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.
Visit www.landmarkhw.com- System tune-ups
- No-fault coverage included
- Pest control
- Coverage not available in all states
Landmark Home Warranty Reviews
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- 4,948,184 reviews on ConsumerAffairs are verified.
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- We use intelligent software that helps us maintain the integrity of reviews.
- Our moderators read all reviews to verify quality and helpfulness.
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
Reviewed June 25, 2018
Landmark (LHW) sent a plumber to repair a leak. LHW claim all of their contractors are licensed and bonded. The repair was not completed to code. LHW UNWILLING to PROVE contractor was licensed and bonded. LHW stated if I didn't want the same contractor to return, I would have to pay a new service fee. Contractor UNWILLING to return or provide a valid license. We are more than willing to have the same contractor return if he can PROVE he is licensed, bonded, and has pulled the proper permits.
Dear Charrie,
Thank you for taking the time to share your feedback. We are sorry to hear of your experience. When selecting a contractor to add to our network, we make sure that they are licensed, bonded, and insured. This is information that Landmark cannot disclose to you in regard to their own business.
At this time, you have spoken to a customer service supervisor and we are pending the documentation from your inspector to review the work the contractor preformed on your plumbing. We will be able to determine the next steps on getting a contractor back out to your home from there.
I have received your e-mail and will be replying to you there as well. We can discuss your concerns in more detail from there.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed June 22, 2018
I have pumped money into this company for 3 years and received nothing from them. I have submitted 3 claims in 3 years and paid $60 each time for someone to come out and either say it is not covered or they have only one company they work with who is booked out and we have now had a broken dishwasher for 3 weeks and waiting another week on parts. Customer service has done nothing to help. In fact, I have spent 2 hours on the phone with them the past 2 weeks. After talking to a manager he said he would handle it and would make sure it was resolved within 24 hours. Today is 9 days later and never heard back from him. Had the worst conversation with a representative today which was the breaking point. Do not waste your money with this company! They will fight to not cover whatever is broken. $3,000 of premiums completely wasted. Don't make the same mistake!
Dear Amy,
I’m sorry to hear of your past and current experience with your dishwasher. I have recognized that your ticket has been open for 11 days. We are sorry there is a delay in repairs due to your part being on back order. Once the contractor is able to receive the part, they will be able to go out to your home to complete the repairs.
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 sent to the proper departments to implement the necessary steps to better our services.
If you have any further questions or concerns, feel free to reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed June 20, 2018
Have three houses covered by Landmark currently and have had good luck with them in the past. Last week, I had a claim for a fridge. Paperwork was sent in claims requesting 2 people due to the number of hours labor it would take to fix my fridge. Landmark said they only pay for one tech so the repair company said, "That's fine. We can do it with just one guy but it's going to take twice as long..." Landmark is denying taking care of this... So long story short it's going to take 10 hours for one tech to fix or 5 hours for 2 techs to fix... Same amount of money... Tell me why this doesn't make sense for Landmark to handle and take care of the customer???
Dear Kevin,
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.
I was able to review your claim. We are not denying it. We have offered you two options. Your refrigerator’s evaporator, compressor, and heat exchanger will need to be replaced. These three parts and labor will be covered by Landmark. In order for the contractor to complete the repairs, he will need a second technician to assist him. Unfortunately, the warranty does not cover for the second man. Due to this, there will be an out of pocket cost you would be responsible for.
If you do not wish to pay the out of pocket costs, we have also offered you a cash out for the repairs. The cash out includes the parts and labor at Landmark’s cost, which is less than retail.
At this time, we are pending your decision on how to move forward. You can give us a call at 866-306-2999 or e-mail me directly at customerrelations@landmarkhw.com to inform us of your decision.
We look forward to hearing from you.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed June 18, 2018
Living in a rural area, I chose Landmark when I moved in because they had well and septic service as part of their optional coverage. Shortly after moving into the house of my dreams my dishwasher broke. No big deal, I’m not going to die washing dishes by hand for a week. 6 weeks later I finally got my dishwasher fixed. Annoying, but finally handled. Now, here we are, mid-June in Texas. My air conditioner breaks. I call customer service on Sunday, which has been assigned to a non-American call center. After much time spent on the phone my ticket was opened. Someone would call me in 4 hours they said. Turns out they meant 4 business hours. It would have to wait until noon on Monday. Instead at 8:00 am I reach out to the “contractor”. His first words were, "I don’t know why they sent the ticket to me I don’t service that area, but June 26th between 3:00 and 5:00 I might be able to get you in."
