had already diagnosed the problem - that the tech had said we needed a new drain pump. Tracy (from Affordable) was surprised and apologized for the mix-up.
She was not even aware that one of her company's own techs had already been here and diagnosed the problem. 3 days later, I called Affordable for an update. No response. Two days after that, I called again. No response. 2 days later, I called Landmark. They said they were sorry and would send the issue to Contract Relations and call me back within a couple of hours. They never called back. That same morning, Affordable One Appliance finally called back to say that they lost my paperwork - of course, they were sorry. Affordable One said they would now order the required drain pump. I asked how long it would take - they said they would show up today at 1 pm to repair the part. It's 1.30 pm, and nobody is here and nobody has called. I called Landmark. They said they would call Affordable to follow up again.
Bottom line - after more than 2 weeks and countless phone calls to Landmark and their service provider, I cannot get anybody to give me a definitive answer as to what happened to my paperwork, how long it will take to get the required part, when they are going to show up, etc. I had a similar issue with my AC. They sent somebody over on a 110 degree day in Arizona to say that they needed 5 days to do diagnostics to repair a faulty AC.
Landmark deals with totally INCOMPETENT repairmen and do nothing to operate in good faith. They want to string out repairs so long that you are left with no option but to get broken items fixed on your own. NEVER BUY A WARRANTY FROM LANDMARK. THEY OPERATE IN BAD FAITH. THEY DO NOTHING WHEN CONTRACTORS FAIL (except open a useless investigation). AND AVOID AFFORDABLE ONE APPLIANCE IN TUCSON. They have terrible customer service, never call back, and lose your paperwork. The whole system is a total scam.
Dear Daniel,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your washing machine.
When you had reached out to Landmark to inform us that the technician was not at your home as scheduled, we had reached out to the contractor. They informed us that the technician still had you scheduled for 08/10/18. Did the contractor make the appointment to repair your unit?
If your washing machine is still in failure, or if you have any further questions, please reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed Aug. 10, 2018
We are so very thankful we purchased our Landmark Home Warranty when we purchased our new home. Two weeks after we moved in, one of the air conditioning units quit working. It was a life saver as the temperatures that week were in the 100s! Plus having our entire house re-keyed was covered and made the purchase almost break even at that point!! Fast response and great service! I would highly recommend purchasing warranty insurance through Landmark.
Dear Jo,
We are glad to see that our agents and contractors have been able to provide you with 5-star service. We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Aug. 9, 2018
In May 2018 we got a notice that we should have an annual check up done on our HVAC system at a great rate. Since we are new to the home we agreed. In late May a tech showed up and went over our 3 systems. Since he was just a check up tech he performed no service but found some issues that needed attention. Kind of what I thought would happen after you do this type of service. Anyway a week later another tech with more training came and advised that one of our units was bad and should be replaced. The other unit needed a new capacitor and refrigerant added.
The 3rd unit was good. The unit that needed replaced was for a condenser. Since the condenser was no longer available to the contractor or Landmark a new refrigerant and condenser needed to be installed. Since this new condenser was charged with a new refrigerant the current inside unit needed to be replaced to make the entire system compatible with the new condenser. Since the current inside unit was working well the warranty was not going to take care of its replacement. Long story short I had to pay for the new inside unit at nearly $3000. The warranty company paid for the new condenser.
Now another date was set to put in the new unit and finish the work on the other unit that needed a capacitor and refrigerant. This work took forever and the installer and 2 other workmen were at our home until nearly 10:30 p.m. The other unit was serviced by another employee. The new unit worked for only 1 day and blew out hot air. The other unit stopped working as well. We are now down to one AC which was never designed to handle a 3400 sq.ft. home. The temperatures inside while our units were down averaged over 94 degrees. Again, we had to set up another date for getting this taken care of.
The tech who came out on August 3rd worked hard to get us up and going. The problem was that the new installation was leaking in several areas. He spent most of the day repairing the other person's mistakes during installation. The tech got us going on the new AC, and was able to get the other AC up and going as well. After the tech left after spending over 8 hours at our home the unit with the new capacitor and refrigerant stopped working. This happened on a Friday evening and it took until Monday, August 6th to get a tech out again. The tech was just here on August 9th and so far all appears to be working. Fingers crossed.
Updated review: Aug. 11, 2018
After reviewing my situation, Landmark decided to refund my $60 service fee. I appreciate that they took the time to reconsider their stance on my refund, and I have updated my star rating to "satisfied"
I fell like Landmark should reconsider their policy of not repairing the inside portions of an A/C system if only the outside unit is in Failure (or vise versa) even though the 2 different units rely upon each other to be compatible. I can see how this policy would be fine if they are always going to replace the failed unit with one that is compatible with their customers current system. However, if they decide they need to replace the whole system due to compatibility issues, then it stands to reason that they should cover the whole system.
I also still feel like there is a lot of room for improvement in how long it takes for Landmark to handle A/C unit warranties, especially in the Summer. Their process is very slow, and an A/C unit is something that can be dangerous to go without when the temperatures are very high.
Additionally, I recommend that they review the particular HVAC service company they are using in the Boise, ID metro area. This situation could have been avoided if the vendor had correctly diagnosed the issue.
Original Review: Aug. 9, 2018
Our A/C went out and I called Landmark to utilize my home warranty coverage. They sent someone out the next day to do a diagnosis. The tech said that the compressor on the A/C unit was not working and recommended a replacement of the system. It took another 2 days (with temperatures in the 100's) for Landmark to finally tell me that they would only cover the outdoor unit, and would not cover the cost of replacing the inside unit (which also needed to be replaced because the system is old. They wanted to charge me 1660 for replacing everything.
When I asked why they wouldn't cover the entire system since the interior unit relies on the exterior unit to be compatible. They said they would only cover the parts that were (at fault). I asked why they couldn't just fix or replace the exterior unit with one that was compatible with my system and they just said they had to rely on their tech's recommendation, and that there are new standards with current A/C models.
I called their tech that diagnosed the issue to ask if there was a way to fix the existing unit and to ask if he had checked the coolant levels. We have had low coolant levels in the past, and he still said that the compressor was shot and that he wasn't able to measure the coolant levels because the compressor would not turn on. He said he could repair the existing compressor, but would need to order parts that would take over a week to get and we would have to pay $700 for new coolant because all of the coolant would need to be replaced with that repair. He also said that whether we chose to just fix the outdoor unit, or replace the whole system, it would take 1.5 to 2 weeks because the warranty company would have to order the parts and it would take a while to get to him. (Keep in mind the temperature are over 100 degrees!)
