Landmark Home Warranty Reviews
7.2
Overall Score
Verified Customer
Review Source
Leigh Whiting Houston, TX
When dealing with most home appliances they are great. But when my a/c unit needed to be replaced the company they recommended installed it incorrectly & I started having issues after a year. Then after the initial repair didn't work I was left in limbo. I'm in Houston, TX my a/c has to work. I then had to find my own repair service - who told me why my BRAND NEW a/c unit was installed incorrectly. Not only was it incorrectly, the poor installation messed up the wiring and I almost had to have a electrician re-wire the unit. Fortunately, the company I found knew what they were doing and was able to patch the installation without re-wiring. But if left to Landmark I would still be living in a house with no a/c or living out of a hotel.
3 years ago
Reply from Landmark Home Warranty
Dear Ms. Whiting, 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 regret the frustration. Please know we appreciate the opportunity to provide our personal assistance regarding the feedback you provided and look forward to speaking with you again. We sincerely hope to restore your faith in the wonderful services Landmark has to offer and thank you again for your consideration. Landmark Home Warranty
Sep. 27th, 2022
Verified Customer
Review Source
Kathleen Cullison
When I called to have the HVAC service you recommended, I was given Key Elements Inc to do the job, I paid the $60 service fee. When I looked up the company they had 9 reviews, 8 were 1 star stating how horrible this company & Damien the owner was. I called back & spoke to Shila who informed me there was nothing she could do to give me a better company she said all the jobs are computer generated.. I had her cancel the service call but she said I would need to call back the next day to get the refund of $60. When I called the next day I spoke with Rodger (not the call center in another country) he said he would be happy to give me another company. Why is it so difficult to get things done right when dealing with these call centers??? This has happened to me several times before
4 years ago
Reply from Landmark Home Warranty
Dear Ms. Cullison, Thank you for taking the time to write a review and provide important feedback regarding your recent service experience with Landmark Home Warranty. Your testimony plays a vital role in our quality assurance and provides great insight on how we can improve to better serve our valued homeowners. In addition, our customer care advocates always strive to deliver accurate information and set proper expectations, and we apologize for your frustration regarding the misinformation given. We are happy to confirm that the service request for the heating system tune-up that was reassigned to a different company was completed on December 3. Thank you again for allowing Landmark the opportunity to serve you. We truly value your business and hope to restore your trust in Landmark and the great service we offer. Landmark Home Warranty
Dec. 15th, 2020
Verified Customer
Review Source
Stephen
Once I reach someone they are fabulous. I called in late August because the dishwasher doesn't work. Here we are in mid September and I am no closer to having this resolved. I have been on hold for 60-90 minutes waiting for a customer service rep three times. An incompetent person to look at my dishwasher who decided it was a plumbing issue. Then I had to pay a second fee for a plumber, who didn,t respond for exactly 7 days. Then a 2nd plumber, who was great did come out. But he found it wasn't a plumbing problem with the dishwasher, the motor wasn't pumping water. So now, even though that plumber told you over the phone that you would reach out to me. NO ONE has gotten back to me as promised by the 2nd plumber. Now, I have to call again because the first appliance company you sent to me was incompetent. Also, I had to pay two fees, because the appliance company got it wrong. And here we are at mid September and still don't have a dishwasher that works. I guess I will need to be on hold for another 60-90 minutes to get nowhere. Please, will someone help?
5 years ago Edited January 10, 2024
Verified Customer
Review Source
Andrea Dragovich
Christian f does an amazing job and is very thorough however I am extremely disappointed and unhappy with the rest of the staff, Solutions, lack of follow up and explanation. I was with out hot water or running plumbing and everyone who said they were going to follow up has not. I'm furious about the service I did receive and will not be proceeding with landmark next annual coverage period I will be leaving and going to American instead. This experience has been extremely off-putting and did not make anything remarkable I've sent emails and called over 10 times and nothing. Shame on you and your service team!!!
6 years ago Edited January 10, 2024
Reply from Landmark Home Warranty
Dear Andrea,
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
Jun. 13th, 2019
Verified Customer
Review Source
Tim Zigler Universal City, TX
I called for a broken Garage door spring, at the time I called I did not realize, that the door had 2 springs, we only moved in May 19 2018. Turns out at the present time for San Antonio, TX that Landmark Home Warranty only has 1 warranty approved garage door repair company which greatly limits your selection. THe repair company came today. The Technician informed me that due to the dangers of breakage, they are unable to re tension old garage door springs. I could either pay an additional $150.00 for a 2nd spring, or not have the other spring replaced. in other words not be able to open the garage door at all. I called Landmark Home warranty and expressed my dissatisfaction, the representative said I understand but Im sorry. In my opinion LandMark Home Warranty failed us.