Today is the 18th. That’s a long time to be hot. Again I call Landmark. The lady said they would have contractor relations try to find someone. 48 hours before they could get back to me in regards to finding a contractor to schedule an appointment. They refuse to allow me to pay a licensed contractor and reimburse me. This company has terrible customer service and even worse contractors. I’m looking into a way to cancel my contract with them and pay a company that values their customers.
Dear Michelle,
I am sorry to hear of this experience. Under normal circumstances, services will be initiated within 48 hours after the service request has been opened. This includes scheduling an appointment at a later date with the contractor. We understand the heat may be uncomfortable. With the summer months, Landmark and our contractors are doing all that we can to provide timely and quality service to accommodate all of our homeowners.
Unfortunately, the warranty does not reimburse for any work that has been done without prior approval. We were able to assign you to a contractor on 06/18/18, however, the ticket was cancelled per your request. If you would still like to have a contractor out to your home, I can re-open your ticket. You will then just need to schedule with the contractor.
Please let me know if you have any further questions or concerns. You can reach me directly at customerrelations@landmarkhw.com. I will also be able to go over the cancellation process with you.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed June 17, 2018
Horrible service. I feel cheated. My house has been 85°F+ yesterday and today. Landmark has no contractors available to come make the repairs and will not allow me to submit a bid and get the work done today from a local company, even though it states it can be done in the contract. Go with anyone else, this company will take your money and make your life as difficult as possible when trying to get repairs done.
Updated on 06/18/2018: Glad to know I'm getting more excuses. I reached out yesterday and spent a large amount of time discussing prior approval and bid with a rep online. After refusing to offer me to submit a bid from the outside contractor, I decided to pay the bill myself since your company clearly can't get their act together for the purpose of good customer service. You and your company clearly don't understand the uncomfortable heat or you would have allowed me to go with an outside contractor and not have to wait until it was convenient for you. With the poor service I've received, not only will I hesitate to reach out in the future, I will not extend my warranty and no longer recommend your company to others because you clearly can't get the job done and make your customers happy.
Dear Clayton,
Thank you for taking the time to share your feedback. I am sorry to hear of your experience with your A/C unit. I do not see that you had reached out to us prior to hiring your own contractor for repairs. Unfortunately, the warranty does not reimburse for any work done outside of the warranty without prior approval. We would like the opportunity to assist you by sending an in-network contractor to diagnose your unit. We understand that the heat may be uncomfortable and will do what we can to service you in a timely manner. In the future, please do not hesitate to reach out to us for any questions you may have.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed June 13, 2018
Came in a very timely matter. Courteous, efficient. Showed us the parts that needed replacing. Very good service. Answered any questions we had. Would highly recommend based on our experience. Our son is in heating and air in California, when we called him, he agreed with everything that was done. So again very pleased.
Dear Donna,
Thank you for taking the time to rate us! We are glad to see that our agents and contractors have been able to provide you with timely 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 June 13, 2018
We had several issues during our year with Landmark and each time we were able to have a service person to our home in a timely fashion. The service people were polite and understanding and in all but one instance were able to correct the problem during their first visit.
Dear Cindi,
Thank you for taking the time to rate us! We are glad to see that our agents and contractors have been able to provide you with timely 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 June 13, 2018
I have had Landmark for approximately two years. I have filed two service requests with them and those were fulfilled. Calling in to their customer service is almost impossible. You have to jump through so many hoops just to get a live person. That person is usually a sales rep that has no access to do anything but sell you product. I called in to place a service request to find out my account is suspended for being behind on payments. I am on autodraft and they literally took payment the day before. Come to find out, they switched systems in March.
Due to the system switch, my March payment failed to draft. In my eyes, that isn't my issue; however, I did authorize the payment. I also authorized the service fee. A week later they took payment AGAIN. I have called and left multiple messages for the accounting department. No one has returned my call. The sales people have been super nice but that is about it. I called to cancel and they hung up on me. Ridiculous.
Dear Amanda,
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.
There are alternative ways you can reach us. You can go online to chat with a representative or you can e-mail us at customercare@landmarkhw.com.
I see that a duplicate payment was taken, but has been refunded today, 06/13/18.