I called in a second opinion from another HVAC company and they were able to turn on the compressor unit in a matter seconds. Then they measured the coolant and said the coolant was low. They said that the original tech was probably not able to turn on the unit because it overheated due to the coolant being low. They recommended re-filling the coolant and adding some stop leak to prevent further leaks. I paid them $544 to refill the coolant, and now the A/C is working fine. Whole thing was done in less than an hour. I called Landmark to let them know that their tech mis-diagnosed the problem and that their slow process caused me to be stuck with no A/C for 4 days in 100 degree weather. I asked for a refund on the $60 service call fee that I paid for their bad diagnosis and they refused to refund the fee. They said they could not rely on second opinions.
The second opinion I got likely saved Landmark way more than $60 compared to what their tech would have cost them to replace parts that are actually working fine! In fact, the real issue is a small coolant leak somewhere in the system, that my other tech said is most likely in the interior unit (the one that Landmark was not even going to cover the expense of replacing). Landmark wasted my time, they wasted my money, and they caused me and my wife and 4 kids to be stuck in a 90+ degree house for 4 days in the middle of summer!
Dear Scott,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your A/C unit. I would like the opportunity to review your service request in more detail to better address your concerns. I will be sending you a direct e-mail in just a few moments.
In the meantime, if you have any further questions or concerns, you can reach out to me directly at customerrelations@landmarkhw.com.
I look forward to working with you.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed Aug. 7, 2018
I am very disappointed in the lack of customer service and care that Landmark Home Warranty has provided me and my family. We have two children and four animals in our home. We called Landmark on a Friday early afternoon to let them know our AC was not working. No one came to check our AC until Monday evening and the AC company gave us a time window of 2pm to 8pm that they would show up. Both my husband and I are full time employees and can't sit at home for 6 hours waiting for the AC guy to show up. We both work 45 min to an hour away from our house so the 30 minute heads up that the AC company provided us made it very difficult.
Once the AC company arrived they said they believe we have a leak in one of our coils and that they could fill our coolant up which would get us through a couple days but that it would cost us $240. We were told all repairs would cost us $75 when we got the home warranty. Apparently Landmark will only cover $20 per pound of coolant that cost $60 per pound. I know a local AC company that would only do it for $20 total but Landmark would not allow us to use them and said it would void our warranty if we did. The AC guy left without putting coolant in and explained that it may be another week before they can get approval from Landmark to fix our AC. So in 95-110 degree weather our family and animals will be without AC.
Dear Becky,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your A/C unit. The warranty does include some excluded items that would not be covered under the warranty. I would be happy to go over any coverage questions you may have.
We are currently pending the diagnosis from the contractor. Once we have been able to review it, we will reach out to you to go over the details on how we can move forward to repair your unit.
In the meantime, if you have any further questions or concerns, you can reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Aug. 7, 2018
We started using Landmark for warranties on our rental properties. I have had a total of 4 claims with Landmark. Two plumbing and two AC, all of which were relatively urgent. In all four cases, I gave Landmark 24 hours to get someone to the property. In all four cases, we were left in the dark as to the status of getting a repair company. Also in all four cases, Landmark was unable to get a repair company within 24 hours. This was reportedly due to high call volume, busy contractors, etc.
Because we are in Texas and no AC is problem in summer, and because clogged main lines are always a problem, I needed something to happen with a sense of urgency. I was able to get someone to the property within 2 hours each time... This was always after Landmark had 24 hours to deal with the issue and failed. In sum, Landmark is nice and reasonably priced but you are better off hiring contractors yourself. Landmark is just too slow to handle any real problems. Plus you fork over seventy bucks just to call them, then you have to do it yourself anyway. You may get peace of mind having a warranty but the value for the dollar is really, really low.
Dear Matthew,
I am sorry to hear of your experiences with your A/C and plumbing. Under normal circumstances, the warranty will initiate services within 48 hours of opening the service request, including scheduling an appointment at a later date. In the event Landmark deems your circumstance an emergency, we will make reasonable efforts to expedite services within 24 hours.
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I have forwarded your feedback to the appropriate departments to implement the necessary steps to better our services.
If you have any further questions or concerns, you can reach out to me directly at customerrelations@landmarkhw.com. I would be happy to answer any coverage questions you may have.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Aug. 6, 2018
We bought a home in November of 2017 and the seller purchased a warranty with Landmark. WE called them to file a claim in December for a whirlpool tub. The electrician came out and advised a plumber would have to repair the problem. The plumber scheduled to fix the problem gave us the runaround and never showed up. When we contacted Landmark they advised they were unable to locate another plumber to repair the problem.
WE called a plumber who arrived within twenty four hours and repaired the problem in fifteen minutes. Because of the incompetent contractor and lack of concern from Landmark regarding our problem, I called to cancel today and was advised there is a $75 early cancellation fee so there won't be a refund. I have contacted the title company and requested they remove Landmark from their list of future homeowners, the horrible service and concerns as well as the lack of contractors for my area (also where the title company is located) is not a good fit.
Dear Vernona,
I am sorry to hear of your experience with your whirlpool tub. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it.
When reviewing your service request with the plumber, I recognized there was an issue with scheduling an appointment and the first appointment was missed. The contractor did try to reschedule another appointment with you, however, you had requested to be reassigned to another contractor. The service request was then canceled as you did not want to move forward with the contractor.
Per the warranty, you are entitled to a prorated refund of the unexpired term. The months the warranty was available to you, any costs incurred on any service request, and a $75.00 administrative fee will be deducted. A representative will reach out to you within 1-2 business days from the initial cancellation request to go over the details.
You can reach out to me directly at customerrelations@landmarkhw.com. I would be happy to answer any coverage questions you may have.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Aug. 3, 2018
This morning our family pet died of heat exhaustion. My daughter (2 years old) nearly had to go to emergency room twice during the last week because Landmark can't get anyone to my house to repair my A/C. This evening I will be calling the non emergency policy to have them come out and document the situation and remove my pet. Landmark, are you waiting until my child has to go to the hospital???
Updated on 08/10/2018: It has come to this, and after FOUR visits by three different companies, Landmark closed my claim without touching my air conditioner because I would not allow a FIFTH inspection! Be Advised it is your right to write to your Attorney General and demand action from Landmark!
Dear Anna,
Thank you for taking the time to share your feedback. I am sincerely sorry to hear of your experience with your A/C unit. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it.
I was able to review your service request that was opened on 07/24/18 for your HVAC unit in more detail. It appears there has been a miscommunication between all parties for the two scheduled appointments. This had caused the delay in getting your unit diagnosed. We do apologize for the delay. It is not the service Landmark intends to provide for our homeowners.
As of today, a representative has spoken to you in regard to your service request’s status. We have approved you to utilize your own contractor. Once we have the diagnosis for review, a representative will reach out to you to inform you on how we can move forward.