7 years ago
Reply from Landmark Home Warranty
Dear Tim,
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 garage door. 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 garage door. 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. 5th, 2018
Verified Customer
Review Source
Matthew and SallyHenry
Gas water heater went out. It was covered, but enough other things were not covered so that I spent $750 in adding a PRV and other items so the water heater could be replaced. I could have taken a small cash out option and installed the water heater through a different plumber, but then the cost was a wash, and I didn't have the PRV improvement. I am more dissatisfied with the plumbing company than Landmark but the arrangement the two have is not one that benefits the consumer. It protects their interests. I was not happy with the plumber but Landmark would not let me choose from another company, even if I paid another $60 and started a new claim. Not much choice and the process of ordering a hot water heater and installation took too long--eight days without hot water? Not fun! Landmark is quick to follow up. That part they have down.
7 years ago
Reply from Landmark Home Warranty
Hello Matthew and Sally,
I am sorry to hear of your recent experience with your water heater. I was able to review your ticket and see that you were in need or a pressure regulator valve. Typically, the PRV is a covered part, however, in your circumstance, there was not a PRV. The warranty only covers for the items that have already been installed in your home before the effective date of the warranty coverage.
Your feedback is taken very seriously, and we appreciate the time you have taken to leave it. The proper departments will be notified of your concerns to implement the necessary steps to better our services for our homeowners.
Please do not hesitate to reach out to us for any questions, comments, or concerns you may have.
Respectfully,
Tiffany Nguyen
Customer Relations Manager
I am sorry to hear of your recent experience with your water heater. I was able to review your ticket and see that you were in need or a pressure regulator valve. Typically, the PRV is a covered part, however, in your circumstance, there was not a PRV. The warranty only covers for the items that have already been installed in your home before the effective date of the warranty coverage.
Your feedback is taken very seriously, and we appreciate the time you have taken to leave it. The proper departments will be notified of your concerns to implement the necessary steps to better our services for our homeowners.
Please do not hesitate to reach out to us for any questions, comments, or concerns you may have.
Respectfully,
Tiffany Nguyen
Customer Relations Manager
Mar. 27th, 2018
Verified Customer
Review Source
3 Scottsdale, AZ
A call was made because a dryer stopped heating. Repairman came out and within 15 minutes or so said the issue was a clogged vent which they didn't cover. Called Sears out and they came out, looked everything over and agreed that the dryer vent needed to be cleaned out but also found a crack in one of the tubings and some other issues. It was quite obvious that the repairman Landmark sent out either didn't know or didn't care. Sears said if the guy had taken time to look at things he would have easily seen the issues. Unfortunately I had to pay Landmark but also Sears who actually got the work done. I complained to Landmark but no response. Guess they don't care once they get your money.
7 years ago
Reply from Landmark Home Warranty
Eileen,
I apologize for the experience you have had. I would like to look into your service request and concerns in more detail to address them more appropriately. I would also like to review your invoice from Sears.
Please reach out to me directly and provide a copy of Sear's diagnosis at .
I look forward to assisting you.
Respectfully,
Tiffany Nguyen | Customer Relations Manager
I apologize for the experience you have had. I would like to look into your service request and concerns in more detail to address them more appropriately. I would also like to review your invoice from Sears.
Please reach out to me directly and provide a copy of Sear's diagnosis at .
I look forward to assisting you.
Respectfully,
Tiffany Nguyen | Customer Relations Manager
Feb. 14th, 2018
Verified Customer
Review Source
Brenda Caetano Ogden, UT
When we first moved in we had a problem with our furnace. It wasn't working and it was freezing outside, so we tried to get them to fix it. They couldn't get anybody out here for 4 or 5 days and their service providers were of no help, we spent a long time in the cold because of that. Still, after that incident, everything has been ok. I mean, we still don't like that there are certain things that are not covered. We had to replace our air conditioning and that wasn't covered, even though that should've bee on the previous home owners. Don't get me wrong, we've had a couple of things go bad, but every other thing has been good. They've been right there and had things fixed, it's just that those bad things muddied it up for us a little.
8 years ago
Verified Customer
Review Source
Dave Merrill West Jordan, UT
Nowhere in the information I was given was I told that I needed to use the people that they had pre-qualified to make fixes. Because of that, I went out and got someone to get things done right away instead of waiting for them to send someone to me in a week. That got me into trouble the first time I tried using their warranty. My sewer was backed up when we moved into our house. I needed to have that fixed that day, so I had someone come in an put a scope down the sewer line to flush it out. Since the vendor that I chose was not pre-qualified, they walked away from this and I got stuck with the bill. Other than that, I have appreciated when they send people out. What I haven't appreciated much has been that I get a $60 bill every time someone comes out, and if I don't pay they walk away from the warranty.
