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Landmark Home Warranty is has good ratings versus competitors overall. Some of the things that folks love about Landmark include: quick service, good repair partners, and online claims center. Customers mostly have had good responses from their customer service employees even if an issue is not within their coverage. There were some negative reviews with some service mistakes and slow services in some areas. Before buying, make sure to read your contract in its entirety to make sure you are prepared to what they have committed to.
Overall Score: 9.3/10
Customer Satisfaction: 9.2/10
Prompt Service: 8.9/10
Repair / Replace Quality: 9.2/10
Deductible: $60Get Your Quote Now
Landmark Home Warranty is a subsidiary of American Home Shield (AHS) -- acquired in 2016. Although it has a solid following and customer base, it is only available in some Western states. Since being acquired, customers have still felt that they are getting good coverage overall, but there is definitely a case for going with American Home Shield as their options are more robust, service area wider, and service gets better scores:
|Landmark Home Warranty|
|Headquarters||South Jordan, UT|
|States Served||AZ, ID, NV, OR, TX, UT|
Landmark Home Warranty has two plans: the Home Systems Plan and the Total Protection Plan. Additionally, they have a variety of add-ons that you can select as well. Overall, these are pretty straight-forward home warranty plans versus competitors. One thing to note versus AHS, their parent company, is that Landmark doesn't allow you to customize your plan by individual system/appliance. This is a big benefit of AHS.
|Home Systems Plan|
|Total Protection Plan||All in Home Systems Plan and:|
|Home Warranty Plan Add-Ons||A la carte options:|
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The online portal and website is extremely user friendly and most customers have reported ease at using the interface for making claims. That said, there have been some that have had issues with phone agents and direct support.
Most customers who have had to use their Landmark Repair services have been pleased. That said, there are a few that have had issues with them, including those that have described service outages in their area and service providers that haven't been honest or haven't repaired their equipment well.
Realtors have access to four additional plans that are exclusive to home buyers only. These provide real estate professionals with an ability to add on services for their easily. Also, Landmark provides educational tools, brochures, and local reps that can make things easier for managing many different homes simultaneously -- additionally, its easy to add and manage plans online. Here is what's inside their real estate plans for home buyers:
|Advantage||All in Essential package and:|
|Value||All in Advantage package + freon recapture/recovery/recharge, electric A/C window units, kitchen refrigerator|
|Comprehensive||All in Value package and:|
|Home Buyer Add-Ons||A la carte options:|
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Landmark vs. American Home Shield (AHS)
The benefits of Landmark Home Warranty are more robuse in the AHS variety. Some of the benefits to Landmark is that they offer a lower deductible package, but overall, AHS beats customer reviews being exhuberant about good service and also service area for the whole country. This is one of the reasons why most would prefer to go with AHS.
Landmark vs. First American Home Warranty
Landmark Home Warranty and First American both have a lot going for them. First American has a much wider service area than Landmark, but for those within Landmark's service zone, it is a close race. Both have some mixed reviews at times of complex service, but also are well loved by other customers.
Landmark vs. Choice Home Warranty
Landmark and Choice Home Warranty both offer a good online experience and low deductibles for those that are price conscious. Choice Home Warranty does cut a bit ahead when it comes to overall reviews from customers that have had issues.
Sign up for your Landmark Home Warranty Plan Now: Get Your Quote Now
My Landmark warranty was a gift from the seller upon taking out a mortgage on the house that we bought. We have been with them for about six months now and I have submitted a claim on a dishwasher that was making a horrific noise. I called them then they referred me to a local technician. It was easy to set up an appointment and the guy showed up when he said he would. It turned out that there wasn’t anything wrong with the dishwasher as it was a ‘Me’ problem because of where I was putting the dial. The guy was really professional about it and told me how to run the dishwasher better. He also told me where to put the dial instead. He was very helpful and he solved the problem. My experience with Landmark was easier than any other insurance claim I’ve ever done.View More Reviews
Service was quick and done by a professional. Thank you for this great and outstanding customer service that was provided. The timing was spot on. The parts were disbursed in a quick and timely manner and the return visit from the contractor was made to fit my schedule.
We choose Landmark Home Warranty after reviewing several different companies and, so far, we are very thankful for that. We have had 2-3 calls for repairs and each time they have been professional and kind. We have been extremely pleased with the services provided as they are quick to return calls and to follow-up with the service requests. They make sure all questions have been addressed. I appreciate their time and professionalism. Thank you.
When we first called them with a complaint it was quite a big one. It was no surprise they rejected the claim. What was surprising was they did it without looking into the problem. After a couple of phone calls the addition was resolved and our experience since then had been phenomenal. We have submitted 4 claims and all have been handled as promised and expected.
Landmark was great to work with. Fast, curious and awesome follow up and follow through. Great repair tradesman they sent both times for appliance repair (washing machine was replaced) and replacement. Communication was easy to understand. This is my 2nd year w/ Landmark.
My Fridge went out after being in my new house only 3 months. Landmark had someone out right away. They found out it was dead and would be too much to repair. Landmark bought me a brand new fridge. Thank You!
Work done to our satisfaction. Plumber had to wait for special parts. Timely considering a 2 week wait for new parts to be shipped from manufacturer. Great customer service, great follow up. Would suggest leaving an extension number when calling to check up.
I haven't really had any issues with the company. Y'all have been great thus far. Only thing I'd like is for you to call, text or email when a payment gets too far past its due. I have in the past had my account discontinued due to no payments received. Thank you.
Landmark was amazing! They were fast and easy to contact. I had never made a claim before and they made it a breeze. The Contractor they hired was professional and also fast. I had put off getting my over fixed because I dreaded making the call! How silly I was! Worth every penny.
Landmark Home Warranty was part of the negotiations and it was already in place when we bought our home. We renewed it after the year was up. I went with them specifically because I understood that if our air conditioner went out, they would pay 100 percent to get a new one. As it turns out, that was not the case. However, they were very helpful and we have called them about six times. They get somebody out here ASAP and we’ve always gotten very professional people to come and repair whatever it was that we needed at the time. The techs were also very courteous.
The home warranty policy has been a great thing to have. Since I purchased my home in January, I have had great service and response time from this company. All the service companies have been courteous, efficient and good to work with. When one did not return my call the person at Landmark helped me get another contact.