I apologize for the inconvenience this may have caused you. If there are any more questions or concerns you would like to address, you can reach me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed June 12, 2018
Bought a house and this warranty. House inspected. All’s good. Weeks later the pool blower goes out. I call and the pool company was dispatch and I left a young man early 20’s at the house. I couldn’t stay. And no repair. I was informed that it’s previous damages. It worked when the inspector checked the whole house and only wrote the items that had issues. So I cannot prove otherwise. I bought the warranty for that reason. Especially when I buy a house that I don’t know. So why buy warranty when you buy Home and then will not repair it. I rather use another warranty company that honors the policy.
Dear Martin,
Thank you for taking the time to share your feedback. I am sorry to hear of your pool experience. If you are able to send in your home inspection report, it may help our approval team re-review your ticket's denial. A representative has sent you an e-mail to provide the document. You can also send it to me directly at customerrelations@landmarkhw.com. I would be happy to review your ticket and assist you with your concerns in more detail.
I look forward to working with you.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed June 12, 2018
Landmark was incredibly unhelpful when I had a plumbing issue at my house. Took over 3 weeks to get the issue resolved. Not acceptable. Landmark needs to vet their contractors better to ensure they provide proper service and are responsive.
Dear Julio,
Thank you for taking the time to share your feedback. I am sorry to hear of your experience for your plumbing claim. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how to better service our homeowners. It has been forwarded to the appropriate departments to implement the necessary steps to improve our services.
Please do not hesitate to reach out to me directly at customerrelations@landmarkhw.com for any further questions or concerns you may have.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed June 12, 2018
We have maintain warranty coverage with Landmark since purchasing our home over four years ago. I recently scheduled a tune-up on the air conditioner. They matched us with a great HVAC company and when it was determined we needed a new system Landmark was fair in the amount gave us to get a new system.
Dear Teresa,
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!
Thank you,
TiffanyCustomer Relations Manager
Reviewed June 6, 2018
Last year my downstairs hvac went out when it was 95+ and it took 5 days to fix. This year my upstairs unit is out now 4 days. It’s Wednesday and the contractor will not be here until Friday. I had to call the contractor 4 times to get an appointment. I’ve complained to Landmark but it does no good. I haven’t even heard from them but my $70 service charge sure was sucked out of my account on Monday. I could of had someone here but if I do that they won’t reimburse me. I live in s/e Texas with a 8 and 5 year old, it’s HOT! These people don’t even care and it shows. I get both ac tuned up in spring so hopefully when it does get fixed they won’t try to weasel out of paying for it. It’s hot, we need relief, work on your customer service Landmark!
Dear James,
Thank you for providing your feedback. With the summer months ahead of us, our contractors tend to get busy. They are doing all that they can to get to our homeowners in a timely manner. Landmark unfortunately does not control their schedules and it is out of our control. The pre-season tune up will still be available to you to prepare you for the upcoming season. We are sorry for the inconvenience and appreciate your patience and cooperation.
Please do not hesitate to reach out to us for any of your home warranty needs.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed June 5, 2018
My AC was continuously running when the outdoor temp was 95+ so I opened a case # ** with Landmark to check on AC health. They sent a contractor, contractor said evap coil is leaking and Landmark has denied the claim saying this is a pre existing condition! I have home inspection and licensed HVAC inspection reports from Dec 17 when I bought this house and there were no issues identified with the system. Now, Landmark has just randomly denied the claim and marked it as a pre existing condition which makes no sense!!! Such a scam.
Dear Devender,
I am sorry to hear of your experience with your A/C unit. I would be happy to review your claim. I do not see that the home inspection has been uploaded to the notes of your warranty just yet. To provide service in a timely manner, please send a copy of your home inspection directly to me at customerrelations@landmarkhw.com. From there I will be able to appropriately address your concerns.
Thank you for taking the time to provide your feedback. It is taken very seriously and I look forward to hearing from you.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed June 4, 2018
So, I have Landmark Home Warranty. My aircon unit is not working great, so I put a service request #1428884, they send the technician who says the unit is 20 years old, inefficient, and damaged because of hail, weather and possibly also because of weed-eater tools coming in contact (which he also mentions has no bearing on its functioning poorly). Landmark using the weed-eating tools as an excuse of me intentionally damaging the units and refusing my claim. The technician sent the response in my presence, in a voice message... it's all recorded. And yet these blood sucking leeches of warranty company... may they roast in hell.