8 years ago
Verified Customer
Review Source
Anonymous Houston, TX
Sometimes their service is great but sometimes it's not good. On an occasion our washer's door fell down, so I called the Landmark agent. He appointed someone and told me that it would most likely be covered but that it wasn't certain. They recommended I contact the contractor so that they can look at it, so I tried but never go a call back from them. I ended up paying for the repair myself. It did work out in the end, but I would've been happier if I didn't have to worry about it. They should have a better way to decide whether or not something is covered, that should be a no brainer. We had a different experience where our garage door needed to be fixed and they did it within 5 minutes. So, as I said, sometimes it helps me with headaches and sometimes it doesn't.
8 years ago
Verified Customer
Review Source
David Van Leeuwen Tooele, UT'
My realtor made the previous homeowners get the service for me before I moved in. They have been very good at answering my questions over the phone. When it comes to getting a claim filed and settled, it takes them a really long time to figure out what's going on though. Especially when it comes to whether or not they'll pay you anything. On an occasion the dishwasher started to leak, there were giant bubbles on the kitchen floor and everything. Landmark took a while to tell me that a part of the dishwasher needed fixing but that it was not covered so I had to do it on my own. Some things are covered and some are not, but it's not worth the amount I pay. That especially if I have to go and replace an appliance on my own while I wait to see if they're going to give me anything to help me with it.
8 years ago
Verified Customer
Review Source
Robert Guy Sun City, AZ
My very first claim with them was a very bad experience. My new water heater just stopped working. I tried to get in touch with them and they wouldn't accept my claim. I actually had to go and work with the home inspector and send them a lot of emails and calls until they finally decided to replace the water heater for me. I was without hot water for more than a week. After that incident, most things have been fine. They have a very decent coverage, but there are some things that are outside of the warranty. There are things that I have to work really hard for in order to get them covered by Landmark. They have done well and are usually very quick in their service, but I have to fight them for things like tune ups and warranty fees and such. I do have to give them props on doing things quickly. In terms of service charges, I've had to pay extra for modifications for my water heater and so forth. Little by little they are getting my trust back. After what happened the very first time it has been kinda hard to trust them. They have taken extra steps to make sure that my service fee is not paid in vain because a service guy can't make a repair or something.
8 years ago
Verified Customer
Review Source
Raman Chander Spring, TX'
The previous owner purchased the insurance warranty for the house, so we picked it up when we bought the property. I had to use the warranty when my air conditioning broke. I put in the request and they got the air conditioning back up and working. They are pretty responsive when it comes to the initial submission of requests. If they are able to resolve things they are good, but otherwise they are fairly horrible. They just leave everything to the homeowner to fix the problems. They always rely heavily on the trade man that comes to check the issue and we never know how accurate they are at troubleshooting the problem.
8 years ago
Verified Customer
Review Source
Keyurkumar B Patel Fort Worth, TX
They were okay, I mean, I called them and they responded with an automated system at first. I was really tired, but my wife convinced me of giving it another try, so I did and someone picked up. That delay is a really bad sign for emergencies and such. For instance, one of my appliances was leaking and the water was spreading over the bathroom, so I tried to contact them. I couldn't reach an actual person for like 40 minutes. The person that answered at the end was able to understand my problem and they sent out a good enough men the next day. They had to do that because it was already 9pm when I called them. The problem was fixed by 6 o'clock on the next day. Other than the part where they charge you for the deductible upfront, they are ok.
8 years ago
Verified Customer
Review Source
Regan Kelly And Ryeley Butler Spanish Fork, UT
Overall they've been pretty great. Tho I did have one issue where we made a request for them to call my phone, but they ignored that request several times and contacted some contractor. It was really confusing. They did follow up about 4 or 5 times to make sure the issue was resolved and everything was taken care of. On a different occasion we had to repair our AC right after we moved in. They kept sending people out who couldn't or wouldn't do the repair. After 3 weeks we finally got the correct company, and they were very efficient and knew exactly what was going on with the unit. That was on a Friday, so they returned the next Monday to see what had been approved and they went ahead and fixed it real quick. Other than that, they were on the ball.
8 years ago
Verified Customer
Review Source
Bruce Aug Austin, TX
There's usually long wait times when you call, and that is not fun. I would prefer to call in so I could explain the situation to a person instead of using the website. I had an issue with the shower going with the faucets, so I called and scheduled a person to come. The person they assigned to me was probably seventy miles away from our house, but we're in Austin. It's not like we are in a remote place, so I thought it was kind of ridiculous. I asked them to send someone who was closer but they said no. I had another issue with my air-conditioning, and since it's Texas it's really hot. They couldn't send someone that would be there within 4 days, so I told them that wasn't acceptable. They changed it to someone else that was more likely to get down on the same day. It's just frustrating that they don't have a lot of options when you have an issue.