I have had to use my warranty 3 times in the past 12 months. The local contractors you use for plumbing and heating/air are the best. I am very glad we got the warranty when we bought our home. We just renewed for a new year.
Our Dishwasher had a problem and was not draining water completely and separately there was a clog in the kitchen sink. Both jobs were quickly attended to and very well done. This is my second year with Landmark and would highly recommend it.
I had originally set-up an appointment in the morning and received prompt feed within a couple of hours a lot sooner than I have expected with previous companies. They were really friendly and very helpful. The website was very easy to navigate for a first timer.
Sprung a leak in my 50 Gallon water heater. Repairman came and checked it out and decided we needed a new one. It was not repairable. Within a week we had a brand new water heater. Can't beat that kind of service. Would recommend Landmark Home Warranty to anyone who owns a home.
I’ve had Landmark Home Warranty for six months. It came when I purchased my home. When I submitted a claim, I got a hold of somebody on the phone right away. The rep was very friendly and helpful. It took six hours from the time I submitted the claim to the time the technician came out. Then, they told me within an hour when they would be out. The technician explained everything very thoroughly and was a really good guy. They took care of the furnace going out and the freezing temperature pretty quickly. They did a good job for me.
On Christmas Day our dishwasher quit working. We contacted Landmark and they took our information. The following day we received a call from the repair company. They had availability the following day, but we worked. They came on Saturday and fixed the problem. We had received a follow up call from Landmark to make sure we had been contacted. Everything went great. I couldn't ask for a better experience. Great response, great follow through and quick fix.
Landmark seems to be doing the best performance in our area. We have closed 100 properties, and most of them we partnered with Landmark. It’s easy to submit a claim during the day but a lot of times there’s a long wait on the phone, especially in the evening when their staff seems to be harder to deal with. There are a lot of young people starting and they don’t know exactly what to do. I know they have to train, but it ties us up a little bit. We have multiple claims and when we fill out the form, Landmark keeps sending the email to the owners and not back to me. The owners are forwarding me that information and it’s burdensome because they have somewhere to go and places to be, and I have to call them and tell them what’s going on.The techs we get are really good but the biggest problem we've had is that some of them would get too busy or back out of doing work. Our air conditioning experts, for instance, work day and night in Arizona during the summer and that’s our hardest time. But of all the companies that we deal with, Landmark is our number one choice in our office. When they would assign a plumber that I’ve had experience with and I know his background and I have a problem with him, I’d call Landmark and say, “I don’t want that guy. Send me somebody else.” They either take him off the list or they don’t send him to me because he’s going to be a problem.
Resolution response: Please find and update for the case below: Landmark reconsidered their decision and reimbursed me $70 for that service with their comment: "out of pocket costs were not properly relayed to you before work was done". I'm eventually happy with the results. Thank you.I put 3 stars since I never had any issues with Landmark within my 3.5 years with them. But last time I had an issue with my Garage Door push arm. It was detached from Garage Door (see pictures). And Landmark's contractor was not able to permanently attach it back without extra spare part. The only long term solution was to put metal plate over the Door Push arm. Over the phone Landmark told me it's not covered at the date of repair. After everything was done I asked in written, that there was no other solution to fix issue with Garage door arm so it would be great to be reimbursed for repair which should be logically covered and I paid for it. Landmark unfortunately declined my request again. Landmark's reason is: Garage Door Arm is covered, but Garage Door is not as per contract. And only explicitly mentioned covered items can be fixed with payment from Landmark.I understand that, but metal plate is not Garage Door part and moreover there was no other permanent solution to put Garage Door Push Arm connected to the door to have everything working. As long as there were no other solution for covered item to be working and fixed permanently, why it's not covered then? This is common sense, I cannot find anything in the contract regarding direct connections to the covered parts, so it's up to Landmark to interpret contract and not to pay. In summary I paid $100 for service call fee and another $70 metal plate from my pocket. That's to my mind not fair, and I started thinking that maybe other companies have more clear statement of covered parts and their direct connections, so there is no room for assumptions/interpretation in their contracts.
Landmark Home Warranty was one of those on the list when I bought my house. I just submitted my first claim over the phone and it worked out really well. The process was easy and the reps took care of the claim and got people out here. The people showed up on the second day which was acceptable and fixed the problem in in less than an hour. Landmark has performed well.
When we bought our house, people recommended Landmark Home Warranty. I use their website to submit a claim and it's pretty simple. Recently, I made one for a furnace repair. The claims process has been quick and painless. Their contractors have been great and fixed the problem too. On the actual day, they called me and let me know they were coming. It’s been a great experience and I’d recommend Landmark.
We’ve had good luck with Landmark. We’ve been with them for three years and they have always been really good in helping us out and covering stuff so we really enjoyed it. We call them up, tell them what we need and they let us know if our claim is covered or not. If it is, they send somebody out. The wait time is not bad too. Usually, in about a couple of days, the claim is done. Landmark is a pretty good service and they’re straightforward which is really nice.
Landmark Home Warranty was referred to me by my realtor. I created an account online and navigated through the site to submit a claim. It was fairly simple and easy to sign up. I did everything online which I preferred and enjoyed. We did a claim for plumbing about a month ago and Landmark Home Warranty sent me some emails confirming and reconfirming. I also got the actual email from the contractor who was going to come to our house to do whatever they needed to do. The technician called me when they expected to arrive but my sister-in-law was the one at home when the technician came. She said they did their service and left quickly. They were done and everything was good.
My dishwasher wasn’t working and when I submitted a claim for it with Landmark, it was easy. I did it over the phone and I was put straight through to a rep. The tech that they sent was friendly, prompt and flexible with my schedule. Landmark came with the purchase of my house and I’ve been with them for six months now.
Submitting a claim at Landmark has been easy. The only issue is sometimes, I've had trouble getting a hold of the providers on one or two occasions. I had to go to a different provider but that wasn’t too bad. Also, the technicians know what they were doing and they’ve done a good job. Landmark has been really responsive overall.
I‘m completely satisfied with Landmark's service. I've had them for eight years since I bought my house because I like them. They always take care of me. Submitting a claim is easy and the technicians who came out have been great. Everything is excellent.