Dear Sarang,
Thank you for sharing your feedback. I am sorry to hear of your A/C experience. Your claim has been denied due to the cause of the failure. Your outdoor unit's failure is due to the condenser coils being damaged. The damages were not due to normal wear and tear. Unfortunately, this is not covered under the warranty.
The contractor was able to repair your upstairs unit. It is currently operating as intended.
I would be happy to go over any coverage details with you. You can reach me directly at customerrelations@landmarkhw.com.
I look forward to hearing from you.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed June 1, 2018
I moved into a home that had been inspected but when I got in the home, the faucet didn't work. I called Landmark, paid my $60s and within three days they sent out a plumber. The plumber replaced the cartridge only to find that the problem was inside the faucet itself. The plumber called Landmark to replace it and then left my house. Landmark called me within only a few minutes to inform me that they would be willing to send me $107 to replace the faucet which I will need to install myself. The Pfister faucet that I am replacing costs $278.33 at the cheapest place I can find online...
Dear Jacob,
I am sorry to hear of your experience with your faucet. The warranty only covers to replace your faucet with a chrome builder's standard faucet. We understand that your faucet is not a standard faucet. Therefore, we offered you a cash out. The cash out is at Landmark's cost, which is less than retail.
I would be happy to go into more coverage details with you and answer any questions you may have. You can reach me directly at customerrelations@landmarkhw.com.
Sincerely,
TiffanyCustomer Service Manager
Reviewed May 29, 2018
Recently had our Air Conditioning randomly stop in the Texas heat. I called Landmark, they got all my information and inputted a ticket. I had a confirmation email within minutes and the AC company information at the same time. The next morning I called the AC company to get an idea of timing and they arrived within 4 hours. Got everything fixed up and AC was working by the evening. I have only been with Landmark for a couple months and this was my first experience using them but it was a positive experience.
Dear Matthew,
Thank you for taking the time to share your first experience. We are pleased to hear we have been able to repair your A/C unit 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 May 24, 2018
What a nightmare experience! Our claim has been denied and after reading through the contract we feel that you should not be able to deny it. We have spoken with Angie ** (Manager) several times who has done nothing to help or listen and resolve our claim. Your reason for denial is poor maintenance previous to us purchasing the home. We did have a home inspection done that visually inspected the items and mechanically tested them. All items were found to be in working order and near end of life expectancy.
We provided you the report as soon as we moved in (Dec 2017). We have taken care of the furnace in the few short months we have lived in the home, changing filters regularly. Our furnace is covered according to the contract. We have tried to contact the service technician (Husky Maintenance) and have not heard a word from them either. You took our $60 service fee and all he did was say the same thing we told you when we opened the claim. What a scam! We would never recommend LHW.
Dear Jalise,
Thank you for taking the time to share your feedback. I am sorry to hear of your experience with your furnace.
According to the contractor's diagnosis the fins are bent and is full of debris. It is restricting the air flow of your unit. The fins were bent due to improper cleaning.
Unfortunately, the claim will remain a denial due to the bent fins. This would not be considered a normal wear and tear failure.
I apologize for the frustrations this may have caused.
Please do not hesitate to reach out to me directly at customerrelations@landmarkhw.com for any further questions you may have.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed May 24, 2018
WORTHLESS. After moving in, we discovered the dishwasher, fridge AND the washing machine needed various repairs. After their contractor came to review the items they denied them all. COMPLETELY WORTHLESS. Anything they offer you can do cheaper with a better handyman, because THEY WON'T honor their contract.
Dear Edward,
I am sorry to hear that you feel this way. We appreciate the time you have taken to share your feedback.
At the time of your claim, 10/19/17, your warranty was still fairly new. Per the guidelines, we expect that all covered units are properly installed and in good working order at the time of the effective date of your warranty.
Your claim was denied for multiple reasons. Your washer's failure was due to it being overloaded. Your dishwasher was taken apart and had been missing parts. A deceased rodent was also found in the tub of the dishwasher. The leak in your fridge was caused due not having a pressure regulator in your home. The warranty does not cover for items that are not currently installed. Failures that are not due to normal wear and tear are also not covered under the warranty.
Due to your experience, your service call fee was refunded to you. I do apologize for the frustrations this may have caused you.