8 years ago
Verified Customer
Review Source
Sherrie Spradlin Cedar Park, TX
I've had this warranty for a short time but I used it for my hot water heater. It wasn't working, so they got someone out to the house very quickly. They were there for just 10 minutes and I thought that was fixed. It worked for a short time, but then the water heater quit working again. The original problem, the pilot light, was not fixed and wasn't working correctly. As for Landmark's customer support, they have answered my calls, but sometimes they just don't follow up. For an issue I had, I had to call them several times because the contractor never sent Landmark the diagnosis. Or at least, that's what I think happened.
8 years ago
Verified Customer
Review Source
Katherine Scruggs Salt Lake City, UT
Out of the 2 times we have used Landmark, only one time has been helpful. While Landmark says they are quick to help, when there is a problem with their service providers, they are extremely slow with answers and help. We had a major problem with their sub contractors. The subcontractor diagnosed our home with a problem that was far from true. We paid out of pocket for another plumber to come to our home and the issue was fixed in 15 minutes. we feel like the warrenty failed in providing the basic care it promised due to a bad subcontractor and the companies unwillingness to believe our doubts in the subcontractor.
8 years ago
Verified Customer
Review Source
A.K. Dallas, TX
I chose them because they seemed to have the lowest service fee, and some of the most comprehensive service. Their representatives were great, in terms of getting things scheduled, not so much for follow ups. They sent unexperienced contractors to fix my heater, who simply collected their fee and left. They didn't know how to fix the problem. I ended up paying my own HVAC person to fix the problem, without Landmark. They also sent somebody over to fix my garage door, and it was a temporary fix. The contractor recommended a new motor, so I followed up with Landmark, and to this day, I haven't heard back from them.
8 years ago
Verified Customer
Review Source
KB & JB Boise, ID
My realtor added it to our deal, like our closings. The last two times we've used it have been great. The last situation was an air-conditioning unit and it was pleasurable experience, but prior to that, over the winter when we had a broken furnace, it took to over 2 weeks for the furnace to get replaced, and it was been in the middle of a very, very, very, very cold winter, and it was a horrible experience. Just awful. They said that it was covered by manufacturer warranty, and then it wasn't, and so that took them weeks to figure out, but it wasn't, and I proved it to them on day 1, but you know they still had to do their due diligence. It was a long drawn out process, and in the end we did get a new furnace, but only after a $500 electrical bill using other people's base heaters.
8 years ago
Verified Customer
Review Source
James & Hyeweon Ross San Antonio, TX
One of our friends had a good experience and recommended it. It's been okay. Sometimes the companies that you're assigned are little slow to fetch service technicians or bring the parts in, which we are having trouble with sometimes. Landmark Home Warranty itself has been pretty prompt in receiving and trying to settle the service requests, though. We needed to have the faucet fixed, and then it wasn't completely fixed, so we had to get the re-service, so sometimes we feel like maybe the technicians are not at a top skill level. We have oven parts that need to be fixed, and they brought in the wrong part and it's almost been a week now, and I'm still waiting for him today, so it's kind of a struggle. They respond to me quickly, and they're nice, wonderful, trying to listen to the problems, or trying to help out. I appreciate that, but we'd like to have more quality service from the service company.
8 years ago
Verified Customer
Review Source
Ashley Hasna Layton, UT
They take a really long time to actually get to the problem. Every time you call them, you have to verify the information, and they have to read it back to you, even if you did that 10 times already. With that being said, they happened to be very fabulous. I've never had an issue with them following up on contractors for me. My water heater actually broke before Memorial Day, and they struggled to get somebody to come over. The guy finally came over on Memorial Day, but he never submitted the ticket. Landmark was really patient with me, because I called them every day; there was water in the basement, and they kept calling the contractor. Landmark has been exceptionally helpful.
8 years ago
Verified Customer
Review Source
tom kadotani Scottsdale, AZ
I have had several contractors assigned that were not in my geographical area and did not accept the assignment. On two occasions I had to locate a contractor myself. In lieu of assigning contractors out of the customers area, Landmark should notify the customer right away to get their own contractor. This would avoid unnecessary delays in getting repairs done.
3 years ago
Reply from Landmark Home Warranty
Dear Mr. Kadotani, Thank you for taking the time to write a review and sharing important feedback. Customer satisfaction and servicing our valued homeowners as quickly as possible is our top priority, and we truly regret any frustration. Your testimony plays a vital role in our quality assurance and provides great insight on how we can improve to better serve our valued members. Thank you again for allowing Landmark the opportunity to serve you. We truly value your business and look forward to serving you in the future. Landmark Home Warranty
Nov. 22nd, 2022
Verified Customer
Review Source
Homer C Ingram Weatherford, TX
This year I had some problems with Landmark. I called to have a pre-season heating system check-up. They told me that they did not have a company lined up to do that service at the time. I questioned that and they said they would call back the next day. I received no call back, but I did receive an email that stated they had a service and they would call me. The service did call and they did do a fine job on the check-up and replaced a condenser.