We've been with Landmark for one year and they have been very good with follow-up and they got everything done. The warranty was given to us at the time that we purchased the home from the seller. It’s very easy to submit a claim. We submitted two things and the original claim was we had a water break, but that didn’t go so well. I submitted the claim to them back in January of last year and they said that they covered that type of stuff. But we had to do everything we could to mitigate the damage so I was on to it. They said, “No, we had to send out our own people.” I understand that they wanted a good look at it and I have offered the photos. But still, they said no. For my recent claim, it was the garage door and they were very good with that. The fellow was excellent and I was very impressed how they handled that situation. I was very happy overall.
My agent, whom I used to purchase my home got a quote from Landmark Home Warranty. She then told me that it's good so I just picked it up. Submitting a claim is easy. However, it doesn't make sense that someone calls again to verify my authenticity and they're doing it to assign the claim to a contractor. And while they ask valid questions, this can be avoided or shortened by creating options on their website to capture those details. If they had an option where I can give information while raising my claim, then it saves a lot of time for both sides. The claims representatives are okay. A couple of times, it really took a very long time to get a contract signed. But most of the time, I get an email once I hang up the phone telling me that a contractor has been assigned, and then the process starts. As for the technicians, they generally call us. Some other times, they will ask me what the issue is, and some other times they don't. They just come over and then they understand the problem and resolve it. So far, from what I see from the service providers who come to do the work, the coverage which Landmark provides is better than most other insurance companies. However, the prices seem to be going up every year. It has gone up to almost 30% from what I was paying when I bought my house in 2015. If the price goes up again, then I would definitely just switch to another service provider. Other than that, everything is good and I would still recommend Landmark to my friends.
We have been using Landmark Home Warranty since July 2012 and we continued to renew because they've been great to work with. It has been easy to submit claims with them. I recently submitted one for the heater and it was the first time I did it online but the navigation on their website was fine. Also, when we speak with their representatives on the phone, they've been really nice. Usually, they get a technician out in three days but this latest time, we put in the claim on a Friday morning and they couldn't get out until Tuesday. But it was not a problem to have to wait. We had a backup and when the technicians came out, they did an excellent job. They ended up having to replace the thermostat and they were very helpful and answered all of our questions.
We purchased a home warranty through Landmark when we purchased our home and are very glad we did. Our hot water heater went out and Landmark took care of us efficiently, promptly, and quickly. They were there through each step of the process and followed up consistently to be sure we were having the best experience possible. Highly recommended!
Submitting claims is easy and we've made a few, including the service for our washing machine, a leak in our kitchen and a leak in our bathroom. I appreciate Landmark's quick responsiveness and willingness to assist us especially with this new house, which has not been new as far as some of the appliances and other things. However, getting people out has been a little harder because they will contract only in some cases with one or two different people, so the wait time is long. The bathroom job ended up being two weeks and it was difficult because they didn't contract with more people. We ended up going out of network, which they okayed, and then they reimbursed the company.I heard about Landmark from my real estate agent and we really like it so far. Everything has been done well considering we've had three claims with them already this year and we've been very grateful to always have them. I would suggest everyone to have some sort of home warranty insurance in the beginning and I would definitely recommend Landmark.
The Landmark warranty was included when we bought the home and we chose to stay with them in case of breakdowns of major appliances like the air-conditioning. Their website is easy to navigate and I usually submit a claim online. The process was not difficult at all and for the most part, we’ve had good success. My interaction with the reps was informational, like setting up dates and times, and it’s fairly quick for somebody to get back to me. Some of the technicians that they send are better than the others. There are always a few that want to add additional services and they might say, “We’ll do this, this and this for X-hundred dollars” but you really don’t have any reference point as to whether that’s a good deal or a fair deal. But once you learn that, you go, “Okay, I’ll check around before I tell you.” Overall, we had a pretty positive experience with Landmark.
Landmark was recommended by a realtor and we really like and trust her so went with that. Submitting a claim is super easy. You get online and enter your application and they've always called right back within a few hours to either set something up or come out. Their website user-friendly. The technicians were also professional, friendly and helpful. And they fixed the problem. This was our home purchase so it was like going from a rental to home ownership and Landmark made it a lot easier because I’m used to calling the landlord but this way I just call Landmark and let them do their thing.
We own two homes in Utah, and we’ve renewed our Landmark Home Warranty for 5 years on one property, three years in the other. We’ve had excellent experiences with Landmark. They always send somebody out right away, and almost everything we’ve had them come to repair is covered by the insurance. In the time that we’ve had the warranty in place on our two properties, we’ve likely submitted 25 to 30 claims. Only one claim has been denied (damage caused by a tenant). We have found Landmark to be extremely professional. You may have to follow up with the contractor, but usually after you follow it they come out right away. We recently moved Illinois, and had to select a different home warranty company. We wish Landmark serviced our new area!!! We are really struggling with getting the new company to cover anything.
Heater was not working, they sent contractor to diagnose issue, found bad circuit board and thermostat. Both got replaced immediately and now my house is finally getting warmer. Brandon from Temperature Pro was easy to work with and great help.
I was out town for business when my hot water heater went out. I put in a work order online but was not able to provide all the information required about my hot water heater, so I also called and was able to complete the claim. Landmark was able to get someone over to the house quickly so that my wife had hot water, and the contractor was efficient and courteous. Thanks.
We were shopping around for houses and Landmark was the one that my Realtor always use. We found our house that we got and I was using a different Realtor. She asked for a home warranty company I wanted and I told her Landmark since it was a familiar name to me. It was easy submitting a claim with Landmark. I was worried about how it was going to go and what was going to happen since our heater went out and it was super cold every time. I went online and was chatting with somebody late night on a Friday as they were open 24/7, which is cool. I was able to file the claim over the weekend, and then they had somebody come Monday afternoon. I chatted and texted with the claims rep, then she called me to verify everything that we needed and then took $60.I received an email saying that I have an appointment scheduled with the heating air-conditioning place. After I had my appointment scheduled, I clicked on the link and then I let them know what time my appointment was. After that, there was a follow up to make sure that everything was taken care of. I had a good interaction with the technician, who was really nice, professional, and very fast. He fixed the heater in 10-15 minutes and was out of here. So far, I'm impressed with Landmark. However, when the cable of the garage door broke, I contacted them again and they said, it was something not covered, so I was bummed out. Nevertheless, Landmark had been what I needed in a home warranty.
Nothing but fast and professional service. We were immediately contacted following the submission of our claim, and Landmark followed up with us to ensure that the issue was taken care of, and to evaluate the service that we were provided. I appreciate the individualized attention to our claim.