If there are any further questions or concerns you may have, please do not hesitate to reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed May 21, 2018
Upon discovering my upstairs AC was not working I called Landmark on a Saturday and they promptly opened a request and I have an appointment with the contractor on Monday which is great since I have out of town guests coming tomorrow!
Dear Craig,
Thank you for taking the time to rate and review us! I am pleased to hear that we have been able to service you in a timely manner 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 May 14, 2018
Landmark does not support their product, clients or sales representative. I am a realtor. I always have the A/C unit cleaned and serviced as part of the contract to protect my client from the risk of pre existing conditions. My client's a/c unit stop working 2 months and Landmark had a vendor come out. He said the unit's panel need to be replaced and that it would take Landmark about 4 days to approve the part. Therefore the vendor said he would need to hotwire it and that the unit would be running continuous until the part came in and if they needed to turn the a/c unit off they would need to do it by turning off the breakers.
Ok 4 days later he replaced the panel and the clients called back and the a/c now was making a noise and not working properly. The vendor now says that it is because it was not wired properly when it was originally put in and this caused damaged to the drum and this is all previous damage. After fighting with Landmark for over a week with a client who has a 8 month baby in Texas with no a/c they said that if their vendor did do damage they are not responsible for the vendor and they would not cover a mistake made by their vendor. REALLY. Just say no to Landmark.
Dear Mary,
Thank you for taking the time to leave your feedback. I am sorry to hear of your experience with your client’s A/C unit.
Our contractors are licensed and insured for these very reasons. If a technician causes any damage to your units, you would reach out to the company to assist you with the damages.
I would like to review your clients dispatch ticket in detail to appropriately address your concerns. To avoid giving out their personal information, please reach out to me directly at customerrelations@landmarkhw.com.
I look forward to hearing from you.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed May 12, 2018
Landmark is the biggest regret of my home buying experience. They usually don't answer their phones. There was one day I waited twice for an hour before being disconnected, only to be told the next day two different stories--one about how their phone system had a glitch and another about how it was a power surge from lightning. They don't cover most of the things I have called about (even though I have the most expensive warranty). I involved one of their managers and finally got my dishwasher replaced. Then they sent me a check for half the amount, and I had to fight to get the rest. Now I have a disposal out, and they say my warranty expired a year ago, even though it's not and they just replaced my dishwasher two months ago and claim to have no record of it. This company is a complete sham. Steer clear.
Dear Trent,
Thank you for taking the time to provide us with your feedback. I am sorry to hear of your experiences with us thus far.
The warranty that pulls up with your given information does show that it had expired in April of 2017. A representative in our Orders department is currently working on correcting this issue for you.
Once this has been corrected, we will be able to open the dispatch ticket for your garbage disposal.
Your feedback is greatly appreciated and has been forwarded to all the proper departments to implement the proper training.
I would like to assist you in any questions you may have. Please do not hesitate to reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed May 12, 2018
I've had multiple Landmark warranties given to me from real estate agents as a part of the sale of a home. When it comes to little things, like changing the keys at the new house, they are fine. When it comes to the big things get ready to fight for your life. They will fabricate reason after reason why they don't have to cover the repairs. Be careful of their wording. They are VERY specific what constitutes "damage" versus "wear and tear". Even issues that are obviously wear and tear, like an AC board frying the compressor, they will claim is "damage" caused by the board and refuse to pay.
How can one component be accused of damaging another component and make them decide to not pay for a repair? This scenario has played out at least 2 times and you'll be left paying for the full repair. Whether it's 300 dollars for your fridge or 3000 for your air conditioning unit. Seriously? Avoid this company like the plague. They will screw you when it really counts. If your real estate agent offers to buy one of these warranties for you BEG them to switch to a more reputable company.
Dear Vincent,
Thank you for taking the time to leave your feedback. I am sorry to hear of your experiences with us.
There are times where secondary damage can happen. This is when one part of your unit fails and causes another part to fail. The second part would not have failed if the first was in good working order.
I would like to look into your concerns more closley. Please reach out to me directly at customerrelations@landmarkhw.com. From there I will be able to confirm your information and get the details of your concerns to be able to address more appropriatley.
I look forward to hearing from you.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed May 7, 2018
Overall, my experience and expectations have been fair. I was/am disappointed with how the company handled and continued to handle an error (property address) on their behalf that I subsequently ended up paying for. I would prefer to use contractors that I am familiar with as opposed to those listed on occasions. That should be allowable.
