Landmark Home Warranty Reviews
7.2
Overall Score
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Candace Leighton Houston, TX
I called to inquire about a package and spoke Fred F. He was displayed the best customer service. One of the main reasons why we chose to continue with Landmark.
3 years ago
Reply from Landmark Home Warranty
Dear Ms. Leighton, On behalf of the entire team, thank you so much for the 5 star review regarding your positive customer service experiences with Landmark Home Warranty and Fred! Your satisfaction and providing a level of service that exceeds your expectations, is our number one priority and your testimony and the value you find in Landmark is everything we strive for as your home warranty provider. Please know Fred loved the positive feedback, and he truly appreciated the opportunity to provide you with his personal assistance. Thank you again for entrusting Landmark! We truly value your loyal business and look forward to serving you soon. Landmark Home Warranty
Jan. 7th, 2021
Lily Grube Lewisville, TX
We have landmark as our home warranty and so far our experience with them has been horrible. We have a problem with our stove hood, the fan and vent is not working and have been trying desperately to get in touch with the home warranty to have it fixed in vain. They did initially send a tech out to look at it six months ago and paid the $75 but since then it's been us trying to do follow up on the issue and the company going silent. 6 months of desperate attempts to have an issue fixed and practically being ignored! We have deep regrets choosing this company and from our experience so far we would discourage anyone from choosing it.
3 years ago
Reply from Landmark Home Warranty
Dear Ms. Grube, Thank you for bringing this information to our attention and allowing Landmark the opportunity to review your situation firsthand. Customer satisfaction remains at the forefront of our priorities and we sincerely apologize for the timeframe involved to complete the request for the kitchen exhaust fan. Please know we have left a voice message and email for you offering our personal assistance to positively resolve the matter, and we appreciate your receptiveness. Thank you again for your consideration and allowing Landmark the opportunity to serve you. Landmark Home Warranty
Dec. 22nd, 2020
J P Arlington, TX
I wish I could give 0 stars.
Review: Landmark is the worst home warranty you can find. We have been without heat or AC since the end of October. It is mid December. Our poor animals and humans in our home are FREEZING.
Landmark is waiting on a part from their distributor and we were promised it AROUND December 10th.
We have been given the runaround with Landmark. Friday 12/11 we called dozens of times and left call back numbers and had someone even say they’d call us back. That never happened. We were supposed to *hopefully* have the part by Friday, December 10th so all we wanted was an update. Well come to find out the part might not be in until JANUARY 11th. We have had no heat or AC since the end of October. Our dogs, ourselves and our CHILD have had no heat in our home. It is mid-December. It is freezing. I’m surprised our pipes haven’t burst.
About 2-3 weeks ago they offered us a “pay out” and would send us a check with what they would cover and we would cover the rest. We considered it but we would have to pay almost DOUBLE to what we agreed upon. The funny part is the AC/Heat company they have contracted to do the job HAS THE PART and could do the job TOMORROW. But noooo Landmark wants to take the cheap route and wait for their distributor almost 3 months out since we lost heat/AC. This is neglectful.
Also, you might suggest “try to call Landmark”. LOL. We have waiting on hold for up to 2 hours and then finally it will tell you to leave a call back number and they never call. There are no working emails (or representatives choose not to reply) and no way to directly contact anyone via phone.
My advice: do not even waste your time considering Landmark.
3 years ago Edited September 14, 2021
Reply from Landmark Home Warranty
Dear JP, Thank you for bringing this information to our attention and allowing Landmark the opportunity to review the situation firsthand, and also being receptive to our calls. Our top priority is customer satisfaction and providing timely service, and we apologize for the frustration regarding the longer than usual hold times and delay in sourcing the replacement equipment for the heating system. We are happy to confirm the system has been replaced and heating restored to the home. Please be assured Landmark has processed a check on your behalf to apply towards the replacement. Thank you again for your patience and consideration, and allowing Landmark the opportunity to serve you. Landmark Home Warranty
Dec. 22nd, 2020
Marci Stamey Fairfield, TX
I placed an emergency call on a Saturday because my furnace stopped working and it was freezing outside. Thank goodness I owned a space heater because they did not send a technician out until the following Wednesday and then after his "inspection" I was told there were parts missing from the unit and that my home inspection shows the unit was never working. I have a receipt from an HVAC company showing that the unit was in working order prior to closing PLUS I lived here for 3 weeks while it was working just fine. I followed up and had my own technician come look at the unit and he said there are no parts missing but that inducer fan motor was out. Landmark has denied my claim and I am now without heat for over a week now.
3 years ago
Reply from Landmark Home Warranty
Dear Ms. Stamey, Thank you for bringing this information to our attention and allowing Landmark the opportunity to review the service history firsthand. Our top priority is customer satisfaction and we deeply regret your frustration regarding the outcome of the service request for the heating system that was not covered. Please note in accordance with the terms of the service agreement, Landmark covers for breakdowns of covered systems and appliances that become inoperative from normal usage, after the effective date of the service contract. You provided a copy of the home inspection report as Landmark requested, and upon review, the inspector noted the report deficient for the furnace which was inoperable at the time of inspection. In your situation, the contractor reported to Landmark that the furnace control board has burnt up as a result of secondary damages caused by a missing pressure switch. Per the warranty plan, Landmark does not cover for missing parts, components, equipment, consequential or secondary damages. Thank you again for your understanding with respect to coverage and allowing Landmark the opportunity to offer this additional explanation. Landmark Home Warranty
Jan. 9th, 2021
Kevin Jack Tucson, AZ
This is the best Home Warranty Company. The first year we had paid for itself 10 time over!!! Our Rep. who helped us on line was Fred F!! He was wonderful!!!
3 years ago
Reply from Landmark Home Warranty
Dear Mr. Jack, Thank you so much for the 5 star review and providing such great testimony regarding your customer service experiences with Landmark Home Warranty and Fred! Landmark strives to provide the most comprehensive coverage in the industry and we are ecstatic to serve as your home warranty provider. We agree! Fred is wonderful and he appreciates the positive recognition, and also enjoyed providing you with his personalized assistance. On behalf of Fred and the entire Landmark team, thank you again! We truly value your continued business and look forward to serving you in the future. Landmark Home Warranty
Dec. 18th, 2020
James Smalldon Saint George, UT
I cannot thank Heidi S enough for her help.
She was really customer focused and helped resolved my issues following up and getting back to me. I really appreciate her diligence!! Outstanding!
First time ever, that I got a representative that actually was customer focused!
Thank you again Heidi, James Smalldon
3 years ago
Reply from Landmark Home Warranty
Dear Mr. Smalldon, On behalf of the entire team, thank you for taking the time to write a review and provide feedback regarding your recent service experience with Landmark and Heidi! Our number one priority is your satisfaction, from the first call for service to the completed repair, and we are humbled to serve as your home warranty provider. We agree! Heidi is great and always goes the extra mile to ensure that our valued homeowners receive quality service, and she truly appreciated the opportunity to advocate on your behalf. Thank you again for choosing Landmark! We truly value your loyal business of 9 years and look forward to serving you again soon. Landmark Home Warranty
Dec. 9th, 2020
Donna woods Roseburg, OR
Alexander J was very courteous and helpful in renewing our warranty contract. We have been very pleased when requesting service and how quickly services were received.
3 years ago
Reply from Landmark Home Warranty
Dear Ms. Woods, On behalf of the entire team, thank you so much for the 5 star review and providing such thoughtful testimony regarding your customer service experiences with Landmark and Alexander! Our number one priority is your satisfaction, from the first call for service to the completed repair, and we always appreciate the opportunity. Please know we have shared your review with Alex and he enjoyed speaking with you, and he loved the positive recognition. Thank you again for choosing Landmark! We truly value your continued business and look forward to serving you in the future. Landmark Home Warranty
Dec. 4th, 2020
Janie Newburn Las Vegas, NV
I called to check our bill & Fred F, help me with everything, got a discount by paying by 3 payments. Since this Covid19 it's been hard for everyone! Thank you Fred.