We renewed our warranty after we purchased our home. Best decision we made. Landmark is there to help out. Our water heater went out last year and same day it was replaced. Now our furnace is in need of repairs, and they were helpful in getting someone to take a look at it quickly. Most definitely I will recommend Landmark to family and friends.
My realtor introduced Landmark to me and my son works for them too. The warranty came when we were trying to sell the property three years ago. The rates have stayed fairly low with modest increases and when I needed it, I’ve had good service. When I submit a claim I want to talk to a person and, normally, I get straight through within a reasonable time. My most recent claim was on a leaky pipe on my hot water heater. They sent the guy out, and he assessed it and corrected it on the spot. So, it was done on the same visit, and that was fine, but the roof took time. Usually, when I submit a claim, I would be speaking to somebody that same day or the next day, and then I get the number. If I don’t hear from the contractor that day, I’ll call them the next day myself.
I was with American Home Shield but they did some dirty stuff and they didn’t cover me. I then googled a new provider and got Landmark because they were well rated and had good reviews. I've already submitted a lot of claims with them and they have been very good. I do it over the phone, which takes no time at all, and I get to speak to a human who seems very nice during the process. I like that over AHS' online submissions. Also, my experience with Landmark largely contrasts with what I experience with AHS. I had some plumbing issues and the company they sent was fantastic. They called me quickly, got on the issue fast and got out of here really quickly. They were very helpful. Landmark has been good. I've told people about them and I would definitely recommend them.However, right before Thanksgiving, my refrigerator broke. I had everything on dry ice, but Landmark took so long to get the company out that I lost everything. Then when the company came, they did a bad job and the unit broke down again. I wasn’t happy with that. Landmark then got me a different company who came quickly, but not fast enough to save the food I bought again. They also didn’t have parts and so they had to order parts which took time and the process took a total of one week. The whole thing then took three weeks. It would have been great if they get parts more quickly and efficiently but the company that they sent was good and the repairman knew his stuff and knew what has happened. We had to go and buy a small mini fridge so that my son could have some kind of food. After the service, repairman then told me that the unit is now in good shape and that it should last for a long time.
For years, in all the houses, I've always used American Home Shield. Carol, my realtor, said that she’d like to use Landmark on this rental property that we bought. I haven’t known Landmark yet but she said that she’s used them for years. They’re somebody that she recommends. She’s not only a terrific realtor, she’s also a personal friend of ours. So, we tried them. We bought the house in July of last year. So, we’ve used Landmark and renewed it. We’ve been very impressed with them.I have American Home Shield on my personal residence and it’s coming up to renew in December and I’m going to go to Landmark to see if I could get a price to have them take care of my house. That’s how happy I am. Landmark charges me $60 for a claim and American Home Shield is $75. Time and time again, I had to wait on hold with American Home Shield between 45 minutes and two hours to have them answer to get an appointment. With Landmark, I haven’t spent on hold for more than 10 minutes and they always follow up multiple times. I have called American Shield and they said that these people can't meet my schedule and they can’t do anything it. This year I’ve had that three times with American Home Shield and I’m tired of it.All the claims that we’ve had with Landmark have been the maintenance ones. We had a drain that was plugged up and the people who showed up were professional and always on time. I would recommend any of them to anybody. They seem to always go above and beyond. I called Landmark once and there was a holiday that was coming up on a Monday and I had this guy who was just really overly booked. He told me he’d be out on a certain date and didn’t come out. Then, I got a call from him saying that he’s coming out and he asked if I had a ladder that he can use. I understand things happen and people get overbooked but when somebody asks me to provide them with equipment to do their job, I start to question them. So, I called Landmark and told them about it and they provided me somebody else immediately. I was happy with that. They took care of it for me.The technicians that Landmark has sent are usually very professional. We just had one for our furnace and Red Dog was the name of the company. The guy that was there had his daughter. She was about 22 and she was there helping him. That was pretty cool. His daughter was as knowledgeable about it as he was. He was teaching her. They did a good job. Landmark also has a hell of a deal where they have a pre-season tune-up on furnaces. Landmark exceeds everything I ask for. I highly recommend them.
We bought a new home last year, and have been with Landmark Home Warranty since early 2017. I have submitted several service requests due to plumbing and electrical issues with our new appliances. Landmark has responded immediately, and had us connected to professionals quickly.
After noticing a problem with my furnace, I filed a claim online with Landmark. I was emailed an update within 12 hours by them. They sent my info to the contractor who would be working with me. The contractor contacted me almost immediately via text and a phone call. They were at my home the next day. And, after purchasing a replacement part, my furnace was running perfectly a couple of days later. I couldnt be happier with the contractor they assigned to my claim. And I really appreciated the contact I had with Landmark. They were quick to help get my problem taken care of and they checked in with me periodically throughout the process to make sure EcoAir (the contractor) had scheduled an appointment with me, whether or not they showed up, if they fixed the issues or scheduled a follow-up, when the follow-up or set for, my overall rating of their work, and were available to resolve any questions or issues I had along the way. Overall, I was very pleased with my experience with Landmark!
I have been very happy with Landmark Home Warranty. They have exceeded any expectations. As a single female homeowner it gives me such peace of mind knowing they have my back whenever a problem arises in my home. I highly recommend them.
Landmark was offered when we bought our new house and I have re-signed with them because I liked it the first time. I submit claims both over the phone and online and it's easy. Their reps were professional and treat me good. Also, the tech who last came was great and very knowledgeable. Having Landmark is convenient.
When I purchased my house, Landmark was one of the warranty companies that were offered. We spoke with our Realtor and asked her advice. And she said, she uses Landmark and a lot of people use it, too. Everything has worked well for us. They’ve been taking care of all of our issues and the pricing was really good for us. There was only one time when I had an issue with the contractor they used. They subcontract to different companies and one plumber came and told us a bunch of stuff, and said they'd come back. They never came back on the day they were supposed to, and they didn’t even call. But Landmark ended up giving me a different plumber who came out and fixed the issue for me.
Landmark Home Warranty was one of our options when we bought the house and they are quick responders. I’ve had good experience with their claims reps and submitting claims has been easy. The technicians, however, they just couldn’t do much. It was like, “Oh, we saw this and there’s not much we can do about the issue.” I was expecting them to actually go there and at the same day fix it and then get it done, but it was not the case. We’ve wasted a few good things because they couldn’t repair things. I wish the technicians were more capable of solving the problem. But other than that, they were very good, responsive, and they were on top of things.