Dear Patricia,
Thank you for taking the time to provide your feedback. I am sorry to hear of your experience. I would be happy to assist you with your property address error if it has not been corrected.
The warranty would like the opportunity to send our in-network contractor out to your home for diagnosis. In the circumstance we are unable to provide a contractor in a timely manner, Landmark will explore alternative options that may allow you to use your own contractor. Any work that is done without prior approval will not be reimbursed.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed May 5, 2018
Literally have been lied to the second I purchased Landmark's "warranty." It covers next to nothing, saddles the customer with the cost, and is a quick cash grab to see how long it takes for a customer to realize they've been duped. If you're a consumer don't listen to what your agent says. Avoid this company like the plague.
Dear Daniel,
Thank you for taking the time to provide us with your feedback. I am sorry to hear of the experience you have had with us thus far. We have an overall approval rate of 97% in covered claims. We are here to provide you with a peace of mind and would be happy to answer any questions you may have on coverage. I see that you have had a recent dispatch ticket for your HVAC unit. I would like to go over the details of your concerns to address them more appropriately.
I look forward to hearing from you.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed May 3, 2018
Landmark Home Warranty was great and quick response to my issue with my water heater going out. The replacement was fast and quick. There was always communication on how the service was going from beginning to end.
Dear Chad,
Thank you for taking the time to rate and review us! I am 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 May 3, 2018
I am happy with LHW in general. Customer representatives are very friendly and professional. The only problem is that no one can help me get my online account issue resolved. Each time I spoke to a representative (when make service request or renew my warranty), I explain the account problem and they make notes to fix the problem. But issue remains unresolved and I would like to be able to consult my account online to make my service requests online (convenient and written in my own words). When I log in, I see the first welcome page with my name, but cannot proceed further. Message says my account is inactive since 2 years!
Dear Nadege,
Thank you for taking the time to rate and review us. I am sorry to hear of the issues you are having with your online account. I would like to do what I can to help you solve your concerns. If you can provide screenshots of what you are seeing, that would be appreciated.
I look forward to hearing from you.
Sincerely,
TiffanyCustomer Relations Manager
Reviewed May 3, 2018
We love Landmark. They always come through for our clients. Nate ** is amazing and provides fantastic customer service. Never get rid of him! We only refer Landmark and for good reason, there is not a better company out there to work with.
Dear Kody and Amber,
Thank you for taking the time to rate us! 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 May 2, 2018
Timely and had dishwasher going in a matter of a few hours. Just some adjustments and going over washer details. Landmark was on top of which vendor, getting appointment call set up, and follow up calls to ensure everything was going well. Yes, I would recommend Landmark.
Dear Donna and Ervin,
Thank you for taking the time to rate and review us! I am pleased to hear that we have been able to service your dishwasher in a timely manner! 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
Reviewed May 2, 2018
Our refrigerator was making a lot of noise and then the ice maker quit working. The gentleman from Corner Stone came out and pronounced the problem as a "board" and ordered another one. He replaced that on 5/1/18 and it has been working well since.
Dear Kenneth and Diane,
Thank you for taking the time to rate us! 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 May 2, 2018
Landmark Home Warranty stays on top of your needs. They stay in contact with you by email until the job is done. In fact the job (garage door) has been done in less than 5 days. This is a great company to work with and I would recommend this company.
Dear Susan,
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 timely 5-star service for your garage door. 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
Original Review: April 30, 2018
I purchased a home in August of 2018 and was provided a warranty through the seller at time of the sale, it happened to be Landmark Home Warranty. I moved into the home in early August, and noticed the AC was not particularly cold, and on days that were in the 90's the best I could get was cooling to around 80-82 inside the house with the AC units running full blast all day chewing through electricity to power the units. I opened a service case with Landmark, and had a technician out within a day or so to diagnose the issue. As it turns out the two units were down 7 pounds of R22 so the cooling system was simply not able to cool the air.
I asked the tech if R22 simply 'wore out' or if there was a leak in the system, he confirmed that it does not wear out but there was likely a leak somewhere. I asked him about finding and repairing the leak before charging the AC system since it didn't make sense to put VERY expensive R22 into a system that was leaking (never mind the environment). He stated it would be fine and they put a "stop leak" in the lines. $100 paid to Landmark for the service call and another $350 to their technician for the 7 pounds of R22 later, our AC was blowing cold air. For 6 weeks we used the AC until it cooled down in Dallas, and turned the system off for the season.