In the meantime, you can reach out to me directly at customerrelations@landmarkhw.com for any further questions or concerns you may have.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed Aug. 2, 2018
They don't screen contractors properly. Landmark Home Warranty send out Sunrise Home services to repair our AC when it went out. The guy who came out to look at it didn't have the correct parts to fix the issue, and tried to make due with what he had, but actually damaged our drain pan in the process. They rescheduled a few days later to come out and try to fix it again. The technician comes out and says he fixed it then left, but never checked to make sure it was working. Again it wasn't fixed. When I called Landmark about this and wanted someone else to come fix it, they said I would have to pay another deductible to have someone come fix it! And when I asked for them to refund me and I would find my own service provider, they said they couldn't because they had to pay the contractor, who didn't do the job! This warranty was a complete waste of money.
Landmark Home Warranty send out Sunrise Home services to repair our AC when it went out. The guy who came out to look at it didn't have the correct parts to fix the issue, and tried to make due with what he had, but actually damaged our drain pan in the process. The rescheduled a few days later to come out and try to fix it again. The technician comes out and says he fixed it then left, but never checked to make sure it was working. Again it wasn't fixed. When I called Landmark about this and wanted someone else to come fix it, they said I would have to pay another deductible to have someone come fix it! And when I asked for them to refund me and I would find my own service provider, they said they couldn't because they had to pay the contractor, who didn't do the job!! This warranty was a complete waste of money.
Dear Christi,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your plumbing request. I would like the opportunity to review your service request in more detail to better address your concerns.Sincerely,
TiffanyCustomer Relations Manager
Reviewed Aug. 2, 2018
This process started June 6, 2018, first contractor they set me up with never called me and never answered voicemails. The second has come out 3 times and the third time said our swamp cooler needs a new motor. Ok no problem, I understand that. It’s been a week and I can’t get an answer as to when this will be fixed. Called and emailed Landmark and all I get is a runaround. It’s 95 degrees in my house at the moment (6:30 pm). I’ll never recommend this company, and I’ll be sure to pass this on to my realtor as well. Seems as soon as this company has to pay out for a claim, suddenly you’re a stranger and they have zero desire to hold up their end of the bargain.
Dear John,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your swamp cooler.
We are currently waiting for the diagnosis from the contractor on their last visit. A representative has reached out to the contractor today and they stated they will be submitting the diagnosis. As soon as we are able to determine coverage, we will reach out to you and update you.
We thank you for your patience and will speak with you soon. In the meantime, please do not hesitate to reach out to me directly for any further questions or concerns. You can reach me at customerrelations@landmarkhw.com
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed July 27, 2018
I don't usually write negative reviews, but Oh boy where should I begin! First read the fine print on their contracts because chances are they’ll find a way not to cover your problem or pay out as little as possible. If they do cover the issue Out Of Pocket costs are excessive and their customer service staff is less than enthusiastic to help, even their supervisors and managers are burdened to help. I gave an extra star for their employee Chas who was great, but when I asked to specifically speak with him the other supervisor refused to transfer me despite my willingness to wait.
Secondly the contractor, JFP Services LLC, sent by Landmark to install a new water heater did it illegally without a permit, but of course they didn’t forget to charge for one. Upon installation Landmark and the plumbing company gave me 2 totally different prices. I even confirmed the cost in an email with Landmark prior to the installation. The characters who installed the water heater wrote on paper in blue pilot pen a price not quoted in my email, I didn’t even get a legitimate invoice from this company, which again is TOTALLY ILLEGAL!
After speaking with the owner, a very rude man, I wrote the check which JFP Services LLC cashed within a week. Two months later I checked on the permit with the city, nothing had been filled. I called Landmark to confirm they had paid for a permit, they had. The owner quickly called me now that his faulty actions have been revealed. He wanted to double check his employees work prior to the city inspection, bear in mind this is 2 months later. As a first time homeowner I had felt cheated, degraded, and taken advantage of and regretted to grant the plumbers request.
After hearing my rejection the plumber responded most offensively, slandering and swearing then hanging up all while in the company of friends. My friends and I were appalled to hear an owner speak to a CUSTOMER in such a derogatory way. Later I called customer service to speak to a manager regarding the incident, there was not one available to speak with. I had hoped to hear back from one later, but that never happened. Days later the city inspector came to inspect the work done by JFP Services LLC, to my surprise the inspection failed. The tank was not installed to code, which is what I paid out of pocket for, several violations were found and 1 stood more severe. A Vacuum Release Valve wasn’t installed, according to the inspector this is not minor and could result in my water heater bursting.
Now I’m left wondering why I should have to pay for a service conducted poorly, products installed insufficient, and a company operating illegally. In addition I called Landmark immediately after the inspection and spoke with a manager who was most unpleasant and totally unsympathetic, reminding me that “Landmark paid for the permit” and there’s nothing she can do. I reminded her the permit wasn’t pulled like it should have and that I paid for work that wasn’t done and insisted on speaking to the contract manager, which declined to provide. The plumber later refused to complete the work and Landmark refused to send out another plumber and wanted me to take legal action against plumber, but refused to give me plumbers licensing and insurance info.
This further makes me believe Landmark is Not hiring contractors Licensed and Bonded. Landmark has washed their hands of the situation despite my patience and willingness to allow them to correct their mistakes. They've forced me to pay MORE Out Of Pocket to have another plumber finish the work. If it wasn’t for my efforts this whole situation would have gone unnoticed and there’s no telling how many other people the plumber and or Landmark has done this to. I've attached before and after pictures and you can definitely tell the difference in work done right.
Dear Nathan,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your water heater. Landmark’s contractors are licensed and bonded for circumstances such as yours. I would like the opportunity to review your service request in more detail to better address your concerns. I would also like to discuss the current status of your water heater.
Sincerely,
TiffanyCustomer Relations Manager\
Reviewed July 25, 2018
I just had a very disappointing experience with Landmark Home Warranty and they certainly is not the company I have used before. I had an A/C system break down 2 years ago and claimed it through Landmark, the contractor they sent figured it is some electric panel in the external unit burned off and for some reason installed a wireless thermostat set. Couple weeks back, my air handler stopped working. Landmark first sent out a contractor and they then denied the claim stating the unit is a zone control unit. Confused because I had no zone control system in my house, I called them multiple times and it only take them 2 weeks to send another contractor in for 2nd opinion.
Then again, they told me the unit was not properly installed and they will not cover that. I called them many times and try to explain to them that the unit was installed by contractor sent by them. Their response is asking me to talk to the contractor who did the work as they only stand by their repair for 30 days. The supervisor named Star is threatening me that I will not get anything and this is just their policy. Yuck, I am sick of dealing with this company and now I need to find someone myself. More than not fixing your stuff, more than letting you be grilled in AZ summer for 3 weeks without doing anything, they insult you. Done with this company. Take my advice, don't use them. It is not the company it used to be. Now it is just a big scam.
Dear Wen,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your HVAC unit.