Janie Coulson
3 years ago
Reply from Landmark Home Warranty
Dear Ms. Newburn, Thank you so much for the 4 star review and such positive testimony regarding your wonderful service experience with Landmark Home Warranty and Fred! We always strive to provide the most comprehensive coverage in the industry while keeping the premium cost competitive and Fred was honored by the opportunity to offer most helpful alternatives to you, and humbled by your commendation. On behalf of the entire team and Fred, thank you again! We truly value your continued business and look forward to serving you again. Landmark Home Warranty
Nov. 25th, 2020
Lauren Pernie Sherman, TX
Fred F was very nice and help me with everything I needed. I’ve called this place several times, and so far he was the nice one there. He’s really good at his job!
4 years ago
Reply from Landmark Home Warranty
Dear Ms. Pernie, Thank you so much for the 5 star review and such positive testimony regarding your service experiences with Landmark Home Warranty and Fred! Please know your satisfaction is our number one priority, and it is always our most distinct pleasure to assist you with all your home warranty and home services needs. We agree! Fred is a keeper, and was absolutely humbled by your kind words. On behalf of Fred and the entire team, thank you again! We truly value your continued business and look forward to serving you again. Landmark Home Warranty
Nov. 25th, 2020
Sarah Davies Meridian, ID
I had a great experience with Landmark Home Warranty. Fred F was very kind and helpful! He answered all of my questions and made sure my needs were met. Thank you, Fred!
4 years ago
Alecia Gonzalez Houston, TX
Alexander did a great job of meeting our specific needs and taking care of this renewal and a prompt fashion. Very courteous young man! Would highly recommend Landmark!
4 years ago
Sidney Stacy Caldwell, ID
I love landmark because of their amazing coverage and how willing they are to help. They respond quickly and are very kind. I always appreciate the help.
4 years ago
KP Austin, TX
This company has questionable business practices and terrible customer service. I made a service call, the technician (who was excellent) came out, but the service was apparently not covered under my warranty. He had to wait on hold with Landmark for 45 minutes to find this out. I had to pay him out of pocket to do the repair ($175), but Landmark still charged me a $70 fee for calling the technician to come out. I don't know if this is standard procedure but it seems silly for me to have to pay them when the repair company didn't charge them for the call, since I paid out of pocket. I called customer service twice to find out why and ask for a refund, both times the customer service person was unprofessional and disinterested in helping me. The second time I asked for a manager to call me back and was promised they would within 48 hours--nothing. I went online and filled out a request to be contacted--nothing. The only reason I give them 1 star is that they called a technician to come out the next day and the technician they called was excellent. I will not be renewing my policy with Landmark next year. Do better, Landmark.
4 years ago
Rachelle ,
Landmark Home Warranty is a slow unprofessional warranty company. It’s been a week since I called for service on my AC. I still have not been contacted by email or by phone to schedule a contractor. I have been calling Landmark daily if not several times a day. It is blowing warm air in 95 to 103 degree's weather. My family and I are dying of heat and can’t sleep.
They have only 2 contractors in my area and won’t get another contractor to help. So basically they can’t help but want my money. They are not able to climb up a ladder to a one-story flat roof (Completely Flat Roof).
I have spent hours and hours trying to talk with Landmark. Today I was on hold for exactly one hour and then I hung up. Called again for 40 minutes and again on hold for 37 minutes. And even left 2 messages. Still nothing from Landmark. It said the next available agent will call you. LOL That was just today. They have even hung up on me.
June L, Paul, just to name a couple has assured me that they would take care of it too. Everybody ignores and hope we go away.
Landmark assured me that a supervisor will call me in an hour on one call another call a supervisor will call by 5pm. 4 days later and no call from a supervisor or a manager. They are getting my money and I am getting 0 service. I am beyond frustrated!!!!!! I do not recommend Landmark Warranty to anyone not even my enemies. 1 Star rating is being generous. It should be -5 Star. Stop robbing us and do what you say you are there for us. The service on the things we have a warranty with you...
4 years ago
Reply from Landmark Home Warranty
Dear Rachelle, Thank you for bringing this information to our attention and allowing Landmark Home Warranty the opportunity to review your situation firsthand. Our top priority is customer satisfaction and we sincerely regret the frustration. Our contractors carry ladders. However, this situation called for an extra tall ladder to access the air conditioning unit located on top of the two story condo. Please note access is not covered under the service plan, and Landmark advised that an extended ladder is required to service the air conditioning system. This information should have been explained to you when creating the service request due to the location of the unit, and we apologize if we were not clear in our explanation. Please be assured we have honored your request and promptly cancelled the service call. Thank you again for your consideration and allowing Landmark to provide you with this additional information. Landmark Home Warranty
Aug. 15th, 2020
cmason McMinnville, OR
If you love people that are unresponsive, rude, dismissive, then this might be the company for you! The MINIMUM wait time to talk to ANYONE is 1 hour and 45 minutes. Once you get on the phone with someone they can't answer any questions. If you ask to talk to a manager, there's another 45 minutes to an hour on hold. If the manager isn't available (which they never are) they will call you back within 48 hours, which they don't. They don't respond to emails either. Once the process is started for a service ticket, and everything is approved, they will still try and rip you off by not paying for ANYTHING. They left us without a hot water and fire suppression system for over a month. Even after calling daily for support. What an absolute joke of a company.
4 years ago
Reply from Landmark Home Warranty
Dear CMason of Carlton, Thank you for bringing this information to our attention and allowing Landmark the opportunity to review your situation firsthand, and for being so receptive to our follow-up efforts of assistance. Customer satisfaction remains at the forefront of our priorities and we sincerely regret any frustration you experienced regarding communication, hold times, and your service request for the water heater. Please know, as discussed during our phone call this morning, that the cash in lieu offer that was originally provided to you was incorrect and has since been revised. Additionally, please be assured we are actively monitoring the remaining steps of the process, and will continue to do so to ensure swift completion. Thank you again for your patience and consideration, and allowing Landmark the opportunity to serve you. We sincerely hope to regain your trust in Landmark and the great services we offer. Landmark Home Warranty
Aug. 5th, 2020
Angie Leggett Houston, TX
Contacted LMHW on June 22 to fix my washer. A week or so later they left a vmail that the part was on back order with their supplier. They offered me a payout for parts and labor and suggested I find the parts and someone locally to fix it. I gave up trying to call them back as the hold times are excruciating. Sent them an email suggesting that they use a different supplier. They did email me back fairly quickly. Reiterating that my choices were to wait indefinitely or take the cash and fix it myself. I responded on 7/6/20 and suggested perhaps they could find parts locally and arrange for fixing the machine. I also commented that the whole purpose of a home warranty is to transfer risk and I believe they should repair or replace in a timely manner or else what good is a home warranty?!
Have not heard a peep back from them yet. I sent another email 7/20 asking for a manager to call me. As of today, no response at all.
So, I pay my monthly fee. Then I paid $65/$70 to basically find someone to do it and pay them whatever they charge me even if it is more than the pay out. This is no transfer of risk. It has been a month since i first put in my service request and it appears I am no closer to having a repaired washer. This is unacceptable.