4 years ago
Reply from Landmark Home Warranty
Dear Mr. Ingram, Thank you for allowing Landmark the opportunity to review your situation firsthand. Our Our top priority is customer satisfaction, and to service you as quickly as possible, and we regret the frustration. Please know repairs and system breakdowns take precedence over preseason tune-ups, which may result in a delay in appointment scheduling and completion. Thank you again for your consideration and allowing Landmark the opportunity to serve you. Landmark Home Warranty
Nov. 19th, 2021
Verified Customer
Review Source
June I Wells Henderson, NV
Plumber came to repair a toilet that wasn't flushing. He replaced the internal parts in the toilet tank, and ran a 'snake' and checked for blockage. The toilet does not flush solid waste, so I have to use a plunger. The plumber said it was probably the 20+ year old toilet. I let Landmark know that the toilet was not functional, and have not heard back from them.
4 years ago
Reply from Landmark Home Warranty
Dear Ms. Wells, Thank you for taking the time to write a review regarding your customer service experience with Landmark Home Warranty. Your satisfaction with all your home warranty and home services needs is our top priority, and we sincerely regret the frustration. We have left you a voice message to address your concerns and offer our personal assistance and look forward to hearing from you soon. We are also available 24/7, 365 days a year to help our valued homeowners in the moment. Thank you again for your consideration and allowing Landmark the opportunity to serve you. Landmark Home Warranty
Sep. 16th, 2021
Verified Customer
Review Source
Heidi Minson
We don't appreciate their rates (billed monthly) going up so much each year when we don't use their services much. The second year of our warranty, I was told the customer service person shouldn't have given us the low rate we had when we first renewed after we bought our house 3 years ago and said she couldn't give us a better rate than she was going to charge us. Also, the $60 fee charged for each visit is more than many service providers charge to walk in the door.
5 years ago
Reply from Landmark Home Warranty
Dear Heidi,
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 with your property address.
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 with your property address.
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Dec. 18th, 2019
Verified Customer
Review Source
Debbie
I've had varying results with Landmark. Most of the time they are quick and easy. My last transaction with them was SUPER easy and I liked it. But last year when my AC died, my husky and I sat in over 100 degree temperatures for 6 weeks longer than we had to because someone was afraid to tell us that the work was only half covered by our coverage.....so, hit and miss
6 years ago
Reply from Landmark Home Warranty
Dear Debbie,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear that you feel this way. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at .
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. Please reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Jun. 13th, 2019
Verified Customer
Review Source
Bryan
Too many hoops to go thru for coverage. We had a water heater go out and we called landmark to have it replaced. If it had not been for me doing research on the company they were sending out, the company would have taken photos and sent them the landmark for pre-authorization and then we would have had to wait till the parts were bought by landmark before the company came back and replaced the unit. Not only that, I'm also responsible for parts that they put on other than the $100 service call. Not worth it in my book.
6 years ago
Reply from Landmark Home Warranty
Dear Bryan,
Thank you for taking the time to share your feedback. I am sorry to hear that you feel this way. I would like the opportunity to review your concerns in more detail. Please reach out to me directly at with your property address.
I look forward to hearing from you.
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Thank you for taking the time to share your feedback. I am sorry to hear that you feel this way. I would like the opportunity to review your concerns in more detail. Please reach out to me directly at with your property address.
I look forward to hearing from you.
Sincerely,
Tiffany Nguyen
Customer Relations Manager
May. 14th, 2019
Verified Customer
Review Source
Ira gray
Got charged for a service call the serviceman came out checked it the first time and tightened two items in build me $65 for the service call came out the second time with a new charge service call and told me this Hawthorne strainer was not part of the warranty for the house so what good is the warranty at this point that's why I I rated you a 3-star and maybe for information to someone else
6 years ago
Reply from Landmark Home Warranty
Dear Ira,
Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear that you feel this way. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at .
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. Please reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Jan. 24th, 2019
Verified Customer
Review Source
Judie Sutphin
They just keep bandaiding problems instead of replacing them. ie my air conditioner. It is 30+ years old and needs parts replaced yearly which they pay for. Also obviously has a Freon leak as they always have to add 3 pounds yearly. Freon costs $100 a pound and Landmark only pays $20 a pound for 2 pounds. They don't fix the leak or replace the unit which obviously needs to be done.
7 years ago
Reply from Landmark Home Warranty
Dear Judie,
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. Typically, if your unit can be repaired, repairs will be done. If the contractor's diagnosis states the unit will need to be replaced, depending on the cause of failure, the warranty will assist you in replacing your unit.
If you have any further questions, I would be happy to answer them. You can reach 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. Typically, if your unit can be repaired, repairs will be done. If the contractor's diagnosis states the unit will need to be replaced, depending on the cause of failure, the warranty will assist you in replacing your unit.