I was able to review your service request and see that we have offered you a cash out of $250.00 to assist you with repairs. The request was denied due to the improper installation of the unit. I see that you had mentioned it was Landmark’s contractor who originally installed the unit. Landmark’s contractors are licensed, bonded, and insured for situations such as yours. You can reach out to them as well for assistance. The cash out was processed yesterday and will take 10-14 business days to get to you.
Please do not hesitate to reach out to me directly for any questions or concerns you may still have.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed July 23, 2018
We came home from a short weekend trip to discover that our air conditioner is not cooling... It's 100 degrees on a Sunday evening and we are having air conditioning issues, but your company apparently doesn't care to have vendors that can provide emergency services. We truly are enjoying the built in sauna at this point... Great program. Take money month after month on time and when something does go wrong we have to wait until "normal" hours to get an appointment to have someone come out to look at the air conditioner.
Dear Kent,
Thank you for taking the time to share your feedback. I am sorry to hear of your experience with your A/C unit. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it.
Typically, the warranty will initiate services within 48 hours of the service request being opened. This would include a scheduled appointment. With the summer months, our representatives and contractors are doing all they can to provide service for each of our homeowners in a timely manner.
If you have any further questions or concerns, please feel free to reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed July 20, 2018
Terrible - horrible, worse home warranty I have ever had. I called Friday morning - as my air had gone out in my home in AZ. The temperature inside my home reached 91 degrees with children and pets. Landmark had ONLY 3 services that they could reached out to and NONE OF THEM answered or returned their calls. ONE of them couldn't get to my house for 3 DAYS - how is this making my day remarkable? Then, the rep would not let me get it fixed by another contractor and be reimbursed. Terrible - horrible. 3 days in AZ in July with NO AIR? Again, how is this making my day REMARKABLE. I have NEVER experienced such incompetence in dealing with homeownership, EVER.
Dear Carey,
Thank you for taking the time to share your feedback. I am sorry to hear of your experience with your A/C unit. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it.
Typically, the warranty will initiate services within 48 hours of the service request being opened. This would include a scheduled appointment. We will not be able to reimburse you for any work you choose to do outside of the warranty without prior approval. With the summer months, our representatives and contractors are doing all they can to provide service for each of our homeowners in a timely manner.
If you have any further questions or concerns, please feel free to reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed July 20, 2018
Beware of this company is the worst service. They do not provide good service with the customer service department. The Vendors they use are not qualified to perform services. They simply do not care about the customer well being either the services to the customer. Check the real ratings with google 3.9. Also, check out the best home warranty company's on google. They will provide you with Companies who care. Just run from purchasing from LandMark.
I could not even get a response from the Vice President of the company, not even a good supervisor to help handle the experience I have had and many other clients if you read the reviews. It is really sad they treat clients the way they do. I hate to write negative reviews but I have no other choice with this company. Believe me you're better off without this company's warranty's and customer care and upper management. It is simply their LandMark of not providing fair honest service to customers. I wish I could write a good post when it's due to the companies I deal with. But in this case, go elsewhere for home protection.
Dear Lawrence,
I am sorry to hear of your experience with your A/C unit. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it.
The contractor found your unit to be low on freon. Typically, this may mean there is a leak and he recommended a leak detection test. Unfortunately, this is not covered under the warranty and is a listed exclusion.
We can send a new contractor out to your home, however, you will be required to pay a new service call fee to the new contractor.
I am also sorry you have not received a response. I would be happy to go over the details of your concerns. Please reach out to me directly at customerrealtions@landmarkhw.com
I look forward to speaking with you.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed July 20, 2018
Contacted LMHW on or around 6/29 because my AC systems were not working. Unit 1 was not cooling, unit 2 had a clogged drain. Bella Heat and Air came out. Told my wife that he cleared the drain in unit 2 and replaced the capacitor in unit 1. She asked if they had enough refrigerant and he said both units were charged correctly. Both systems operated as expected for 24 hrs. Both units stopped cooling. Called LMHW back and they said they would recall Bella and that I should receive a call from Bella about the time and appointment. Heard nothing for I believe for 3 days, after several calls the LMHW (each time I called I was told they could not reach the contractor, but left a message). Finally I was told by LMHW Bella could be there in 6 days.
They came and found that the initial contractor had not unclogged the drain on unit 2, just pushed it further down the line. He then said that unit 1 needed all 12 lbs of refrigerant evacuated and recharged. When my wife called and told me this, I asked why. She did not receive an answer. It has taken me a week plus calling LMHW to try and get an answer. I have asked why this wasn't identified by the first tech, no response. I called LMHW on Monday to try and rectify this, was told it had to be sent to contractor relations and they were busy and it could take a couple of days. I finally called back 3 days later and finally I am told there are non condensables in the refrigerant. I ask how does a system that is operating as expected one day, a capacitor is changed and 24 hrs later it quits cooling and how did non condensables cause this in a matter of hours. LMHW said didn't know.
I asked if I could be assured that this change in refrigerant would fix the problem, was told LMHW couldn't say because they weren't contractors. I ask if they could hold their contractor responsible and was told no. I ask if I paid the $480 of out of pocket and it did not fix the issue, could I get a refund, was told no. So I am left with an AC unit not cooling at all and am told I have to pay $480 with no guarantee it will fix the issue. The climax of this is I agreed to pay the out of pocket, but Bella wanted me to sign a doc saying if they came out I agreed to pay. I received that document today and lo and behold the price is now $780 out of pocket. The reason I am told is that the cost of refrigerant has gone up over 60% in a week. I believe this is plain and simple punitive because of my questioning the professionalism of the LMHW contractor.
All I wanted was to get my AC fixed and here we go. I had a similar problem in 2016 problem with a LMHW contractor and it took me months to get it resolved. LMHW actually sent out another contractor, this time I am told LMHW cannot do that. I have to stay with the one originally sent. I thought I was the customer, but apparently the LMHW contractors are the real customers.
Dear Jerry,
I am sorry to hear of your experience with your HAVC system. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it.
All contractor’s in Landmark’s network are licensed, bonded, and insured. If for whatever reason a repair does not hold, Landmark guarantees the work for 30 days. Anything outside of the 30 days would required a new service request. However, in most incidents, you are able to speak with the contractor to help you asses their repair.
I was able to look into your service request. At this time, Landmark would like to cover the difference of $300.00 in the out of pocket cost for you. Your out of pocket cost will remain the $480.00. You will pay that to the contractor when they are out for repairs. I see that you are scheduled for tomorrow, 07/24/18.
In the meantime, if you have any further questions or concerns, you can reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed July 20, 2018
First let me say that Ashley our second claims manager was amazing. Very helpful and kind. Having said that, this is our first (and hopefully only) time we opened a claim and it was atrocious. Our AC broke Friday night and submitted a claim knowing nothing would happen that weekend, but got a service scheduled for Monday morning. 30 minutes before our service, the contractor declined because it was a rooftop repair and they don't do those. When I signed up with Landmark I told them it was a bottom floor condo with 3 levels and when I filed the claim I again repeated that.