When I bought my house, the Landmark warranty was included. Submitting a claim is an easy process and my experience has been good. I can do it online and Landmark will call me after. I usually need to wait one or two days for a contractor and the quality of their work has been good.
Our Realtor gave us two companies to choose from and we chose Landmark. She had heard good things about Landmark and some of her clients have used them. Submitting a claim was fine but we were unaware of the coverage, so I was taken by surprise when we had to pay additional money for what we thought was covered. Initially, when I set up the claim, it wasn’t explained that they only covered X amount of Freon in the air conditioner. We had to pay for 2.8 pounds above what they covered. It was fine, though, and now, we’re more cognizant of it.Also, when I called up to open the claim, the young man said they needed our inspection report. And he made it sound like if I don’t send it in, then we're not going to be covered. And I recently found out that I don’t have to provide that to Landmark. On top of that, it was kind of a moot point because we don’t have that report. And I’m concerned that if something goes wrong in the future, they’re going to argue with me. But things have been repaired.
Submitting a claim with Landmark has been very smooth. I make a phone call, give my card number, set a date up and then the technician will call me to confirm the date. I then will confirm with Landmark as well. The technician will then come and does his checking. He then tells me what's going on, the possible solutions, and he leaves. Landmark's technicians have been on time and friendly. I'm satisfied with my experience with Landmark.
Our heater went out and I contacted Landmark Tuesday morning. The company came the house Wednesday to fix issue. I was told the draft motor needed replaced and it would have to be ordered. I asked how long it would take to get the part and the technician told me I would have to get with Landmark on that because they order the parts. So I had him call Landmark when he was at our house and the Landmark employee told me it would take 24-48 to order the part. I told him it was extremely cold in our house and I would be willing to pay extra to have the part overnighted and I was told that was not an option. I then called Carrier where the part would be purchased from and they told me they had 4 in stock. Carrier is located about 30 miles from our house. I was even willing to go pick up the part.The technician said he could not do anything without Landmark's approval because Landmark was the one paying them, which I understood. So I told Landmark that the parts were in stock and the technician could go get it and have it installed that day or the following. Once again, I was told that was not an option and that I would have to wait for them to order the part. The technician left and I had no idea when they were going to fix my heater. I never heard anything from Landmark. I called later that evening and was told I would have to call back this morning. They contacted me this morning because the customer service lady from last night had told them I requested the call. The "manager" informed me that the part had been ordered and it would be 7-10 days for it to be shipped in. I told the guy the part was in stock and the technician was willing to go pick it up and install it today. Once again, I was told that was not an option and that I had to wait 7-10 days. I explained to them I knew what they were doing, They delay the part knowing the customer won't wait this long and will pay for it out of pocket. They did this to me last summer on our air conditioning unit, so I have now figured out the way they do business. I questioned a few contractors and they agreed that is how some of the home warranty companies work. I told the manager I was on the phone with that I would like to cancel my policy right then. He said he would connect me with someone that would handle that. He put me on hold for 5 minutes to come back and tell me that no one was available to handle that at the moment. I called back an hour later and told them I would like to cancel my policy. The lady asked why and I explained the situation. She said she was going to connect me with someone that could finish up the cancellation. I then sat on hold for 5-10 minutes to have them disconnect the call. I called back again. I talked to another lady and told her I wanted to cancel my warranty, once again she asked why and I explained. She told me she was handling the cancellation and that I should receive an email in 24 to 48 hours stating that the warranty had been canceled. I am waiting to see if that actually happens. In the meantime, I have an illness that cold temperatures cause it to flare up. So, we had to call back the company and pay them the full price to do the repair and they are handling it today, but at our expense not Landmark's. It is now costing us $750 out of pocket and we already paid Landmark $70.00 and they didn't even get the job handled. This is on top of the $57.08 Landmark charges me monthly for a policy they do not want to back when there is an issue.
Resolution response: Since my initial review, the matter has been addressed and while the appliance was damaged beyond repair by the contractor...Landmark did make it right with us.Worst customer service! I am so disappointed in how they treat the customer. Additionally, they do not contract with reputable contractors at all. Do NOT waste your time or money with this company. And if you call them, the answer is to put you on hold for thirty (or more minutes).
My lender suggested Landmark for our home warranty when we bought the home and I went with it. I called Landmark when I submitted a claim and they set me up with a company and made the appointment for them to come out. One time, it was really good, and one time, the person they suggested was really bad. The interaction with the claims rep was fine and everybody was good on that end. We’ve had a leak in my shower and it caused wetting throughout my house. Initially, they sent out the plumber and the plumber didn’t even do any test in the shower. He just looked at it and said that there were tiny holes in the grout and that was what was causing the water damage that was all throughout the surrounding areas of the shower which was in my guest room, closet, and the walls that were on the other side of the shower. He just said, “Oh, sorry, the warranty doesn’t fix that. It needs to go towards your insurance because it’s going to be water damage. It’s not actually something with the shower.” So, I had another claim with my insurance and it ended up that there was a leak in the shower so it was for the plumbing and it cost more. I’ve also had people working in here for over a month now, cleaning everything up and building a new shower. I called Landmark back and told them that the plumber didn’t do his job and I requested a refund for the $70 service charge. They refunded it and said, “Okay.” I could have probably done a lot more than request the refund for damages in my house. Then, from the water damage, there were little bugs underneath the carpet that were coming from the water. Landmark sent out a pest control person and he was really good. He was able to tell me what they were from and that it wasn’t a big deal. He sprayed for it and then the problem was resolved after that. The follow-up was a couple of days for both of the services. Landmark is a company that wants to deal with big problems. If you have something that is a little an issue, then it wouldn’t be a big deal so hopefully, your house is in good condition if you use them.
My wife works for a realtor who has has several rental homes and uses Landmark Home Warranty. She recommended the company. I submit claims online and their site is very user-friendly. I don't have any issues with it at all. I had phone conversations with the techs and they had all been pleasant. They kept me updated with what was going on. The only thing we had an issue with was one time, we had an air conditioning problem that dragged on for about three weeks. We had tenants living here at the time and we got shuffled three different times. Then the service wasn't covered on the warranty and they were asking $700. So, we just went back to the company we were using that time and they called somebody out who knew how to fix things for $200 which was a huge discount.