4 years ago
Reply from Landmark Home Warranty
Dear Ms. Legget, Thank you again for bringing this information to our attention and also taking the time to speak with us. Landmark has received notification that the part has shipped. The contractor will contact you next to arrange scheduling. Please know we appreciate your continued patience as we work to achieve resolution. Landmark Home Warranty
Jul. 28th, 2020
Carla Eugene, OR
I've been trying all day to submit a request for service and it has been a horrible experience. I tried their online system and filled in a ton of information including my credit card information and clicked "Submit" and was then notified online that I couldn't submit that type of request using the online system! The online notice instructed me to call their toll free number which I did and waited on hold for hours! it was soooo horrible. I finally hung up and called the sales line and talked to 5 horrible staff members -- of course there was NO hold time to talk to their sales department. They should reallocate some of those staff to their service request department. it clearly shows where what they value.
Anyway -- this is the first service request I've attempted and I made one more call late today to their sales department and talked with Christopher S who was AWESOME. First of all -- he listened and advised me and indicated that he was fully trained in helping with service requests and proceeded to initiate the service request for me. He was very helpful -- he answered all of my questions and he listened listened listened. He was very kind and very helpful. Did I already say he was helpful??? He has restored a glimmer of hope for me. Now that the service request has been submitted the true test is coming regarding their service an how quickly the issue will be resolved.
Kudos to Christopher S for going above and beyond. Putting the customer first and being willing to help!!!
4 years ago
Reply from Landmark Home Warranty
Dear Carla, Thank you for bringing this information to our attention and allowing Landmark the opportunity to review your situation firsthand, and also being so receptive to the assistance offered by Christopher. Our top priority is customer satisfaction, and we sincerely regret any frustration you experienced while attempting to place a service request for your Air Conditioning Thermostat. Please know that answering your call for service in a timely manner is of the utmost importance to us, though you may encounter a longer than normal hold-times during periods of higher than normal call volume. We are pleased, however, to hear that Christopher was able to assist you in placing your service request and provide you with a knowledgeable and helpful level of customer service! He is an asset to the Landmark team, and your kind words truly made his day. Please be assured we are actively monitoring your request, and will continue to do so through completion. Thank you again for your consideration and patience as we complete the process. Landmark Home Warranty
Jun. 3rd, 2020
John Doe Meridian, ID
My furnace went out three weeks ago. Called Landmark on a Thursday morning. They said someone would contact me before the end of the day to schedule service. No call. I finally called back at 445 pm. Apparently, the message that they needed to call the service provider never went out. The new rep I spoke with got that call made and they sent out an HVAC specialist to look at the issue the next day (Friday). The specialist determined a new furnace was needed. Said he would do the necessary paperwork and call the next week to schedule the installation. Wednesday of the next week rolls around with no communication. I call the service provider. Apparently, there was an issue with Landmark not getting the information to their authorization department. I call Landmark to follow up. After waiting on hold for 20 minutes, I get told that the authorization department is not in, but that a message would be sent and I should hear something the next day. I hear nothing so I call. Apparently the message didn't get through. This same process of no communication from Landmark and nothing being done on my claim repeats for the next week as I call every day to get a status update. Finally, the following Friday, I get told that it's been authorized and that I should get a call to have it scheduled on Monday. No response on Monday, so I call the service provider on Tuesday. I'm told Landmark purchasing has not contacted them to let them know the furnace has been purchased. I call Landmark. Wait on hold for 30 minutes. Finally get through. The rep has no idea why it's held up in purchasing, but will send an email to them... Again, this is week 3 without heat. I live in Idaho, so it's not warm. Luckily it hasn't been freezing otherwise my pipes would freeze and break. Overall, 3 weeks to get a furnace in winter is unacceptable; and as the install has yet to be scheduled, I can only surmise that it will be more than 3 weeks before it gets in. I will not be renewing my contract as the level of service has been terrible. I would not recommend Landmark to anyone. Literally, ANY other warranty provider could do better. Landmark is the worst.
4 years ago
Reply from Landmark Home Warranty
Dear John Doe, We would like to review your situation firsthand. However, we cannot locate a Landmark warranty under the name provided. May we please ask you to forward your name, contract number, or property address to customerrelations@landmarkhw.com? Thank you for your consideration. Landmark Home Warranty
Mar. 24th, 2020
Andrew Bethune ,
PAUL C provided awesome help with renewing my home warranty with Landmark. I have also generally had a good experience with Landmark, and I highly recommend them.
4 years ago
Reply from Landmark Home Warranty
Dear Mr. Bethune, on behalf of the entire Landmark team, thank you so much for the 5 star review regarding your positive experience renewing your service contract with Paul C! We agree; Paul is very helpful and always strives to exceed customer expectations. It is always our utmost pleasure to assist you with all of your home warranty needs, while providing you with the highest quality customer service. Thank you again! We truly value your continued business and recommendations, and look forward to serving you for many years to come. Landmark Home Warranty
Mar. 13th, 2020
terry qualls Phoenix, AZ
Pay $80/month w/ Landmark w/ $70 service fee.
Fridge & Dishwasher claim: Came up w/ 3 "different" responses all giving some reason why they won't cover the refrigerator door. Repaired dishwasher soap dispenser for $94 BUT refused any racks "listed as not covered". The ONLY reason I gave 2 stars is they fixed the dishwasher.
In essence paid $150 for a $94 part & labor for February.
4 years ago Edited September 14, 2021
Reply from Landmark Home Warranty
Dear Terry,
There were 3 variations of the diagnosis to help you better understand the denial. The refrigerator door has warped, and the repair would not be covered under the warranty. Because the warranty does not cover for the door seals, your dispatch ticket will, unfortunately, remain a denial.
Sincerely,
Tiffany Nguyen
Customer Relations Manager
There were 3 variations of the diagnosis to help you better understand the denial. The refrigerator door has warped, and the repair would not be covered under the warranty. Because the warranty does not cover for the door seals, your dispatch ticket will, unfortunately, remain a denial.
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Feb. 20th, 2020
M. Rivera Gilbert, AZ
Landmark selects the least competent individuals to complete their jobs. And when an expensive claim arises, they will come up with excuses instead of money, leaving you the bill for repairs they should have paid. Further, they also make it extremely time-consuming and tedious to cancel the policy. In brief: save money, pay for repairs yourself, and avoid these wretched people.
4 years ago
Reply from Landmark Home Warranty
Dear M. Rivera,
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 plumbing system. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
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 plumbing system. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Dec. 31st, 2019
Ana Perez-Arrieta Tucson, AZ
I called to report a plumbing issue. You sent a plumber who snaked the kitchen sink for about 100 feet. The plumber said he was not confident it would fix the problem. I called back one week later to say problem was not fixed. You wanted to charge me another $65 and open a new ticket to send someone back to the house, but it was the same problem, and I felt I should not have to do pay another fee because the original plumber did not fix the problem. You had me wait online for 24 minutes! In the end, the representative said I would have to pay again. I asked to speak to a manager, and she asked me to call back to see if your company would authorize it under the same ticket. I received very poor service. This is precisely why home warranty companies have terrible reputations.
4 years ago
Reply from Landmark Home Warranty
Ana
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 plumbing system. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at .
Sincerely,
Cheyenne Rapier
Customer Relations Manager
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 plumbing system. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at .
Sincerely,
Cheyenne Rapier
Customer Relations Manager
Dec. 27th, 2019
Shiela Peoria, AZ
Worst experience EVER! We’ve been with Landmark since 2013 and only needed to use our warranty for the first time 2 years ago. Process was simple. Last month, our hot water heater went out. When Taylor called to update us on getting a plumber out, she said it would be 4 days before someone could get out to our home...4 days in a major metropolitan city!! While I understand being without hot water is not an emergency, this young gal told us very rudely and multiple times that there are other ways to take a hot shower! I asked if that meant boiling hot water on the stove and bathing our teenagers with said hot water and she reiterated that there are other ways to take a hot shower. I was so upset that there were no words for her! They totally low balled us on a cash amount-so low it wouldn’t even cover a replacement water heater at the plumber’s cost but insisted they have vendors that give them really good deals. Don’t ask for an invoice though as Landmark won’t give you that information. Nope, it’s top secret! Sneaky business practice if you ask me! As soon as I get my check, I’m switching to OneGuard. I’ve heard good things and I’m sure another company can’t be as bad as Landmark. Save your money and go somewhere else, anywhere but Landmark!!