So I called a claims manager who assigned me to a different AC contractor. I asked her to make sure that they did rooftop repairs and called me back and she didn't. I had to call the contractor assigned and found out they also didn't do rooftop repairs. Called back again, and ASHLEY helped set up an appointment with the right people but it was for that Friday. A WEEK after the initial claim. Oh and I had to agree to pay for a "ladder fee" because that wasn't included in our plan. We got it figured out ok but the experience was awful and will not be renewing our warranty. Buyer beware.
Dear Christian,
I am sorry to hear of your first experience with Landmark did not go well. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it.
Unfortunately, the contractor did not have a tall enough ladder to access your A/C unit. This would be considered an access issue and is not covered under the warranty. However, I would like to go over your concerns in more detail.
I look forward to hearing from you.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed July 19, 2018
I wish SO bad I could give Landmark Home Warranty ZERO stars!!! We made a HUGE mistake by not looking online at the company reviews when we went with Landmark. They have been an absolute nightmare and a complete ** show to work with. Our AC unit went out and they got a contract company to come out and diagnose the issue on a Friday morning. The guy told us what part needed to be fixed and that they would return on Monday to fix it with the part needed. We didn't hear anything about what time they were coming so we called to follow up on Monday morning... there was no record of our AC unit needing a part.
Here we are 7 days later and we are still living in a 92 degree house. We called today because we received an email following up to make sure we had an appointment setup to fix the AC and we did not because no one called us. Turns out the warranty company didn't order the parts until YESTERDAY... Are you kidding? They also ordered parts for a different AC unit brand that is compatible with ours because it was cheaper. PLEASE save yourselves and DO NOT go with Landmark. Save everyone you know too and don't let them go through what we have gone through.
Dear Mollie,
I am sorry to hear of your experience with your A/C unit. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it.
The warranty covers to replace parts that are comparable in capacity, efficiency, and features, but not in brand, color, or dimensions. A new compressor was ordered on 07/18/18. As soon as the contractor can pick up the part, they will give you a call to schedule an appointment for repairs.
In the meantime, you are welcome to reach out to me for any further questions or concerns.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed July 19, 2018
I have been trying to change the password so that I have access to my account. No link has been sent so I can accomplish it. I'm trying to pay my upcoming bill and unable to do so. I would just like your online website to work so that I can take care of business!!
Dear Kathrine,
I am sorry to hear you have not received an e-mail to reset your password. It may have been sent to your junk mail box, however, I will be sending you a message directly with a temporary password.
I will also assist you with your monthly payment.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed July 18, 2018
I called Landmark Home Warranty for a client to find out a total for what she would have to pay and why on a covered AC repair. I was told the charge would be $225 for parts and labor for conversion kit for the new Freon. Evidently they did not communicate with their contractor and the charge was $693. Because he did not mentions "coils"? I find this a COMMUNICATION ERROR, and wonder why we ever bought their policy. I will not put Landmark on my list for buyers again. Sadly, this was a $468 dollar mistake buying this warranty, that took 4 weeks to get the parts.
Dear Carla,
Thank you for taking the time to share your feedback. I am sorry to hear of your experience with your A/C unit. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it.
I would like to go over the details of the service request to better address your concerns.
I look forward to hearing from you.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed July 15, 2018
The service is great and the companies that come out are always VERY good. My only complaint, the price keeps rising along with the deductible. Also, when I renewed my policy, a few added coverages weren’t added. I had to call to find that out.
Dear Michael and Nicole,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better service our homeowners, and we appreciate the time you have taken to share it. It has been forwarded to the appropriate departments to implement the necessary steps to better our services.
The warranty has gone through a recent change in our coverage to provide more coverage for our homeowners. Therefore, the price has gone up. I would be happy to go into any coverage details with you and answer any of your questions. Please do not hesitate to reach out to me directly.Sincerely,
TiffanyCustomer Relations Manager
Reviewed July 14, 2018
2 months after moving into my home I found that there was a tear in a flex duct in the Attic. It didn't show up on the home inspection, so I figured it was new. Landmark decided they don't want to pay to fix it. The home inspector probably would have found it if it was existing... But nope, they just don't want to pay.
Dear Robert,
I am sorry to hear of your experience with Landmark. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better service our homeowners, and we appreciate the time you have taken to share it. It has been forwarded to the appropriate departments to implement the necessary steps to better our services.
According to the contractor’s diagnosis, your home’s ducting would need to be replaced throughout the whole home. With your warranty being fairly new, this was deemed a pre-existing issue. The warranty expects that all covered systems are in good working order at the time the warranty becomes effective.
If you have any further questions or concerns, please feel free to reach out to me directly at customerrelations@landmarkhw.com. I would be happy to answer any questions you may have on coverage.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed July 12, 2018
They sent a contractor to my house that caused a leak and damaged my floors. Then when I called for help, they were completely unhelpful and would not even help send someone to assess the damage or contact the contractor who damaged the floors to see what could be done to fix the problem.
Reviewed July 12, 2018
There is a serious training issue with the customer service staff. It is a complete "take it or leave it" attitude. I asked to speak with a supervisor and he said he "might" could find one but they would tell me the same thing. I had another warranty company for close to 20 years and was never treated as I have been with Landmark. I am deeply disappointed.
Dear Nicole,
Thank you for taking the time to share your feedback. I am sorry to hear of your experience. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better service our homeowners, and we appreciate the time you have taken to share it.
I would like to hear the details of your concerns to appropriately address them. Please reach out to me directly at customerrelations@landmarkhw.com.
I look forward to hearing from you.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed July 12, 2018
Appliance Repair (refrig and cooktop): Repair technician was excellent! He quickly diagnosed the problem and explained the plan for completing the repairs. This included fabricating a part that worked perfectly for the refrigerator and ordering new parts for the cooktop. He completed his repairs in a professional manner and returned when the new parts arrived just as he had promised. It was an excellent experience all around!
Dear Randy and Darlene,
We are glad to see that our agents and contractors have been able to provide you with timely 5-star service for your refrigerator and cooktop. We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
TiffanyCustomer Relations Manager
Reviewed July 12, 2018
Claim #’s **. I have numerous emails pertaining to this request for poor service for my electric water heater along with a hard copy to your complaint department. My electric water heater was not producing hot water though water was running thru the household lines. You sent a plumber from ‘Air Pro Master’ at a cost of $75.00. They determined that a new fuse was required however as the technician was not an electrician he could not replace said fuse. You then sent an electrician to replace a $4.00 fuse, another cost to me of an additional $75.00. This is obscene. You sent the wrong people on the first go-round at my expanse, not good business practice. Please review this transaction with your complaint department!