Fast forward to April 2018, Dallas is warm again, in the mid-80's this past week. I turned on our AC system to find the house not getting cool again. I reached out to Landmark HW because this is likely due to the same thing that happened last year, the leak was not fixed, the system is down R22 and the house will not cool. Landmark said sorry since it is past 30 days this is going to be a new call, where I again will spend nearly $500 to repair the system (hopefully that is all). I asked about why the leak was not even looked for and was told "well the stop leak should have been enough." Clearly it was not.
I asked about getting a leak test to find the culprit to make sure the doesn't happen again as I do not want to be paying $500/season to recharge my AC... not to mention the effect on the environment by leaking R22 to deplete our ozone layer which they clearly do not have an issue with. Apparently if the leak is visible, they will repair, BUT they will not pay to look for it. Basically I am paying Landmark to call a technician, paying the technician for the R22 since it is not covered by Landmark, and nobody wants to look for the leak to fix the issue since that might actually cost money, and since I am footing all the cost to Landmark and the AC company why would they want to go look for problems to fix. The best part, I just re-upped my warranty with this outfit. I will be looking for a new company that treats their account better, this is just ridiculous.
Dear John,
I am sorry to hear of your experience with your air conditioning unit. I understand the frustrations this may have caused you. The warranty guarantees our contractor’s work for 30 days. If the unit fails once again due to the same issue, a recall ticket will be sent to the contractor to check their work without another service call fee.
It appears the contractor’s first diagnosed the leak and used a leak stop to prevent any further leaking. As it has been months since your unit was last looked at, we will need to open a new dispatch ticket to obtain a new diagnosis, which I do see you were able to open yesterday (04/30/18). Once the contractor has been able to diagnose the cause of the failure and what will be needed, we will be able to update you on how to move forward. We will go over any out of pocket cost, if any, before repairs are approved. They are scheduled to go out to your home today (05/01/18).
I would like to remain updated on the progress of your current dispatch ticket. If you have any questions or further concerns, please do not hesitate to reach out to me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
customerrelations@landmarkhw.com
Reviewed April 26, 2018
We originally had a great experience with our warranty claims and even referred them to friends who ended up selecting them and realtors who are now recommending them. However I am completely regretting that and will no longer recommend or consider renewing. If you just need a repair the experience is great however after filing the same claim three times with over 8 visits for the same issue the last repair guy said that it needed to be replaced. They then told me that the third claim would be the final one and if it couldn't be repaired that was it.
At this time they now want a second opinion and are completely inconsiderate that this is the 9th time that my husband or I will have to take off work to have yet another person come out. They are trying to avoid replacing our cooktop after we have been told everything that could be replaced has been replaced. At this point we are more than irritated and feel awful we even gave them as recommendations to others so beware there is a difference of repair vs. replacement.
Dear Mandy,
First and foremost, thank you for taking the time to share your feedback with us. I am sincerely sorry for the experience you are having to make you feel this way.
I have been able to review the history of your oven’s dispatch tickets. At this time, the original contractor has been unable to determine the cause of your oven’s failures. They have recommended that a second opinion is sent to get a new set of eyes on your oven. We will need a diagnosis to determine what the next steps will be. Once the new contractor has submitted their diagnosis, Landmark will take into consideration the past repairs done on your unit in the last few months.
It is my recommendation to schedule an appointment with the new contractor. I will be coordinating with our customer service department and staying involved for the remainder of the dispatch ticket for your oven to ensure you are being presented the appropriate solutions.
I would be happy to answer any further questions or concerns you may have. You can reach me directly at customerrelations@landmarkhw.com.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed April 24, 2018
Landmark Home Warranty is always friendly and they take care of my needs quickly. They have great contractors and I've always been satisfied with their work. The warranty isn't very expensive and well worth it when compared to what the costs could be for service/repairs/replacements. They have the lowest service call fee from all the different companies I looked at. This is a company I have consistently had good experiences with and would recommend to anyone looking for a home warranty!
Dear Maya,
We are pleased to hear that we have been able to provide you with consistent good experiences and are glad to see that our agents and contractors have been able to provide you with 5-star service.