4 years ago
El Paso Crone El Paso, TX
Customer service is non-existent. Every time I call I get different answers to the same questions. They promise everything when you sign up and then, when you try to file a claim you had better have more patience than Job because you are going to have to micro-manage every step of the claims process, probably get your own contractor, and then you might even have to pay an attorney to get reimbursed for the money you are out of pocket on that contractor. Out of three claims filed, only ONE was handled in a timely and professional manner. My ice maker quit working and they sent someone out that fixed it right away. BUT, when I had a plumbing leak that was flooding my home and had to turn the water off to the entire property in the middle of summer with 20 animals depending on that water their idea of "expediting" the claim was to get someone out within "a week or two".
So I had to find a contractor, pay the contractor and then wait months for a reimbursement. My most recent claim for a leaky washing machine in my rental property has been no better. I've spend close to 30 hours trying to get it fixed and Landmark is doing a fine Key Stone Cop impression unfortunately, to my financial and emotional detriment. There are some very nice people there, but the gross incompetence of both claims and customer service department is driving me elsewhere. I just hope I can find someone better because, frankly, this is the THIRD company I've used and it's about on par with the others. I might just go it alone and save the premiums in a special account for the repairs I need.
4 years ago
Reply from Landmark Home Warranty
Dear Homeowner,
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 see that you feel this way. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
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 see that you feel this way. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Dec. 11th, 2019
Ernie Las Vegas, NV
Very easy to set up service to repair or fix any issues with your home. Just one call and Landmark does the rest, connects you with the company doing the work and you just schedule.
4 years ago
Reply from Landmark Home Warranty
Dear Ernie,
We are glad to see that our agents and contractors have been able to provide you with 4-star service! We would be happy to hear your feedback on what we can do to provide you with 5-star services as it provides great insights on how we can improve to better serve our homeowners. Please feel free to reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
We are glad to see that our agents and contractors have been able to provide you with 4-star service! We would be happy to hear your feedback on what we can do to provide you with 5-star services as it provides great insights on how we can improve to better serve our homeowners. Please feel free to reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Nov. 14th, 2019
Moshe Austin, TX
Landmark will go to any length to avoid paying for what is covered.
I had 3 cases in which they simply refused to pay.
They work out a scheme with the contractors to get them to find excuses and claim that the issue is not normal wear and tear.
They would not cover the replacement of an 18 years old AC system. The first contractor gave a wrong diagnosis, again to make sure Landmark doesn't have to pay. The 2nd contractor gave a completely different diagnosis.
The same thing happened to us with the built in double oven. They refused to fix it.
I would recommend anyone to stop paying for nothing.
5 years ago
Reply from Landmark Home Warranty
Dear Moshe,
I am sorry to hear that you feel this way. I would be happy to properly address your concerns and go over them in detail. Please reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
I am sorry to hear that you feel this way. I would be happy to properly address your concerns and go over them in detail. Please reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Oct. 4th, 2019
Lesli C Midlothian, TX
Can we leave zero stars? In a nutshell Landmark Home Warrenty simply does not honor its own contract. They want you to update to systems to comply with regulations that do not go into effect until 2020. A repair of our AC unit (compressor) was turned down leaving us without AC in Texas for two weeks while we volleyed back and fourth regarding tearing out our unit to comply with 2020 regulations (costing us upwards of 3k). their own service advisor told them this was uneccessary and excessive. We finally just took the payout and had the compressor fixed ourselves.
This is our fourth home but our first time using Landmark Home Warrenty and I wish we had stayed with AMERICAN HOME SHIELD. Landmark Home Warrenty has great PR in place but the positive reviews are simply another fake advertising campaign. DO NOT USE Landmark home.
5 years ago
Reply from Landmark Home Warranty
Dear Lesli,
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 HVAC service request. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
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 HVAC service request. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Oct. 1st, 2019
Brandon Spanish Fork, UT
So frustrated. On hold for over 1 hour and 15 minutes each time I have called Landmark. I have been trying to get my AC fixed for a week now. This is the 4th phone call this week. The quickest phone response time has been a 45 min wait. Scheduling took have someone come to the home took 4 days. He came to diagnose and fix the problem. He spent 30 minutes and couldn't figure it out so he left. I am back to calling Landmark again to send someone out. On hold again for an hour and half. Still no response. On hold and waiting. Don't waste your money on this service. 1 out of 5 stars for me for Landmark Home Warranty.
UPDATE: It's been 3 additional weeks and my AC has completely blown up. The compressor has fully failed now and I still have not had my system repaired. I was informed today that parts are just now being ordered. I initially had peace of mind when they told me that they would replace my system like for like or equivalent, unfortunately they are attempting to install an off brand that is a 4 ton unit vs the original 5 ton unit and they are attempting to order and install a reduced SEER rating with less energy efficiency. The worst part about this is they are trying to hit me with a list of "out of pocket" expenses. Some of these include additional man hours required by their contractor to install the new system. They want $650 dollars for these "out of pocket" expenses that I have not asked for before they will honor their warranty. This is a scam. DO NOT use Landmark Home Warranty. Save your money. Photo Attached of how they have left my AC Compressor. They removed the motor and fan and you can see the blown compressor. I'm tired of my home being hot. PLEASE FIX MY AC!
5 years ago
Taylor Cleveland, TX
I had a terrible experience!!
I called because I just moved into a home and we had the Landmark Home Warranty and the ac wasn’t working after a couple of days. They wouldn’t send me someone because they said my contract with them was pending because I had just moved there. So I paid out of pocket for someone to give me Freon and they said that there would need to be a leak test. I contacted my agent who got me in contact with a representative and they reimbursed me $45 out of the $140 I spent. Then I called landmark a few times to get the leak test and they take at least 15 minutes to answer the phone then keep putting you on hold and they still hadn’t set me up with a service. Finally someone set me up with the service but they were beyond rude and treated me like I was an inconvenience. I had to pay the service fee of $70 and the company they sent me told me that the leak test isn’t covered by landmark. Landmark did not tell me that before ordering the service I paid for. So for them to fix whatever the problem was I needed to use that company plus I had already paid the $70. Then after a leak test costing me in total $355 they told me the part was not covered by them because it was still under manufacture warranty. They could’ve known that my unit was under manufacture warranty before and I could’ve had my own service done. So the company I hired to do the work after finding out about all of this would’ve only cost me $95 to do the leak test. I overpaid $260 thanks to landmark being so incompetent and the company they sent me overcharging. I am arguing with a rep currently trying to get reimbursed but he isn’t answering me about it yet.
5 years ago
Reply from Landmark Home Warranty
Dear Taylor,
I am sorry to hear about your recent experience with your HVAC service request. I would like to review your request in detail to better address your concerns. Please reach out to me directly at with your property address.
I look forward to hearing from you.
Sincerely,
Tiffany Nguyen
Customer Relations Manager
I am sorry to hear about your recent experience with your HVAC service request. I would like to review your request in detail to better address your concerns. Please reach out to me directly at with your property address.
I look forward to hearing from you.