Below is your last email pertaining to this matter. "You opened your claim for the water heater through your online account. The claim process online prompts specific questions in regards to the issues you are experiencing in your home. The answers you provided stated there was a problem with the water heater, which is a Plumbing item. Although the technician from Air Pro Master may have had tools to check the electricity on the water heater, they are not a licensed electrical company. They have tools to ensure that they check the water heater, and power to the water heater as part of the diagnosis process. Once he found the issue was an electrical issue, and not an issue with the water heater itself, he informed us that this would need an electrician to repair. If the plumbing technician performed electrical work, it would become a liability if repairs were not performed correctly."
Dear Otis,
I am sorry to hear of your experience with your water heater. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better service our homeowners, and we appreciate the time you have taken to share it. It has been forwarded to the appropriate departments to implement the necessary steps to better our services.
According to the contractor’s diagnosis, the failure was an electrical issue with the disconnect box. Your water heater was not in failure. The warranty states that you will be responsible for another service call fee if the wrong trade is selected. You had opened your service request online and selected your preferred trade.
If you have any further questions or concerns, please feel free to reach out to me directly at customerrelations@landmarkhw.com. I would be happy to answer any questions you may have on coverage.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed July 12, 2018
AC failed and contractors were over booked. Landmark staff sought cancellations, but no help, three day wait at over 107 f was mitigated by function second zone AC. Contractor arrived as scheduled and completed work in timely and expected manner. Give stars for Hurricane contractor and Landmark.
Dear Jon and Gertrude,
We are glad to see that our agents and contractors have been able to provide you with timely 5-star service for your A/C unit. We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
TiffanyCustomer Relations Manager
Reviewed July 12, 2018
When I started having billing problems I called 3 times on the customer service line to talk to the billing office. No human ever answered the phone so I left a message as instructed 3 times. Supposed to have gotten a call back within several business days but never did. So finally I complained in a review and someone called me and provided excellent help. Also, I was told several times that the website should have allowed me to fix the billing account issues but it does not have that capability.
Dear June,
I am sorry to hear of your experience with Landmark. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better service our homeowners, and we appreciate the time you have taken to share it. It has been forwarded to the appropriate departments to implement the necessary steps to better our services.
If you need any further assistance, please do not hesitate to reach out to us!
Sincerely,
TiffanyCustomer Relations Manager
Reviewed July 12, 2018
On Sunday, Jul 8, I was advised that I would receive the credit refund of $70 in a few days. It is now Thursday, and the refund still has not been credited to my card ending in **. It's bad enough that I had to go through all kinds of hoops just to get the work request cancelled.
Dear Rory,
Thank you for taking the time to share your feedback. I am sorry to hear you have not received your refund. Once refunded, it will take 3-5 business days to go back onto your card. It will also depend on your bank. If you have not received it, I recommend reaching out to your bank. If they are unable to determine the issue, you can reach out to me directly at customerrelations@landmarkhw.com. I will look into why you have not received your refund.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed July 12, 2018
I've been a subscriber for a few years now and the experiences get less and less favorable. In the beginning Landmark would go to just about any length for customer care and satisfaction. Now, not so much. The coverage's are beginning to wane and the contractors are sub-par. During my most recent claim, the contractor had to return three times and in the end I corrected the problem myself. This will most likely be my last year as a customer.
Dear Joshua,
Thank you for taking the time to share your feedback. I am sorry to hear of your recent experience. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better service our homeowners, and we appreciate the time you have taken to share it.
I would like to discuss the details of your last claim to better address your concerns. Please reach out to me directly at customerrelations@landmarkhw.com. I look forward to hearing from you.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed July 11, 2018
Landmark seems to have a serious problem with hiring and training competent, courteous, discerning agents, particularly for weekend coverage. I submitted a service request on Saturday morning, around 7:15 a.m., for my water heater that ruptured the night before. The contractor assigned doesn't have after-hours or weekend service, which was especially troublesome for me as the shut-off to the heater was broken and I had to completely shut off the water in my house. This was noticeably irritating to the first agent who was perturbed further by the fact that I wouldn't go grab a hose and try to empty the tank (which would not have solved the issue of the broken shut-off).
After speaking with another person or department, she informed me that they'd (heavy sigh) consider it an emergency situation and that they'd get back with me. I spoke with one or two more agents throughout the day, each time getting a different story than the last and, finally, after 5:00 p.m., I was given authorization to find my own plumber, which probably would have been possible even an hour earlier. I was able to schedule a contractor to come on Monday (originally at 1:30 p.m. but changed to 9:00 a.m.).
On Monday morning, Dean with Beehive Plumbing (who was awesome) quickly diagnosed the problem, and spoke with someone from Landmark who informed him that he'd have to go somewhere to pick up a unit commissioned by LHW. Dean was willing to do this and we both expected to hear back from LHW with further instructions.
After hearing nothing more, I called LHW later that afternoon to see if someone was going to respond that day so that my child and I wouldn't have to go another day without running water. A bit later, an agent in the parts department called and let me know that a DIFFERENT contractor would be coming to my home THE NEXT DAY. He also casually mentioned that I would be responsible to pay the costs to get the heater up to code ($275 additional), since it makes a ton of sense to install something you can't legally use. Landmark didn't alert Beehive Plumbing and didn't mention that they hadn't.
I got in touch with the new contractor, Vern from SV Plumbing (also really great), who was squeezing me in to his packed schedule and driving over an hour to my house, and he actually gave me some useable information and planned to come yesterday (Tuesday) between 3:00 and 6:00 p.m. Finally, around 8:30 last night, I had running and hot water again! Yes, folks, that's four days without water because they didn't think it was important enough to pay a little more to get it fixed in a timely manner.
At NO POINT did I hear from anyone in a supervisory role, although a woman named Georgia evidently came in on Monday, discovered this really adorable cluster, and put the SOS out to Vern, which I do appreciate. I'd love nothing more than to cancel my contract with LHW, but I really don't want to pay their $75 cancellation fee (seriously?!?) although it's probably worth it in order to sever ties. If this were my first problem with LHW, it would be distressing enough, but I've also had problems with them in the past, even though I've only submitted a handful of service requests in over two-and-a-half years for a really old house. I'd caution anyone considering Landmark Home Warranty to steer clear.
Dear Laurel,
Thank you for taking the time to share your feedback. I am sorry to hear of your experience with your water heater. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better service our homeowners, and we appreciate the time you have taken to share it.
Landmark had sent out SV Plumbing to ensure your water heater was replaced in a timely manner. I am pleased to hear you now have hot water. Keep in mind, we do offer a 30-day guarantee. If your unit for whatever reason fails within this time, we will be able to send SV Plumbing back out to your home to check his work at no additional service call fee to you.