I’ve been with Landmark for about two months now. I’ve had two claims and one of them was an absolute nightmare. Landmark contacted me and they said I should contact this security company. I told them that I would be careful referring people to this alarm company because I Googled it and I looked at some of their responses, and they don’t have good remarks. This security company is not a really good company.When I talked to that company, I told them that I haven’t even moved in yet and there were some things I need to fix, and I can meet them on this day, at this time. The next day, they called me and said they were at my house and were supposed to set up the security system. He started to set it up, and it wasn't even anything that I ordered. I talked to the guy on the phone for about 45 minutes and I said that I’d like two cameras and we went through everything. But they missed a bunch of stuff and if that was all I was going to get, then I didn’t want it because I wanted keyless entry. Their rep listened to the call and said she’ll send him out there. Still no camera but I could do without it. In the meantime, this security company’s customer service texted me all day long. I drive for a living so I could not text them right back. If I didn’t respond to their text right away, they would call me and call me until I could answer the phone. And if I didn’t answer the phone, if I was in with a client, they would email me. I would get so many calls, emails, and texts, and it made me crazy.After about a week of that, I contacted Landmark. The guy who answered the phone just said, “Well, sometimes that happens. You can’t please everybody. There’s nothing really that we can do. We just refer you to them. Do you have anything else?” I called them in good faith, saying, “Hey, you may want to look into this a little because that’s harassment. And you’re going to have a lot of people blaming you because you’re the one who transfers us to them without even asking us.” At that point, I have decided that I’m not going to use them anymore. I feel like I was totally screwed over. But it was one person that was awful to deal with and the rest of the people at Landmark were really nice. Also, they did well with my garage door after it fell off. The people who did it were amazing.
I’ve had to call once a week/every other week for three months and their end of the contract has still not been met. It has been a struggle for me and them to get ahold of EcoAir to follow through on what needs to be fixed.
Turn around time to repair stove was 2 weeks. Attempted to switch contractors and time frame was about the same. Larger network required for items like this. When I called to change contractors it took 2 days to get a response that there was no other solution.
When we came to the company with problems, we were unable to get anything covered because we were being proactive. We were told that they had to be in mechanical failure for them to pay to replace what we had. We ended up having to pay for a new refrigerator and a new heater and ac because of this. We were being unhappy.
I'm not sure whether to go after Landmark or the plumber or both; I suspect both, since they point fingers at each other. Bottom line: be sure you understand full timing of your repair; just because a contractor is coming does NOT mean your repair is about to happen. It may be worth your time and money to go elsewhere. So don't accept any delays. If you aren't offered appointments next day, scream loudly. I was much too forgiving and easy going at first and the result would have been 6 days with a leaking water heater and trying to keep water from doing damage in my garage. And on bigger repairs, such as this, it will take at least two visits, most likely at least two days apart. By the time I figured this out, it was too late to do much about it. Had I realized this at the beginning, I could have chosen to accept it or hired someone else, at my expense of course. Buyer beware!
Dryer Repair Saga
Purchased a home warranty on the house we purchased on Nov 28. Landmark Home Warranty, rated #6 overall by consumeradvocate.com, was chosen by realtor. Promise is low cost coverage. Only $65 service fee to repair most home systems. Not promised - how long that might take.
On Dec 5, the dryer stopped working. Called Landmark. Phone staff is wonderful. Promised to contact a local repair service, Arizona Value Appliance. We heard back from the repair service within 2 hours. Scheduled their "first available" visit for Dec 9.
Looked up the error code on the internet and learned that the circuit board needs to be replaced. I called back to AVA to let them know the model number of the dryer and the "error code" that was displayed. They informed me that they can't order parts until the technician has visited the site.
Interesting approach. Earlier in the week, I had dealt with a plumbing company to work on the reverse osmosis system. They asked that I send them a cell phone picture of the device, so they could be sure to bring the correct parts and filters when they made their service call.
Dec 6-8. Multiple e-mail reminders from Landmark to inform them of the service appointment details: "Click the following link." Unfortunately, the link never worked. I got tired of trying and called them to let them know the appointment was scheduled.
Dec 9th. The tech arrived in his personal auto (don't these companies have vans anymore?). I told him about the error code and he looked it up on his phone. He proceeded to take a picture of the error code and the model number and then informed me that we'd have to wait for parts.
Dec 14th. AVA called to schedule a repair visit on Dec 18. Received an automated follow-up call on the 17th.
Dec 18th. Tech showed up on time. Very polite and efficient. Since he came in his personal auto, I had to loan him a stepstool to reach the dryer panel. He replaced the circuit board, and all is good. Oh, except that it took two weeks!
Dec 19th. Another e-mail with a broken link from Landmark.
Grades for Landmark: 5 stars for positive and polite employees.
4 stars for affordable and comprehensive coverage.
2 stars for the annoying e-mail reminders with the non-working link.
2 stars for partnering with AVA to do their service work since they give no priority to Landmark customers.
My experience with Landmark Home Warranty was a mess. Somebody recommended Landmark to me when I was buying a condo and I went with it. The day I got to my new place, the AC didn't work. I submitted a claim and the technicians were helpful at first. However, they awfully gave me different information. One told me this had been an issue for months and there's no way the previous owner didn't know, which I have in an email, and so I was trying to get information to get the previous owner to pay. When I went to talk to them again, they were like, "Well, no, it could've happened overnight.” We have no way of knowing. They wouldn't confirm that. I had gotten an attorney and everything. Everyone I spoke with at Landmark was very helpful though. They attempted to help and get me information. However, I always had to talk to a different person every time I call. I had to speak to 15 different people and re-explain it over and over again over the course of trying to get it done. So it took a really long time. Then they misquoted my claim, my estimate on how much it was going to be. It ended up being $200 more, and I was still expected to cover that. They didn't even cover to check for a leak. And I couldn't move in until my issue with the AC contractor was taken care of. Things have been a mess for about a month, and really frustrating. But it’s taken care of now. Overall, my experience was a hassle and a little disappointing.
I've had them for almost a year now and have made a few claims. The first was okay however the contractor kept asking my mom if she was going to swim in our pool. She was there alone because I had to work and she felt really uncomfortable. I called and sent an email about this contractor and haven't heard anything back. It was about 5 months ago.