If you have any further questions, I would be happy to answer them. You can reach me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Sep. 12th, 2018
Verified Customer
Review Source
Renee Benoit
The locksmith that I was required to use for a $60 fee did not deliver the four (4) sets of keys requested. I have made over a dozen phone calls with no response. I am very disappointed when I was informed that the re-keying service was "free". Paying for re-keying out of pocket is $90. The amount of time I have spent trying to get the keys promised is more than $30 of my time. I am disappointed.
7 years ago
Reply from Landmark Home Warranty
Dear Renee,
I am sorry to hear of your experience with your re-key service request. 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.
We offer a service to assist you in re-keying your home. With every service request, there is a service call fee due, however, we do cover to re-key up to 6 locks and provide 4 copies of the keys. It is recommended that you reach out to the contractor to assist you with your copies.
If you have any further questions or concerns, you can reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
I am sorry to hear of your experience with your re-key service request. 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.
We offer a service to assist you in re-keying your home. With every service request, there is a service call fee due, however, we do cover to re-key up to 6 locks and provide 4 copies of the keys. It is recommended that you reach out to the contractor to assist you with your copies.
If you have any further questions or concerns, you can reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Aug. 28th, 2018
Verified Customer
Review Source
JUNE C
They pay out carefully and fiscally responsibly, but tend to have some fine print exceptions that can come as a surprise. But my only real complaint is their customer service phone system. Wait time averages 45 minutes, and last time I called to update a contact phone number I waited 2 hr 22 minutes! That's ridiculous, and has been like that for years.
PS No matter what they say, there is no way to update either contact phone numbers nor payment method online. You have to call in. sigh.
7 years ago Edited January 10, 2024
Reply from Landmark Home Warranty
Dear June,
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,
Tiffany Nguyen
Customer Relations Manager
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,
Tiffany Nguyen
Customer Relations Manager
Aug. 15th, 2018
Verified Customer
Review Source
Cassey
We had our air conditioner fixed as it was not flowing cold air. The policy said we should have only paid our $60. When they came out to fix it they would not cover the presser test to check the lines and they would not cover another part. They said if we did not pay for these then it would void our warranty for next time. The guy from LandMark was rude on the phone the technician was nice and did the job as expected.
7 years ago
Reply from Landmark Home Warranty
Dear Cassey,
Thank you for taking the time to share your experience. I am sorry to hear our representative did not provide remarkable service.
As we would like to cover all that we can, the warranty does have excluded items that are not covered. Typically, it will become an out of pocket expense to you as the homeowner to pay. The warranty will cover the covered item. If the out of pocket expenses are not accepted by you, there are other options we can review to ensure you are getting the help you need.
I would like to go over the details of your concerns and would be happy to answer any coverage questions you may have. Please do not hesitate to reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
Thank you for taking the time to share your experience. I am sorry to hear our representative did not provide remarkable service.
As we would like to cover all that we can, the warranty does have excluded items that are not covered. Typically, it will become an out of pocket expense to you as the homeowner to pay. The warranty will cover the covered item. If the out of pocket expenses are not accepted by you, there are other options we can review to ensure you are getting the help you need.
I would like to go over the details of your concerns and would be happy to answer any coverage questions you may have. Please do not hesitate to reach out to me directly at .
Sincerely,
Tiffany Nguyen
Customer Relations Manager
May. 22nd, 2018
Verified Customer
Review Source
Robert and CarolynBevier
Had issues with our A/C at our manufactured home in Yuma. It's taken quite awhile to get the issue taken care of it's 28 years old and has a life expectancy of 16. Keeps breaking down. The explanation wasn't made completely clear on the repair from Landmark. Right now we are just getting a gas shut off replaced. At least we'll have A/C in the Summer heat Maybe??
7 years ago
Reply from Landmark Home Warranty
Hello Robert and Carolyn,
Thank you for taking the time to rate and review us. Your feedback is greatly appreciated. I am sorry to hear of the experience you are currently having with your A/C unit. I'm glad to hear your gas valve is getting replaced. The warranty does guarantee our contractors work for 30 days. If the repair does not hold, we can recall the claim and have the contractor go back out to your home to check their work and no extra cost to you. If an unrelated issue arises, a new service request may need to be opened.
If you have any further questions, comments, or concerns, please do not hesitate to reach out to me directly at .
Respectfully,
Tiffany Nguyen
Customer Relations Manager
Thank you for taking the time to rate and review us. Your feedback is greatly appreciated. I am sorry to hear of the experience you are currently having with your A/C unit. I'm glad to hear your gas valve is getting replaced. The warranty does guarantee our contractors work for 30 days. If the repair does not hold, we can recall the claim and have the contractor go back out to your home to check their work and no extra cost to you. If an unrelated issue arises, a new service request may need to be opened.
If you have any further questions, comments, or concerns, please do not hesitate to reach out to me directly at .