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Sep. 9th, 2019
Natalia Tarakanova Taylorsville, UT
The worst home warranty company ever!! Don’t trust this company! I had a leaking fridge. The contractor said that the fridge is very old, he couldn’t fix it and it needs to be replaced. He cleaned it and said that if I will have the same problem I need to call to the home warranty company and they should replace the fridge. In 2 months I called to the company with the same problem. They sent another contractor and he found another problem and this problem is not covered by home warranty!!! How do you like it!!! I asked why the conclusion of the second contractor is more important than the first one and I asked to sent another contractor. They refused to do it and answered in a rude form that my file is closed and if I have any issues about it I could do whatever I want. They couldn’t help me! They refused to replace the fridge, they even refused to find the parts for replacing. I had to pay for the second contractor appointment, but I think that he was a fake one. He didn’t do anything and spent in my house just 5 minutes but he had enough time to make a conclusion what is good for the company. Please, please, please Don’t waste time, money and nerves on this company!!!!!
5 years ago
Reply from Landmark Home Warranty
Dear Natalia,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear that you feel this way. I would like the opportunity to review your concerns in more detail to better address them. I am unable to pull up your warranty with the given information. Please reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear that you feel this way. I would like the opportunity to review your concerns in more detail to better address them. I am unable to pull up your warranty with the given information. Please reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Sep. 3rd, 2019
John A Pleasant Grove, UT
Purchased a home warranty in March to cover home, including AC units and swimming pool. In May opened pool. Everything worked for a week, then pump controller stopped working. Filed service ticket with Landmark. They replied they couldn't find a pool service company and I'd have to find my own. Took a while to find one myself and had them come out. They said needed a new control board. Called Landmark. Landmark said the part should be covered, but they couldn't confirm if it was working before it broke. The service company told them it was working previously and said Landmark would twist their words to not cover it. Landmark denied the claim. I called and disputed, and they wouldn't budge. So, I asked for a full refund, since they wouldn't cover what they said they would. They said they'd only give a prorated refund, minus a cancellation fee. In other words, they took hundreds of dollars from me and did absolutely nothing.
5 years ago
Reply from Landmark Home Warranty
Dear John,
I am sorry to hear about your experience with your pool service request. I would be happy to review it to better address your concerns. Please reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
I am sorry to hear about your experience with your pool service request. I would be happy to review it to better address your concerns. Please reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Aug. 20th, 2019
EDutton Riverton, UT
Landmark Home warranty has ridiculous policies. I purchased a home at the end of April 2019 and with the purchase of this home I received a home warranty through Landmark. When you think about what a home warranty is, it is to protect you from things that go wrong with your house during the first year of ownership. Recently I started having issues with with my AC unit and I turned to my home warranty and they said I had to go through the manufacture because it was under 5 years old. I though OK I will try that. When I contacted the manufacture they said they would only cover the parts and not the labor. They said that my Home warranty should be able to cover the labor. They said to tell the home warranty to send someone that is connected with Lennox so they can get the parts. When I connect Landmark and let them know what the manufacture said I needed to do, Landmark is refusing to send out a tech to fix my unit. I asked what the point of having a home warranty is if they will not cover what they say it covers just because it is under manufacture warranty. They should be happy because that would make the service cheaper because they don't have to pay for the parts.
I want to let everyone that is looking to get a home warranty to avoid getting one through Landmark Home Warranties because they will not stand behind their the product and the customer service is horrible. After the first year of this warranty is up I will be cancelling my contract and going with another company.
5 years ago
Reply from Landmark Home Warranty
Dear Liz,
Thank you for the time you have taken to provide us with your feedback. I am sorry to hear about your experience and would like to better address your concerns. I have sent you a direct e-mail so that we can discuss them in detail.
Sincerely,
Tiffany Nguyen
Customer Relations Manager
.
Thank you for the time you have taken to provide us with your feedback. I am sorry to hear about your experience and would like to better address your concerns. I have sent you a direct e-mail so that we can discuss them in detail.
Sincerely,
Tiffany Nguyen
Customer Relations Manager
.
Aug. 8th, 2019
Jared San Antonio, TX
Would give a 0 if I could. I have had an open ticket with them for about a month now over a microwave. They claimed the microwave was under manufacturer warranty and so they wouldn't replace it. It is 3 years old. I had to reach out to the manufacturer and get confirmation from them that it wasn't under warranty, I sent that over to Landmark. Now they are saying (depending on the conversation) that they agree it isn't or that they have to review it with a contractor to see if it is or not. Regardless, they say they need more time to review it. One of their customer service reps told me to just go buy a microwave and then they will determine if they will reimburse me at a later date! Other than that - the agents just stall and avoid answering anything directly.
5 years ago
Reply from Landmark Home Warranty
Dear Jared,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience with your microwave service request. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience with your microwave service request. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Aug. 7th, 2019
sammy hukkanen Arizona City, AZ
Master shower was not working, call to Landmark and all is fixed. Couldn't make up a better ending!! You folks rock! I will recommend your company to all my friends.
5 years ago
Reply from Landmark Home Warranty
Dear Sammy,
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 Nguyen
Customer Relations Manager
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 Nguyen
Customer Relations Manager
Jul. 22nd, 2019
Fausto Hernandez San Antonio, TX
The hot water heater in my garage gave out and flooded my garage and the contents. I called Landmark and they assigned a vendor who has 1-4 hours to call you. They promptly charged me for my service fee, of course. I advised them of the urgency of the situation. After half the day went by and no call from the vendor, I called back and they wanted to assign another vendor with the same window to respond. I again advised this was an emergency and night was approaching. I spoke to a supervisor about calling my own plumber and getting reimbursed and got the runaround about getting approved for that. Note: They use the lowest bidders they can find to get work done! I called my own plumber, who worked into the night to replace the heater and mitigate the property damage. Today, I went through the painful process of speaking to their "customer service" people and supervisors, only to be told they were denying my claim for reimbursement. I highly advise against this company and I will be contacting my attorney to get reimbursed. Horrible experience!!!
5 years ago
Reply from Landmark Home Warranty
Dear Fausto,
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 plumbing service request. I would like the opportunity to review your concerns in more detail to better address them. I will be sending you a direct e-mail shortly.
Sincerely,
Tiffany Nguyen
Customer Relations Manager
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 plumbing service request. I would like the opportunity to review your concerns in more detail to better address them. I will be sending you a direct e-mail shortly.
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Jul. 8th, 2019
Robin Nampa, ID
I have been with landmark for over two years. My water heater started leaking 9 months ago. Landmark came out to fix the valve and it quit leaking for month. The contractor landmark sent out said I had better renew my warranty because the water heater was about done. My water heater is 26 years old! My water heater started leaking again (9 month later) landmark sent out a contractor and he said he would replace the valve not the water heater. Landmark called me later and said they will not replace the valve again. I paid for the warranty two years in a row, $1000.00 total. If my water heater starts leaking again you need to replace the valve or replace my water heater...that’s what I pay you for. I will never use landmark again. I am a Realitor and I have always suggested landmark for buyers and sellers, not anymore!
5 years ago
Reply from Landmark Home Warranty
Dear Robin,
I am sorry to hear about your experience with your water heater service request. It was the contractor’s professional opinion that you get an expansion tank to stop the leak from reoccurring. The expansion tank is not covered as it is not a part you currently have. If an expansion tank is not added, and the T&P valve fails again, the warranty will not be able to cover for the T&P in the future. I would be happy to go over any further questions you may have on your coverage. You can reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
I am sorry to hear about your experience with your water heater service request. It was the contractor’s professional opinion that you get an expansion tank to stop the leak from reoccurring. The expansion tank is not covered as it is not a part you currently have. If an expansion tank is not added, and the T&P valve fails again, the warranty will not be able to cover for the T&P in the future. I would be happy to go over any further questions you may have on your coverage. You can reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Jul. 5th, 2019
Kris Nicastro Eagle, ID
Just like all the previous bad reviewers, I'm here to validate the 1 star rating of this business. Also, Google this company, every other review site shows them considerably lower than this one. On to how they operate. They will use the cheapest and slowest contractors available in your area. They will tell you (if you want the item to be potentially covered) you may not use anyone else and they will not contract with anyone other than the slowest, cheapest contractor in the area. They will tell you they can take as long as they want to come up with a repair solution for you and there's nothing you can do about it. They will not show even the slightest bit of compassion or empathy for your situation and will treat you as a nuisance rather than a client. I highly recommend staying away from this company. Ask your realtor or home loan officer to use another company.