We appreciate your feedback and thank you for the time you have taken to share it. We look forward to another opportunity to provide you remarkable service! Thank you for your continuous support. Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
TiffanyCustomer Relations Manager
Reviewed April 19, 2018
I called because my downstairs bathroom was flooding. When any water went down the drain it would come back up from the toilet so I turned off all water to my home. Called Landmark and they did a service ticket and asked for my $60.00 payment & was told it wouldn't charge my card until the service was complete. They couldn't find anyone to come out. Waited half the day away. I called them back & canceled. I needed water that day!! Needless to say the next day the 60.00 dollars was charged to my account. This was March 3rd and I have called 4 times for my refund and every time they tell me it will be 5 to 7 days. I have yet to see it!! It's now 4/19/18 and 2 payments have been made to Landmark but still no Refund!
Dear Cindi,
I am sorry to hear you have not received your refund. I will be getting with my accounting department to determine why you have not been refunded. As soon as I am able to confirm what we can do on how to move forward, I will reach out to you directly.
We appreciate the time you have taken to share your feedback. If you have any questions for me in the meantime, you can reach me directly at customerrelations@landmarkhw.com.
I’d like to thank you for your patience and look forward to assisting you.
Sincerely,
Tiffany NguyenCustomer Relations Manager
Reviewed April 16, 2018
Glad to find out that LHW approved a new kitchen faucet as it was leaking and had issues for a while supposedly. Our plumber helped confirm the need and necessity of repair as we bought the home last year. I would give the plumbing contractor 5 stars who did the repair. Due to a wrong answer on the phone at customer service today I'm not giving LHW 5 stars - just 4.
Hello J,
We are pleased to see that our agents and contractors have been able to provide satisfactory service. We would be happy to hear your feedback on what we can do to provide you with 5-star services and go into more details on your phone call.Respectfully,
TiffanyCustomer Relations Manager
Reviewed April 10, 2018
We have been customers of Landmark Home Warranty for over a year. We have never had a claim. We renewed our warranty this year and tried to set up a service for our HVAC. When we called we were told that our payment was never charged to the credit card on file and the month prior they charged $.01 (one cent) less than the amount due! We were never advised that our monthly payment was not processed and thus our account was not active. When we spoke to the company representatives they advised us that the payment issue was an error on their part.
Our policy also was not active during the time they had made this mistake! They never apologized and continued to provide extremely poor customer service. I spoke then to their retention/customer relations department (Cheyenne), when advising her we were considering cancellation, she told me "there would be a $75.00 administration fee"! They also refused to refund the remaining payment which we had just made! I would never recommend this company to anyone and found them to be LESS THAN TRUSTWORTHY in every way!
Hello Lance,
I am sorry for the experience you’ve had with us. We do appreciate you taking the time to share your feedback. It is not the service we intend to provide to our homeowners.
There is a cancellation fee of $75.00, however, we had waived the fee due to your experiences. We recognize the payment error was on our end and we’re not charging you the difference. Typically, you will receive an email regarding your missed payment. Landmark strives to better our services and I have forwarded your feedback to the proper department to implement new processes.
I apologize for the frustrations this may have caused you. If you have any further questions or concerns, please reach out to me directly at customerrelations@landmarkhw.com.
Respectfully,
TiffanyCustomer Relations Manager
Reviewed April 10, 2018
Horrible Service! Complete waste of Money! Paid for the service but they didn't cover the bill when the thermostat on our rental condo went out. Save your money and don't get this coverage. Their customer service staff did not care and kept transferring me to different departments.
Hello,
Thank you for taking the time to rate and review us. I am sorry to hear of your experience with your thermostat. I would like to look into the details of your dispatch ticket to address your concerns more appropriately. Please reach out to me directly at customerrelations@landmarkhw.com.
I look forward to working with you.
Respectfully,
TiffanyCustomer Relations Manager
Reviewed April 6, 2018
The service tech was very professional and the landmark agent was as well. I do think that having the highest plan with you guys should have covered the camera scope conducted by the plumber to check on a possible slab leak. That's my recommendation.
Hello Christopher and Meredith,
Thank you for taking the time to rate and review us. We are pleased to hear that the contractor and Landmark were able to provide you with professional service.
Although we do not cover for the camera scope, your feedback and recommendation is taken seriously and I will forward it to the proper departments.
Please do not hesitate to reach out to us for anything you may need in the future.
Thank you,
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