Respectfully,
Tiffany Nguyen
Customer Relations Manager
Mar. 9th, 2018
Verified Customer
Review Source
ElaineSweidel
I had a serious plumbing issue with one of Landmark’s companies—SWAT Plumbing. After 4 visits it was obvious the plumber was just trying to make money off me. It took an escalation through management to get approval to go with another company. The issue was fixed and the service was polite & professional. But i hope Landmark cuts ties with SWAT Plumbing .
7 years ago
Reply from Landmark Home Warranty
Hello Elaine,
Thank you for taking the time to rate and review us. We appreciate your feedback and take it very seriously. Your feedback has been forwarded to the correct department to implement the necessary training. I am sorry to hear of your experience with our contractor, but I am pleased to hear we were able to provide professional service for you.
Please let me know if you have any further questions, comments, or concerns. You can reach me directly at .
Respectfully,
Tiffany Nguyen
Customer Relations Manager
Thank you for taking the time to rate and review us. We appreciate your feedback and take it very seriously. Your feedback has been forwarded to the correct department to implement the necessary training. I am sorry to hear of your experience with our contractor, but I am pleased to hear we were able to provide professional service for you.
Please let me know if you have any further questions, comments, or concerns. You can reach me directly at .
Respectfully,
Tiffany Nguyen
Customer Relations Manager
Mar. 8th, 2018
Verified Customer
Review Source
DanaBarber-Smith
Usually, the company has been OK. For this issue, they left me with a leaky bathroom sink for a week now. I've emailed twice, and was told when I finally called...you should call for responses. The first person they assigned the job declined immediately (they don't actually have a business anymore) and it took 4 more days for the job to be reassigned. I hope this delay doesn't leave us with water damage.
7 years ago
Reply from Landmark Home Warranty
Hello Dana,
Thank you for taking the time to rate and review us. I am sorry to hear of your experience. It is not intended for the request to be delayed that long. I would like to ensure you are getting the service you need in a timely manner. Please reach out to me directly at .
If you do notice any water damage, we do have a restoration company we can refer to you as well.
I look forward to hearing from you.
Respectfully,
Tiffany Nguyen
Customer Relations Manager
Thank you for taking the time to rate and review us. I am sorry to hear of your experience. It is not intended for the request to be delayed that long. I would like to ensure you are getting the service you need in a timely manner. Please reach out to me directly at .
If you do notice any water damage, we do have a restoration company we can refer to you as well.
I look forward to hearing from you.
Respectfully,
Tiffany Nguyen
Customer Relations Manager
Mar. 8th, 2018
Verified Customer
Review Source
Sean and MaggyBritton
Overly segmented to the point of fragmentation. A single issue can take multiple calls to multiple people to resolve. Electronic communication is lacking.
I'm disappointed that there is a stated expectation that a service provider is to reach out to the customer, but if they do not the onus is on the customer to follow up. I'd expect Landmark to be on top of the contractors they hire. If I wanted to chase down service providers all day long I'd cancel my warranty, cut out the middle man, and save the money.
7 years ago
Reply from Landmark Home Warranty
Hello Sean and Maggy,
Thank you for taking the time to rate and review us. We appreciate your feedback and are sorry to hear of your frustrations. The proper departments have been notified of your feedback to implement the necessary training needed.
When opening a service request, we do expect our contractors to reach out to our homeowners in an allotted time frame. However, we understand that they can get busy and we do want to advise you that you can too reach out to schedule. If there ever is a concern with an assigned contractor, please notify Landmark so that it may be addressed and you are taken care of.
If a repair is simple, it may be repaired on the same appointment as the diagnosis. There are times where parts would be needed therefore another appointment would need to be made.
I would like to go into the details of your concerns. Please reach out to me at .
I look forward to hearing from you.
Respectfully,
Tiffany Nguyen
Customer Relations Manager
Thank you for taking the time to rate and review us. We appreciate your feedback and are sorry to hear of your frustrations. The proper departments have been notified of your feedback to implement the necessary training needed.
When opening a service request, we do expect our contractors to reach out to our homeowners in an allotted time frame. However, we understand that they can get busy and we do want to advise you that you can too reach out to schedule. If there ever is a concern with an assigned contractor, please notify Landmark so that it may be addressed and you are taken care of.
If a repair is simple, it may be repaired on the same appointment as the diagnosis. There are times where parts would be needed therefore another appointment would need to be made.
I would like to go into the details of your concerns. Please reach out to me at .
I look forward to hearing from you.
Respectfully,
Tiffany Nguyen
Customer Relations Manager
Mar. 8th, 2018
Verified Customer
Review Source
Christy
I was very disappointed when we had to replace our kitchen faucet due to a leak. They would only replace the very cheapest faucet that did not even have a sprayer. So we went with the buy out option and we had to pay twice for the service rep to come back and replace it. It cost us about $ 200 and we were re-imbursed $ 74. We know we had to pay for the original service call so I did not even include that in the total. The whole thing took us almost a month and we were without water in our kitchen for that amount of time.