5-30-19 9:46 a.m
Disregard when Tiffany responds to these reviews. Her job is to solely deflect blame on here and give some indication the company cares. They don't. Nothing gets done differently by contacting her. Just more stalling. All the negative reviews are legit and should keep anyone reading far far away from doing business with this company. Anyone who wants to see email correspondence with this company can message me for proof.
I have been waiting for a diagnosis on my problem for over 2 weeks. Nothing.
5 years ago
Reply from Landmark Home Warranty
Dear Kris,
I have been in communication with you via e-mail to resolve your concerns as quickly as possible. At this time, we are currently waiting for your decision on how to move forward with your service request. On 05/31/19, you were given to options. Landmark will cover for the unit that is in failure, however, to do this, you will need to approve the out of pocket costs for the items that are not covered under the warranty. You were also presented with a cash out option. If you are unhappy with the out of pocket expenses or wish to use your own contractor, we will be able to send you a check at Landmark’s cost to assist you with the items that are covered under the warranty.
Once you have made a decision, please reach out to us to ensure there are no further delays.
Sincerely,
Tiffany Nguyen
Customer Relations Manager
I have been in communication with you via e-mail to resolve your concerns as quickly as possible. At this time, we are currently waiting for your decision on how to move forward with your service request. On 05/31/19, you were given to options. Landmark will cover for the unit that is in failure, however, to do this, you will need to approve the out of pocket costs for the items that are not covered under the warranty. You were also presented with a cash out option. If you are unhappy with the out of pocket expenses or wish to use your own contractor, we will be able to send you a check at Landmark’s cost to assist you with the items that are covered under the warranty.
Once you have made a decision, please reach out to us to ensure there are no further delays.
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Jun. 5th, 2019
DDCJ San Antonio, TX
If you are shopping for a home warranty, beware. Make sure you read the fine print. If your air conditioner or any appliance has any type of warranty, Landmark will not help you, even for the labor. Be aware that air conditioner warranty only cover parts and Landmark feels you are completely liable for the labor. If your air conditioner is old, the warranty will help pay for about half of the cost of the replacement but you will continue to pay the same monthly fee through landmark and not get any more services for your air conditioner. I have talked with the manufacturer, Landmark and the installation company. None of them are able to help. I did not choose the manufacturer or the installation company, those were chosen by Landmark. This unit is 1 and 1/2 years old and the evaporator coil has a leak. I was told it is a "lemon" which is why my unit has probably been freezing since installation. Out of all of Landmark's technicians who complete preseason tune-ups, it took a year-and-a-half to figure out the problem, enough time to void labor warranties through the installer.
I have tried to resolve this issue in all ways I know possible as stated above. So buyer beware, Landmark has a lot of issues they will not cover. I have had same issues with dishwasher amd refrigerator repair.
5 years ago
Reply from Landmark Home Warranty
DDCJ,
Thank you for providing us your feedback and review. We have been able to go over your concerns with you on this feedback already provided to us.
I would like to help in any way I can, you may reach out to me directly at .
Thank you,
Cheyenne Rapier
Customer Relations Manager
Thank you for providing us your feedback and review. We have been able to go over your concerns with you on this feedback already provided to us.
I would like to help in any way I can, you may reach out to me directly at .
Thank you,
Cheyenne Rapier
Customer Relations Manager
May. 17th, 2019
Sheriff Sanusi Irving, TX
For what it’s worth I’m an individual who typically leaves a review when treated fairly and don’t leave one when the service is back, but on this, I feel as if I’m inclined to leave a review. I am currently in the process of trying to get my water heater situated and what I can say is horrible contractor with no other choice for one being given, it’s unfathomable to me that nobody within the Landmark home warranty organization has thought up the simple idea of offering multiple contractors so THEIR CLIENT can do their needed research before choosing one. The contractor they sent out was over for maybe 2 minutes looking at the water heater itself, gave no explanation as to what he saw and spent more time filling out the piece of paper to submit to Landmark; that all was followed up with an email from Landmark stating there would be a substantial out of pocket cost for the contractor listed as “modifications” since the devices weren’t “failing” they were classified as modifications thus Landmark wouldn’t cover the cost. I’ve tried to the past 3 days to get another contractor out with Landmark telling me that I would be charged added fees for that, I had my own contractor come out and CONFIRM the only item needing replacement is the water heater and no other component….once more, you would think a self-proclaimed well ran organization like Landmark would have contracts in place for the customer in a situation such as this to cover the replacement they’re willing to cover and their client signing off on their awareness of what’s being fixed. Instead I’m left HAVING to go with the inept contractor forced on me with zero options to defer to another entity, when prompted to give me a number for a cash option to pursue my own contractor I’ve been left waiting and bounced around only to finally be given a ridiculous amount with the justification being Landmark gets it at a discounted rate. Thus far, this has been absolutely abysmal by Landmark and their selected contractor, I must emphasize once more how much I loathe leaving poor reviews but in this instance I don’t feel like there is an alternative. Rest assured I will not be renewing my coverage with Landmark nor will I have any urges in promoting them in the future for any home owners.
5 years ago
Reply from Landmark Home Warranty
Dear Sheriff,
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 water heater service request.
When replacing a water heater there are modifications that need to be done in order to ensure the new system works well in your home. These modifications are typically items that are not covered under the warranty. Because these are not covered under the warranty, they will be at the contractor’s prices.
We understand that our homeowners may seek other options rather than pay the out of pocket costs or use Landmark’s in-network contractor. An alternative option may be presented. The cash in lieu will be at Landmark’s cost for the covered repair/replacement.
I have received your direct e-mail and will be responding after I have been able to thoroughly reviewed your service request.
I look forward to assisting you.
Sincerely,
Tiffany Nguyen
Customer Relations Manager
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 water heater service request.
When replacing a water heater there are modifications that need to be done in order to ensure the new system works well in your home. These modifications are typically items that are not covered under the warranty. Because these are not covered under the warranty, they will be at the contractor’s prices.
We understand that our homeowners may seek other options rather than pay the out of pocket costs or use Landmark’s in-network contractor. An alternative option may be presented. The cash in lieu will be at Landmark’s cost for the covered repair/replacement.
I have received your direct e-mail and will be responding after I have been able to thoroughly reviewed your service request.
I look forward to assisting you.
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Apr. 26th, 2019
Joshua Schneider McKinney, TX
Don't waste your money
Air condition went out. Landmark assigned a company to fix it. The company no-showed their appointment. I called the day after and they told me they weren't going to do the service and they would let Landmark know. Landmark assigned it to someone else. That took another 2 days for the repair tech to come out. He came out and I needed a new outdoor fan motor. I called the tech the next day for status, and they said landmark had not given authorization and they were still waiting to hear back from Land mark. I called landmark... waited on hold over an hour to talk to someone who said she could "email" the authorizations department to see what could be done but that they wouldn't respond to Monday at which time the tech could order the part if approved and it might be repaired by the next Wednesday. Basically, No ac with it 90 degrees in my house for a week b/c of lack of response and mishandling my case.