Second, I was out of town and the garage spring gave out therefore not opening and locking my pregnant wife and 2 year old inside unable to leave. The contractor never called me so I had to track him down and he said he couldn't be there until the next day...at best. I called Landmark and asked if there was another contractor able to come that day and he was their only contractor. I finally canceled the work order and called someone I found on Yelp and he came out and replaced the door in 2 hours.
My contract is up this February and I am already looking for another company for my home warranty.
I think landmark home warranty (or maybe entire home warranty market) is no longer operated under a honest business model.
Unlike car-insurance, this type of warranty is probably not following any obligation or regulation, the business owner can run it whatever they like. And obviously, in most of the cases, you will be rejected for any execuses they can find.
I think they might be a honest business before, but not any more.
I had home warranty with them in last 2 yrs and had a few claims in this period. The first claim at first month they did trying to work it out. Also I have heard some positive comments before. But in this year when I tried to contact them, they are completely changed. Now, all their attitude and way they run their process are totally different, You can tell that if you have been contacting with them.
Not sure what drives their change in last 2 yrs, very disappointing. I have heard they expending really fast in current years, that is right, just take your money and not paying anything they got to have very nice profit.
I called and requested the service on my washer and I told them it was shaking so bad it would wander across the room. The technician came out and said that the tub was wore out. Then Landmark called me and told me that they would cover it. Then they called me back few days later a different person and told me that the washer was working so they wouldn't cover it. So they charge me 60 bucks to tell me what I already knew. So I still have a broken washer.
Submitted my claim Aug 2017. THEIR vendor arrived and determined it was the heating element and that was about it. After several calls back to Landmark all I got was your claim has been submitted to vendor relations specialist. Finally in October I got them to refund me the initial $70 service fee but NEVER got my oven fixed. NEVER received a call from their vendor and sure as hell never received a call from Landmark. Stay away from Landmark.
It has been day and a half and Landmark still doesn't have a contractor assigned to my service request. They sent me an email two hours ago with an "assigned" contractor's information, so I called the contractor to check on it. The contractor told me that he doesn't work in the area where my house is located. I told him about the email and he said that Landmark called him in the morning and he made it clear that he does not service the area they are requesting. These guys have no desire to get this done in a timely manner. Horrible!!
Here is a timeline of events with SWAT Plumbing. 9/1/2017 Called in and reported to Landmark Home Warranty that my water heater was overheating. Paid $70.00 for SWAT Plumbing to make a service call to my home. 9/5/2017 Chris with SWAT Plumbing inspects my water heater and recommends installing a new 40 gallon water heater. 9/12/17 thru 9/26/2017 Every day SWAT Plumbing calls me late in the evening (usually around 7pm to 8pm) saying they will be out between 11am to 3 pm. I tell them I am the owner of a Architectural firm in Dallas, Texas and that I can only meet between 8 to 11 am. After nearly 2 weeks they accommodate me and Journeyman plumber Johnathan and his helper Eli arrive at 10:30 am. 1st thing after arriving Johnathan says that Chris the original plumber who inspected my water heater messed up and that he and Eli needed an additional $350.00 for a item and task that they could not identify that was not originally on the SWAT's description of worksheet. Johnathan went on to say if I did not agree to the additional monies that they were just going to drive off and he suggested that I call his office to reschedule the installation of the new water heater. I then told Johnathan that I would accept the add if it was $100.00. That you should have told me before you came out that you were going to hit me up with an add and Johnathan said... "OK I'll do it for $250.00." I agreed under protest. Please note when it came up to pay the additional add of $250.00, it was not demanded by Johnathan at SWAT Plumbing. So I am still not sure why Johnathan was trying to get an add $350.00 on the installation of the water heater. MONICA... WILL YOU PLEASE INVESTIGATE THIS... This should have never happened. If there was an add to the job, the office staff at SWAT Plumbing should have called me and you to tell us about a add before they came out. You never have a Journeyman Plumber come out on a job site demanding money like Johnathan did. He either does not know office procedure or he was trying to get some money so he could Line his own pocket. This is highly Irregular on any job site in the 45 years I have been practicing Architecture and is a sign of crooked business practices.Johnathan and Eli start to unload the water heater, do some measurements and tell me that Chris messed up and ordered the wrong water heater. That the new water heater was a larger diameter than what was there originally and would not fit in the space provided. I asked him why did you not give me and/or Landmark Home Warranty a cut sheet, that would have shown the dimensions of the water heater and he said that they could come out another time with another water heater. I told them I would remove the obstruction and with the help of the helper Eli we removed the obstruction and made a space for Johnathan to install the water heater.Johnathan installs the water heater and drills one hole for the pan to drain to the exterior. Please note this water heater that was replaced was over 22 years old. Back when it was installed the plumbing code stated that a drain pan was not required. Since then plumbing code has changed and it is now required that a drain must be installed to the exterior with a downward pipe emptying onto the ground outside. I ask Johnathan how far off the ground should this pipe be located and he says one inch off the Ground. Please note that when the Dallas Plumbing Inspector came out to do his inspection, he red tagged Johnathan's work and said it is International code that requires the pipe from the drain pan to be between 6 to 24 inches above the ground. This is not a local code but International code that is used around the world. Any Plumber should know international code before he goes out on any job. But SWAT Plumbing did not send a Plumber, they sent a Journeyman Plumber.In Addition the Plumbing Inspector says. Where is the T&P; (Temperature and Pressure) pipe that should be penetrating the wall? We investigate the T&P; Pipe and find out that Johnathan had the pipe going through the inside gypsum board, but not penetrating the exterior siding and emptying water inside of the wall cavity. The Plumbing Inspector laughs and shakes his head and writes up the 2 items and red tags the installation.10/2/2017 Fail Plumbing Inspection with City of Dallas Plumbing Inspector Micheal **. Michael says that he will write them an email in 30 minutes about the failed Test. 10/4/2017 I call SWAT Plumbing and speak with Kim in scheduling and she says that they will have scheduled the appointment to come out the next day between 8 to 11am. 10/5/2017 I call Kim in Scheduling at 11:15am to find out where they are and Kim says "It was scheduled to come out on the 5th but a technician was not assigned to your job and we are very sorry, but we can come out tomorrow." I say ok and Kim schedules Johnathan and Eli to come out between 8 to 11 