7 years ago
Verified Customer
Review Source
Anonymous Spring, TX
We needed to use it last week, and they sent someone out, but unfortunately they would not pay for the electrical work that I needed. My call and ticket were put on hold, and the people didn't come back for a whole week. They made me wait until the Monday after. I think they should've fixed it the first time they came. I'd eventually like to change companies to someone else with better customer support.
8 years ago
Verified Customer
Review Source
Larry And Jeanette Irwin San Antonio, TX
When we bought this house the previous owners already had the contract for the year, so we had to keep it for the rest of it. Since then, we've used it. We had 2 instances when we used our warranty, one was for our dishwasher and the other for the central air condensing unit. For the unit, we ended up having to replace it. We felt that once they assigned the contractor, they were completely unaware of the problems that we had. It felt like they didn't follow up as much as we would expect them to.
8 years ago
Verified Customer
Review Source
Dinko Sefic Frisco, TX'
The service was given to me, but so far I've had a good experience with customer service. A problem that recently came up was with the warranty. We had a couple of items in the house that needed repair but it turned out that some of those times were not covered. They change the conditions of the warranty year after year and some of the things that they covered last year are no longer covered. On top of that, the price keeps going up and I don't like that.
8 years ago
Verified Customer
Review Source
Wanda Schafer Southlake, TX'
Customer service has provided us with references to the people that we've needed for repairs. When we had a drain plugged in our house we used their service. They gave us a plumber and it all ended up being very expensive for us since it seems that the two services he provided were not actually covered. Still, it has been useful and on that occasion he took the correct measures to help us. In the end, it was a total of $600.
8 years ago
Verified Customer
Review Source
Robert Hay Austin, TX'
Customer service is always pleasant, even if they don't know what they're talking about. We've been having several wacky issues lately. One of them was our garage door which wouldn't work and I couldn't get out of my garage. I had to pay $150 to have someone else come and let me out before they finally got somebody else out here that could repair it. On a different occasion, when my air conditioning was not quite working, they sent out a stupendous contractor that did really well. Other than that, I'm also never sure what it is going to cover.
8 years ago
Verified Customer
Review Source
James And Kenna Strickland Meridian, ID'
Every time I have an issue that's covered in my warranty they handle it. My AC stopped working on two different occasions and they sent somebody out to fix it within a day. Currently I have a water heater that's not working and after coming to look at it they never followed up with it. Besides that, I have some trouble with their policy since it's unclear what is covered and what isn't.
8 years ago
Verified Customer
Review Source
Deborah Holmes Boise, ID
I'm a realtor and I've recommended it to my clients. I used to have a different warranty company, but this one is better. They do most of the things they say they're going to do. Most of the time is fine, but sometimes it takes them too long to order parts and things like that. I've have some of my clients tell me the have trouble with Landmark when they first start using it, in the end they do what they're supposed to do though.
8 years ago
Verified Customer
Review Source
Joseph Horne Roy, UT
The service was just given to us. So far they have failed when it comes to fixing things and I've gotten really frustrated. When our dishwasher had some issues, the guy that came out and looked at it said it was just the type of soap that we were using. When the air conditioner and the furnace went out they said it was a pre-existing maintenance issue, so they wouldn't even cover that at all.
8 years ago
Verified Customer
Review Source
Holly Kenner Gresham, OR
When I call them they are generally helpful, but if I try to contact them online sometimes I don't get any response. We have used the system just a couple of times. Most of the times it has been to get our furnace a yearly check and service. Every other time we have tried using it, the things that needed fixing were not actually covered. Because of that, we are not renewing our contract.
8 years ago
Verified Customer
Review Source
C.K. Twin Falls, ID
They are pretty helpful, but when I had to have my house re-keyed the put the order with a company in a completely different town 90 miles away. I had to change all of that, change it, and fix it. I mean, they are friendly, helpful, and very courteous. It's just that I think there was a miscommunication or maybe they just rushed and things got flipped around. I also got the email where they tell you the process and contractor and all that kinda late. That was a bit annoying, but other than that it was good.
8 years ago
Verified Customer
Review Source
Timothy And Deni Sherman Allen, TX
It's great. We have used it several times and they were usually here on time. The people they sent were also very good for the most part and got the things that we needed fixed. The only reason we did not renew with them is that we had some not so great experiences. First with a plumber and then with an electrician. We just didn't see the value of continuing with them since we still had to pay every time they came. It didn't matter if they fixed the problem or not, we had to pay.
8 years ago
Verified Customer
Review Source
Troy Hill Flagstaff, AZ
The service is fair to good. I needed electrical repairs done but they would not replace what needed to be replaced, even if it was a safety issue. Something similar happened when we needed some plumbing repairs. They wouldn't even send the contractor out to look at our problem. Apparently it was too big of a problem for them to cover it through the contract.
8 years ago