I would be happy to go over the cancellation process with you in more detail. To do so, please reach out to me directly at customerrelations@landmarkhw.com. I will be able to go over your personal warranty information from there.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed July 11, 2018
I have been a loyal customer of LHW for almost 3 years. In the past, they have been easy to work with but I have been trying to get service on my refrigerator for over three weeks now. Landmark assigned an appliance contractor who concluded the issue was plumbing. LHW requested 3 plumbers, none of which showed up. A 4th plumbing contractor has been requested. I have spent several hours on the phone trying to resolve the service issue. Twice, I was cut off and it didn't occur to anyone to call me back. I had to start the telephone process all over again. I would discourage anyone from signing on with this company.
Dear June,
I am sorry to hear of your experience with your refrigerator. It is not the intended service we expect to provide. I am glad to see we were able to assign you to another contractor. The contractor will be reaching out to you to confirm the appointment.
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better service our homeowners. It has been forwarded to the appropriate departments to implement the necessary steps to better our services. We appreciate the time you have taken to share it.
If you have any further questions or concerns, you can reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed July 11, 2018
Landmark was incredibly fast, friendly, efficient and fair priced. Thank you so much for helping us get our air conditioning working again in the middle of summer. You guys were great and this is why we will renew with you again.
Dear Oscar,
We are glad to see that our agents and contractors have been able to provide you with 5-star service for your A/C unit. We are pleased to hear we have another opportunity to provide you remarkable service for! Thank you for your continuous support.
Please feel free to reach out to us for any of your home warranty needs!
Sincerely,
TiffanyCustomer Relations Manager
Reviewed July 11, 2018
This policy charges a, "we come out and look at for of $60." then if something is wrong an excuse to charge another $60 for the service ticket. It doesn’t cover cleaning dryer vents or fixing oven door hinges. They also charge twice for hvac/heating when it should be 1 charge as the same company does both services. I could have had both heat and a/c serviced for 149.00. Then when I cancelled they deducted what was paid by landmark after the job was completed and paid for then gave me a small refund out of the $500 for the policy. Not customer friendly and I ended up buying a new range because the policy didn’t cover a bent oven door that the previous homeowner caused. So no I would not ever buy a homeowners warranty ever again.
Dear Terri,
There is a service call fee due for every service request that is opened. If the trade is the same (plumbing, appliance, HVAC, etc.), multiple items can be looked at on one service request for one service call fee. If a covered repair/replacement requires the repair/replacement of a non-covered item, there may be additional costs you will be responsible for. The warranty will go over these costs with you before any work is done.
As the homeowner, the responsibility is placed on you to maintain your covered units, therefore we do not cover failures that are due to lack of maintenance.
To cancel prior to your expiration date, depending on your state, deductions will need to be made. For Idaho, this includes the months the warranty was available to you, any costs incurred, and a cancellation fee.
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better service our homeowners, and we appreciate the time you have taken to share it.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed July 11, 2018
My air conditioner has broken twice this summer and I had to wait three days for a repair company to call and schedule the work, then wait four days for the repair company to come out to do the repair. A week without air conditioning in 100 degree weather is hard to take. I think that you should have several companies.
Dear Gary,
Thank you for taking the time to share your feedback. I am sorry to hear the length of time it took to repair your A/C unit. We do have many contractors in our network. Typically, one contractor is assigned for the whole duration of a service request from diagnosis to repair. We also have contractor relations representative out in the field everyday to expand our network.
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better service our homeowners, and we appreciate the time you have taken to share it.
Please do not hesitate to reach out to us for any of your home warranty needs.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed July 11, 2018
Kind and clear reception when we called in. Plumber called after a while. That could be improved. (Calling quickly even if it is to say, “I’ll be there later. Call number...). Plumber team was polite, clean and made their repair. Two items of concern: 1 did not caulk toilet, 2 did not offer options of upgrade. Otherwise good job.
Dear David,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better service our homeowners, and we appreciate the time you have taken to share it.
Unfortunately, caulking is a listed exclusion under the plumbing coverage. The warranty also states that we are responsible to repair/replace a system with a new system what is comparable in features, efficiency, and capacity, but not in dimension, color, or brand.
Please feel free to reach out to us for any questions or home warranty needs!
Sincerely,
TiffanyCustomer Relations Manager
Reviewed July 10, 2018
Great people to work with to get repairs needed in a timely manner. Been a customer for a few years and quite happy with them. Would recommend them to anyone. The contractors that they assign to you are great never had an issue with any of them. So once again I'm happy with Landmark.
Dear Jose,
We are glad to see that our agents and contractors have been able to provide you with timely 5-star service for your A/C unit. We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
TiffanyCustomer Relations Manager
Reviewed July 10, 2018
I do not recommend this company at all. They are good and bait and switch. I signed up for homeowners warranty with these people and have had it for 2 years. Not once did they ask me during sign up what air conditioner I have. I asked them several times about air conditioner coverage in my condo and they said “Yes we cover it all”. Now when it’s time to get a repairman out to fix the issues, they pulled a bait and switch and said that air conditioners that have water running through them are not covered. Their entire sales staff is clueless and just want to close on sales and deceive customers. They need to be sued in a class action lawsuit.
Updated on 07/11/2018: Looks like they want to settle the easy way by paying me the remainder of the contract premium rather than fixing the real issue. Their contractor came and opened the unit and left it in that condition. Never came back or put it back together knowing that they had to get approval to do any further work. In addition to that, these people sold the original contract as part of my condo purchase so I did not even know that they never covered this unit. I renewed in 2018 and had asked their rep about the coverage and they said all condo units are covered. They never spell out that they don’t cover water chilled units via voice. What a deceiving practice. They sign you up, increase their sales numbers and then decline coverage and point you to some fine print. Bait and switch process works for them since no one questions.
Dear Satyen,
Thank you for taking the time to share your feedback. I am sorry to hear of your experience. We have been communicating via Facebook messenger. I mentioned the e-mail thread you had with the sales representative. You had asked the representative on 01/04/18, “Can you please provide me with details about air conditioning coverage? I am in a condo and my neighbors kept telling me that the home warranty companies do not cover condo air units. Is that true? Who can confirm that it’s something that’s covered”.
The representative responded on 01/05/18 with, “Your AC unit is covered, it doesn’t matter if it is in a Condo or Single Family Home. I have attached the contract so you can see what the coverage is for the AC.” She attached a copy of your coverage brochure for your review.
The warranty covers many HVAC units for single family homes including condos, however there are a few types of HVAC units that are excluded. Not every home has the same type of unit. Your home has a water source heat pump/chiller system. Both are listed as exclusions under the HVAC coverage. I apologize for the misunderstanding.
If you have any further questions or concerns, feel free to reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed July 10, 2018
Every call that I made this company always said they couldn't fix anything after they took our money. Don't even get me started on my cooktop. I had to call numerous times just so they can tell me the valve was the problem but they couldn't cover it because it was broken before we moved in even though the inspector notes said everything was fine. This isn't the only time they said they couldn't fix something. All this company is good for is taking our hard earned money. I wouldn't recommend this insurance to anybody. And the customer service wasn't any help at all. They all said the same thing over and over again like they were reading a teleprompter. Lastly I do not need anyone responding with "We are sorry...". That's all I've been hearing for 2 months already.