5 years ago Edited September 14, 2021
Beatrice Pflugerville, TX
My microwave stopped working. I called for service repair, they charge $70 Everytime they send someone to diagnose the issue which I am ok with. When tech came in he found out that my microwave is not repairable. My microwave cost over $400+ repair is about $800. Landmark is said they can only pay $244
Remember this built-in microwave.
When I talked with their customer service thet started under section 9 on contact
9. LHW reserves the right to provide cash in lieu of repair or replacement when an item is not repairable and a replacement item is no longer available. The cash in lieu amount is the dollar amount LHW would pay (which can be less than retail cost) for parts and labor of said covered items, less the incurred cost of the contractor's diagnosis. Once cash in lieu is provided, LHW is no longer responsible for repair or replacement of the system or appliance for the duration of the Contract.
I am super upset because they are refusing to repair my microwave.and choosing to give me for very cheap microwave for$244 way less of what my microwave worth. Only what I need is to repair or replace it and they are not giving me any option. Technicially they told me to take the money or leave it, that they can't afford to repair or replace my microwave
This happened 03/07/19 today is 04/01/2019 .
Still fighting ????.
5 years ago
Reply from Landmark Home Warranty
Dear Beatrice,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience with your microwave.
As I have stated in my previous responses, the warranty reserves the right to provide you with a cash in lieu of replacement. The cash in lieu is based on a comparable unit at Landmark’s cost, which may be less than retail. We compare in capacity, efficiency, and features, but do not compare in brand, color, and dimensions. If you do not find the unit comparable to your current microwave, please inform me of your concerns and I will be able to review the cash in lieu.
If you wish to move forward with repairs, you can use the cash in lieu to assist you with the costs of repairs. After the acceptance of the cash in lieu, you are welcome to continue work with our contractor or utilize a contractor of your choice.
At this time, we are pending your final decision. We will need the name and address you would like the check sent to.
We look forward to hearing from you soon.
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience with your microwave.
As I have stated in my previous responses, the warranty reserves the right to provide you with a cash in lieu of replacement. The cash in lieu is based on a comparable unit at Landmark’s cost, which may be less than retail. We compare in capacity, efficiency, and features, but do not compare in brand, color, and dimensions. If you do not find the unit comparable to your current microwave, please inform me of your concerns and I will be able to review the cash in lieu.
If you wish to move forward with repairs, you can use the cash in lieu to assist you with the costs of repairs. After the acceptance of the cash in lieu, you are welcome to continue work with our contractor or utilize a contractor of your choice.
At this time, we are pending your final decision. We will need the name and address you would like the check sent to.
We look forward to hearing from you soon.
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Apr. 3rd, 2019
Nancy Dippolito Tubac, AZ
Landmark Home Warranty service has been great. I have made 2 claims with them and the response in terms of time and quality of of service has been wonderful.
5 years ago
Reply from Landmark Home Warranty
Dear Nancy,
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home and hope to continue providing you with remarkable service. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home and hope to continue providing you with remarkable service. Please do not hesitate to reach out to us for any of your home warranty needs!
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Mar. 26th, 2019
Jim Tooker Chandler, AZ
Stay away from this company like the plaque. They are a total scam. They will find ANY reason to not pay you.
I have had a Landmark Warranty for four years and have spent over $2200 for the warranty premiums in that time. During the four years I've had 3-4 claims and gotten 0 value from them. I've been extremely disappointed with their service on every one.
Some examples: I had pool coverage. I had a leaking filter that was clearly covered. They wouldn't cover it though because removing the sand is not covered. How would you make any leak repair then? If you have a pipe leak, they'll fix the leak but not repair ANY damage it did, and they don't cover the drywall and paint repair to access. The pipe repair ($50), the other costs to complete the repair $600. I paid extra for roof coverage. Guess what, you're limited to $1000 for any repair, and if the leak is over the garage, not covered. If the repair mentions flashing, not covered. Guess where 90% of the leaks are on roofs? They know this!! So you pay $100+ a year for a roof warranty that is limited to $1000 for the most unlikely spots to repair. Guess who wins? The sales people don't tell you this!
I'm done with them. The thing is if you try to cancel your warranty in mid-term (which legally you're allowed to) they make that virtually impossible because you have to do it with a special person that won't return your calls. This is pure fraud. The other factor is that they only seem to hire the lowest rated contractors to do the work (probably because good contractors won't accept their cut rates). Therefore, the work you get done will probably be subpar.
The sales people claim the warranty covers everything but when you have a claim, there's always a technicality they claim to not cover it, not cover the expensive part, or make you pay a large portion of it. Trust me and learn from my mistake. Don't go with this company.
Let's see if I get the generic, "sorry you feel this way, please contact me directly" reply below from their customer service. Guess what, I've already tried to do that, and no one calls me back.
5 years ago
Reply from Landmark Home Warranty
Dear Jim,
Thank you for taking the time to share your experience. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it.
For your pool service request, the sand needed to be removed from your filter for the repair to be performed. This is considered an access issue. The warranty, unfortunately, does not cover to provide access to a covered repair.
As for the drywall, you were offered a cash out to bring your dry wall back up to a rough finish this includes the mud, tape, dry wall. Due to your experience, you were also refunded the service call fee.
A retention representative has been reaching out to you in regard to your cancellation request. She would like to go over options to assist you with your service request. Please respond to her e-mail or reach out to us at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Thank you for taking the time to share your experience. Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it.
For your pool service request, the sand needed to be removed from your filter for the repair to be performed. This is considered an access issue. The warranty, unfortunately, does not cover to provide access to a covered repair.
As for the drywall, you were offered a cash out to bring your dry wall back up to a rough finish this includes the mud, tape, dry wall. Due to your experience, you were also refunded the service call fee.
A retention representative has been reaching out to you in regard to your cancellation request. She would like to go over options to assist you with your service request. Please respond to her e-mail or reach out to us at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Mar. 13th, 2019
Katie Garden City, ID
UPDATE: My husband called the day after I did and asked to talk to a manager. He was told that I had talked to a manager the day before, didn't buy that and asked to talk to a real manager. He finally convinced that person to send the same repair guy back, but was told they wouldn't cover parts or a repair if it was a different issue. The repairman was luckily able to repair the igniter without a new part, who knows what Landmark would have done if he'd needed to order a part and come back. He told me that when Landmark called him (while I was on hold) he let them know that yes, he taken care of the original diagnosis and the oven started for him but that it was very possible there was an intermittent igniter problem at the same time that he didn't see. Cleary landmark ignored that and used only what helped them.
We purchased a year warranty when we bought our home. As luck would have it, our gas oven started working only intermittently about 10 days before our warranty expired. I called Landmark, the repair person was here 2 days later. Of course the oven started every time he tried when he came to check it out. But, based on what I told him our oven was doing as well as the age of the range he made a diagnosis and said he'd order the part, and that it would often work intermittently as it was going out. He left no repair order etc., but our discussion was on the fact that we could hear the gas but it wasn't igniting. I told my husband that he was going to replace the igniter, because I was pretty sure that's what we discussed. It took a week for the part to come in and due to my schedule as well as the the repairman's it took an additional week for him to come and replace the part. The repairman replaced the gas valve, which was different than what I expected but the oven started on his first try. Of course, the next time I went to use my oven it didn't start. Same exact thing happened, I could hear gas coming through but it wouldn't ignite. I took a video and sent it to the repairman to show him nothing had changed. He said that it looked like the igniter needed to be replaced to which I responded, "I thought that's what you replaced, this is what the oven has been doing all along, what to do I need to do to get it fixed?" He said I needed to go through Landmark. When I called Landmark, they refused to send the repairman back to fix it claiming it was a new issue. The customer service rep first said they had no diagnosis listed in the notes so they put me on hold and called the repairman, who of course said his original diagnosis was the gas valve and that's what he put in, not an igniter. Since he said that was his original diagnosis, Landmark refused to send him back to fix the oven and stated I had a new issue. Our warranty had expired in the meantime and I was told they wouldn't cover it under the original claim opened on the oven. Even when I explained that nothing had changed, the oven was doing the exact same thing it had been doing for weeks now and wasn't in any way fixed, they said they were going to take the repairman's "expertise" over my opinion on what was wrong with my stove at the time of the original diagnosis. He even went so far as to hint that I was being dishonest about it. I could say nothing to convince them that my stove didn't just suddenly break in a new way on the day the repairman "fixed" my oven. I tried talking through it and explaining it was not a new issue but the same issue that wasn't fixed. I felt like I was pounding my head against a brick wall until the customer service rep finally said there was nothing I could say to change it, he was going to let me go. I'm sure there are people that try to take advantage of home warranties, I'm not one of them. It was our only claim in the entire year and I tried to stick up for myself. I expected they have some integrity and give the service we paid for. In the end don't expect Landmark to put out any money to help you if they can find a way to avoid it.
5 years ago
Reply from Landmark Home Warranty
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 of 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 .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
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. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Feb. 11th, 2019
Brian Dixon Salt Lake City, UT
SAVE YOUR MONEY!!!
Our experience is they do not stand behind their work, do the absolute minimum to address your issues, and drag their feet as long as possible to ultimately not have to pay for repairs/replacements.
In addition to the original cost of the warranty, you have to pay an additional $60 every time you want someone to come out to even look at (diagnose) a potential issue. And then $60 each time you want them to come out EVEN TO ADDRESS THE SAME ISSUE THEY ALREADY CAME OUT TO FIX, the first, second, third, fourth, etc. time.
I would guess their technicians came out at least 10 times to try and fix our dishwasher. Same issue each time. And then response times got longer each time. We finally asked, "at what point do you just write it off and replace the entire unit?" All we got from there was the run-around.
For us, they ended up dragging their feet long enough (~6 months) that our warranty eventually expired. Then they said “sorry, your warranty has expired” and refused to return our calls or more importantly fix the original issue they sent their technicians out to address.
With the original cost and then $60 for each additional visit, IT would have been WAY CHEAPER to just skip the home warranty and just buy a new unit out-of-pocket.
Feel free to message me on any social media platform if you’d like to hear more of my specific experiences with this company.
-Brian Dixon
5 years ago
Reply from Landmark Home Warranty
Dear Brian,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your service requests.
If a service request was opened before your expiration date and is still opened after your warranty has expired, Landmark will continue working on your request until it has been completed.
For every service request needed, a service call fee is required to have the contractor out to diagnose your covered system. If you have multiple issues under the same trade at the same time, one service request with one service call fee can be opened.
At this time, you would need to open a new service request for your dishwasher and pay a new service call fee. In order to do this, you will need an active warranty as well. If you are interested in reinstating your warranty, I would be happy to assist you with that and opening a service request for your dishwasher.
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your service requests.
If a service request was opened before your expiration date and is still opened after your warranty has expired, Landmark will continue working on your request until it has been completed.
For every service request needed, a service call fee is required to have the contractor out to diagnose your covered system. If you have multiple issues under the same trade at the same time, one service request with one service call fee can be opened.
At this time, you would need to open a new service request for your dishwasher and pay a new service call fee. In order to do this, you will need an active warranty as well. If you are interested in reinstating your warranty, I would be happy to assist you with that and opening a service request for your dishwasher.
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Feb. 4th, 2019
Shondra Turner
The company has been good but their coverage of certain items is lacking. They do not cover specific things and do not offer alternatives. We are thinking of switching to American Home Shield.
5 years ago
Reply from Landmark Home Warranty
Dear Shondra,
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 and 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 Nguyen
Customer Relations Manager
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 and 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 Nguyen
Customer Relations Manager
May. 29th, 2018
PatinAZ Phoenix, AZ
Don't Waste Your Money - Landmark Home Warranty provides lowest tier repair services. In the middle of a Phoenix summer they were able to offer us repair of our heat pump in 7 days. It is now winter; the high today is 54 and the heat pump is out again. Luckily they can send their HVAC contractor out in a mere 4 days.
Landmark publishes Landmark's reply to me, but won't publicly publish my response. I am editing my original post to make public how Landmark treated us.
Tiffany,
This is a lovely reply and would have been impressive had anyone in your company ever responded to my email to customer relations. By way of followup our heat went out on December 29 and a work ticket was generated. The contractor assigned to us said he would be out on Wednesday, January 2 - 4 or 5 days (whichever way you want to count it) to diagnose - not repair, mind you - the word diagnose was always used. Said contractor contacted me at 7:15 on New Year's Eve to say he'd actually be at the house on Thursday, January 3, but he'd be sure that we got the appointment between 8 and noon. By noon on the 3rd he hadn't shown up - I called Landmark - twice - and each time they said he was en route. He wasn't; he finally showed up about 2:45 and said we needed a defrost board, but because our unit was old it might take a very long time to get it. My husband asked him about expediting it and, at that time, was told that wasn't possible. To refrain from giving a blow by blow description of this incredibly disheartening experience dealing with dishonest people our heat was finally restored at 9 p.m. on Thursday, January 10 - 13 days from time it was reported. If that seems like a great company or great service to you then choose Landmark Warranty. Otherwise save your "warranty" money and hire a competent contractor who will have your problem repaired in 2-3 days at worst.
5 years ago
Reply from Landmark Home Warranty
Dear PatinAZ,
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 heater. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
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 heater. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Jan. 2nd, 2019
Mike Bennett
They handled our situation quickly and efficiently. The company they sent out was very knowledgeable and was able to fix our furnace quickly, once he was at ti get the part
5 years ago
Reply from Landmark Home Warranty
Dear Mike,
We are pleased to hear that we have been able to service you in a timely manner! We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
Tiffany Nguyen
Customer Relations Manager
We are pleased to hear that we have been able to service you in a timely manner! We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Dec. 27th, 2018
Mat Austin, TX
Our furnace went out, and they had a person out to fix it in less than 24 hours. The price was exactly what they said with no additional fees. We recommend them!
5 years ago
Reply from Landmark Home Warranty
Dear Mat,
We are pleased to hear that we have been able to service you in a timely manner for your furnace! We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
Tiffany Nguyen
Customer Relations Manager
We are pleased to hear that we have been able to service you in a timely manner for your furnace! We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future!
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Dec. 17th, 2018
Dustin H. Salt Lake City, UT
I couldn't be more disappointed with Landmark and its contractor, Husky Maintenance. We requested the furnace tune up that was covered by our warranty. Landmark sent Husky to do the tune up. After the service tech finished the "tune up" and left, our furnace stopped working. Husky sent out two other techs to fix it. They couldn't fix it and told us that the furnace now needed to be replaced. They also said they would have to tear out part of our kitchen to replace the furnace. So now we went from a working unit to a dead unit and the prospect of tearing out part of our kitchen.
Since the furnace was working up until Husky did the "tune up" and died that same day, I have to believe that the Husky tech broke the unit. We called our own HVAC contractor out and he couldn't believe what Husky had done and what they were claiming needed to be done (ie, tearing our part of the kitchen) to replace the unit.
When we told Landmark that we didn't want Husky replacing the unit, Landmark only offered one other contractor. The other contractor's online review were consistently one or two stars. Since we didn't want them either, Landmark offered to pay us $1000 and let us pay our own contractor. Needless to say, we're going to have to spend at least four times that amount to have a new furnace put in. Oh, and remember, it was Landmark's contractor that broke the furnace in the first place.
5 years ago