Dear Guadalupe,
Thank you for taking the time to share your experience. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better service our homeowners, and we appreciate the time you have taken to share it.
I would like to review your home inspection for your cooktop. You can send that directly to me at customerrelations@landmarkhw.com. We can also go over your concerns in more detail from there.
I look forward to working with you.
Sincerely,
TiffanyCustomer Relations Manager
Original Review: July 6, 2018
While this company has been outstanding to us for the last 5 years, their accounting has something to be desired. Twice now they have switched payment systems and then the information does not get transferred properly and then payments are missed. After three phone messages and numerous emails, I finally got a reply back from an accounting rep. After a few exchanges and asking for a resolution, I was offered to restart my contract and could not file a claim for 30 days. I have never heard of this and was taken back. This all started because I was having a AC issue, which I just paid for myself. Since two auto payments were missed they suspended the contract.
Over more emails, I was told an email was sent to me. Once again they are incorrect, I checked and no emails. I even checked my phone records and Landmark never called me. I updated my payment information, which was wrong by a month. I’m still waiting on the payment to be processed. Since this was Landmark's fault by failing to notify their customers of the issue properly, failed to contact me by telephone, and they let this go over a period of two months, they should eat one month. But instead they offered to restart my contract with a 30 day clause stating I can’t file a claim. What a way to treat a customer of almost 5 years. I put this out there to warn others about the bad experience. Like I said this was the only bad experience I have had. All in all they are good at taking care of service issues.
Dear Jeremy,
Thank you for taking the time to share your feedback. I am sorry to hear of your experience with your billing. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better service our homeowners, and we appreciate the time you have taken to share it.
I see that we were able to reinstate your warranty without a 30-day wait and you were able to open your service request for your A/C unit today.
I hope that we were able to help mend the relationship you had with Landmark. I would like to ask if you could update your review and rating. If you are still not satisfied, please let me know what I can do to provide the 5-star service you deserve. You can reach me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed July 3, 2018
Jerry (Air One AC) ripped us off and made us pay out of pocket for a service that wasn't necessary and then provided an inaccurate diagnosis. Landmark is not willing to provide a 2nd opinion and is more interested in making money than properly fixing the problem. I will most likely be cancelling my relationship with Landmark.
Dear Joanna,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better service our homeowners, and we appreciate the time you have taken to share it. We are sorry to hear of the frustrations you have had with your AC unit. Under the guidelines of the warranty, there are some items that are needed during a repair or replacement that are not covered. In these situations, we do advise that you work with the contractor directly on the cost of those items. Although we cannot offer you a second opinion, we do have some other options on coverage. I would be happy to go over any coverage details that you may have questions on. You can reach me directly at customerrelations@landmarkhw.com.
Sincerely,Cheyenne
Customer Relations Manager
Reviewed June 27, 2018
I received a home warranty from Landmark at the closing of our home purchase. Three months later, we filed a claim on a Friday and a contract technician arrived Monday afternoon. He opened the outside unit, took a picture of some dirt on the bottom of the panel and said the motor was out due to lack of maintenance. The seller had an inspection and maintenance as he moved out of the house in DEC. The company denied the claim. I called an A/C company from HomeAdvisor and the Technician quickly determined that it was a capacitor and that it had nothing to do with what the contractor stated.
The technician quickly fixed the problem and my in-laws who are in their late 70's finally had air conditioning after suffering five days in 100 degree temps because of Scam-mark denying a simple claim. The technician was disgusted by the misdiagnosis and that contractors sell out and do what they can to help a company deny a claim so they can continue receiving repeat business from the company. If you are considering purchasing a home warranty from these scam artists, run in the other direction and obtain a warranty from anyone else but them!
Dear Rubin,
I am sorry to hear of your experience with you HVAC unit. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better service our homeowners. and we appreciate the time you have taken to share it.
I am currently reviewing your claim and will be reaching out to you directly with the e-mail address I have on file for you. In the meantime, you can also reach me directly at customerrelations@landmarkhw.com.
You will be hearing from me soon.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed June 26, 2018
I have used my home warranty twice since buying my home in February and the customer service has been outstanding. I was a little leery about using a home warranty service but so far Landmark has set my mind at ease! I also like that there is an online dashboard to initiate claims and check the status.
Dear Holly,
We are glad to see that we have been able to provide you with outstanding service. We look forward to the opportunity to help you in the future! We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed June 26, 2018
Landmark is a scam. You pay for a warranty service, and then they don't follow through. My main water supply valves were leaking so I asked that they be replaced (since you could see the obvious damage to the valves, oxidation, and they WERE LEAKING). They sent a plumber out to tighten them and they called it good. The plumber took photos, said they needed to be replaced, told me what I'd need to do before he comes back, but he "has to wait for Landmark to approve the replacement."
I waited for 1.5 weeks (they said 24-48hours) before I contacted them to see when the plumber was coming back. They stated "he tightened the valves so we closed the claim." They charged me $60 for something I already did. The valves are 17+ years old, still leaking every time I turn them, and Landmark won't fix them. FIND A DIFFERENT HOME WARRANTY.
Dear Derik,
I’m sorry to hear of your experience with your plumbing valves. The contractor had let us know that the leaking valve was repaired by tightening the screw.
We were unaware that your valve was still leaking until you had let us know. The warranty guarantees our contractor’s work for 30 days. If their repair did not hold within that time, we will be able to send them back out on a Recall ticket to check their work. This will not cost another service call fee for you, however, if a new issue is found, there may be another fee. It is not common that is the case, but if it is, Landmark will inform you before any work is approved.
At this time, we can set up the recall ticket to send the contractor back out to your home. If you wish to continue with this route, please call into the office to open the ticket. You can also reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed June 25, 2018
Service was great, had claim made and service out and it was determined the garbage disposal needed to be replaced and it was. Timely and professionally. Thanks. I appreciate Linda ** helping in making the claim and then in getting the appointment scheduled for my out of town sellers.
Dear Jonathan,
We are glad to see that our agents and contractors have been able to provide you with 5-star service for your garbage disposal and a peace of mind for your home. We look forward to the opportunity to help you in the future! Please feel free to reach out to us for any of your home warranty needs.
Sincerely,
TiffanyCustomer Relations Manager
Landmark Home Warranty Company Information
- Company Name:
- Landmark Home Warranty
- Company Type:
- Private
- Year Founded:
- 2004
- Address:
- 3630 West South Jordan Parkway Avenue
- City:
- South Jordan
- State/Province:
- UT
- Postal Code:
- 84095
- Country:
- United States
- Fax:
- 866-306-1888
- Website:
- www.landmarkhw.com