am.10/6/2017 Johnathan calls at 10:30 am and says they are at the office/shop in Benbrook Texas (That is 57 miles away from my house in far southwest Fort Worth and I am in East Dallas) and it will take them an hour to get here. Johnathan and Eli arrive at 11:45 am. I show them the pipe that has to be cut to 6 to 24 inches off the ground and Eli cuts the pipe to international code. Johnathan then investigates the T&P; Pipe that he should have double checked when he did the original installation and said he thought that the pipe went outside. I asked him why did you not check it during the original installation and he said that he thought the pipe went outside. I asked him why did he not inspect his own work and he said that he thought the pipe went outside. Johnathan then says that he does not have a drill to drill through the wall, that tools were stolen out of his truck last week and he asked if I had a drill. I lent him my drill but for some reason Johnathan could not get it to work. He said that he had to go to buy a new drill and was gone for nearly an hour. Johnathan and Eli arrive back with a new drill but the drills battery has to charge for a half hour before they can get it to work. As soon as the battery is charged up then Johnathan tries to drill the hole and is having the same difficulty in drilling the hole and has to recharge that battery again. It then dawns on him to reverse the drills direction and he was able to drill through the wall. What happened was Johnathan had the drill in reverse and not going forward into the wall. As soon as he had the drill in the forward direction he was able to penetrate the wall and installed the T&P; Pipe outside the exterior wall. Johathan then says to me that he will call in the plumbing inspection for Tuesday 10/10/2017 since Monday is Columbus day a National Holiday. So I carve out another day to be here for the Dallas Plumbing Inspector. 10/10/2017 I call City of Dallas Plumbing Inspector Micheal **. Michael says that SWAT Plumbing never called in for Inspection and that they need to call in for inspection with the correct permit number to reschedule inspection. So I wasted another half day on SWAT Plumbing to follow through with what they say they will do. I call Swat Plumbing and get Kim and Scheduling and she says she does not call in inspections that I need to speak with Kim the office manager. Kim takes down my number and says the office manager Kim is not in yet, but she will return my call. I waited for an hour and 15 minutes and I called Back to speak with Kim and she says that she is very sorry that the inspection was not called in that she will call it in. I asked her what was her procedures to call in for inspection and she said that that was none of my business, that they had procedures in SWAT Plumbing but my inspection was not called in. I asked her again who suppose to call in for inspection? Was it Johnathan's responsibility and she said it was none of my business. I then asked her why did she have the office/shop in Fort Worth do this Job and did they have a office/shop in Dallas and she said, "Sir we serve over 80 cities and towns." I asked her why did Johnathan show up to the appointment without the proper tools to do the job and she said that his tools were stolen out of his truck last week and that he had to buy the tools as he needed them. I said I feel like I am dealing with the Keystone Cops and she said that that was an insult and I asked her again if she has a Dallas office/shop and she said that she was ending this conversation and hung up on me. Monica... As we spoke on 10/5/2017 about Landmark assigning work crews to investigate and do the repair work. Please hire someone local. Having a Company that is 57 miles away to service is a client in an urban area with traffic is way too far away. SWAT Plumbing could not do this job properly and instead of having a certified plumber do the job, they sent a Journeyman plumber without the proper tools and knowledge of the basics of the International Plumbing Code to do the job.Adding up my time that I have wasted in dealing with SWAT Plumbing is 26.5 hours at $150.00 a hour equals $3,975.00. How can I be compensated for the mess ups of SWAT Plumbing. The Ordeal is still not over. I still have to spend a half day waiting for City of Dallas Plumbing Inspector Micheal ** to come out to see if SWAT Plumbing did the job properly. Thanks for your help.
Every time I have made a claim or called with questions/concerns, there has been a problem...i.e. scheduling contractors that do not service my area on more than one occasion, contractors that arrive/walk around the yard without actually touching anything and leave, double billing once, and more. It states in your contract that the service fee will be deducted from my account when the contractor arrives, but the service fee has been deducted from my account within minutes of my making a claim...before a contractor is even scheduled. I have always had fabulous service in the past with another home warranty company, but the title company talked me into signing up with you. Huge lesson learned!! I would have already cancelled this contract, if I wasn't required to pay an early cancellation fee.
My wife and I have been trying to get our a.c. for the upstairs. Fixed for the better part of two weeks. With no avail. No returned phone calls. No info on where we stand with the repairs. They asked for the home inspection report the very next day we provided it. Still nothing. We sent it Tuesday. Called several times and nothing still. Very disappointed with them. As for the company they sent out Military Air. The first time we had them here for the downstairs ac. Not much good I can say about them either. Had to tell the guy to remove his shoes so he didn't track mud throughout our house. Just really disappointed with Landmark and anyone associated with them. Would NOT recommend them to anyone.
Don't expect them to pay for anything, because if you read their small print it basically exempts them from paying for anything... ever. Our A/C started leaking, we turned it off IN THE SUMMER IN TEXAS and called Landmark. We told them we needed emergency services because the ceiling was leaking and we were concerned it would cave in. They said they only had 2 contractors and neither were answering the phone, so with a baby and 2 kids we had no central air and guess what happened, yep, the ceiling caved in. Landmark refused to pay for the ceiling, and even though it was officially an emergency no one came out to fix a damn thing. Ohhh AND they had the nerve to request a credit card from me to pay the contractor the service visit if and when they decided to come out. BIGGEST WASTE OF MONEY IMO, just keep your money and save it for the repairs you will be making yourself.
Opened a service request for washing machine repair on 7/29/2017 and it is still open. Two contractors were sent and they made 7 or 8 visits and said it cannot be repaired, and the claims manager doesn't answer my calls! Horrible experience!
I am very very unhappy with Landmark. As soon as I can I am switching warranty companies or not dealing with any warranty companies at all after dealing with them. The repairman came out and informed me that there was a part that was going out on my refrigerator that's why it was running hot. It took three days for Landmark to get the repairman out to my house to inform me that they were not going to fix or repair its part until it goes completely out. It took 3 days before they even sent anyone to my house so when that part does go completely out are they going to also replace all the food that will go bad. So now we have to keep the refrigerator turned all the way up in order to keep the food cold so now we have food that becomes frozen at the very top of the refrigerator and food that stays somewhat cold towards the bottom of the refrigerator.I sent several emails in regards to the situation and no one bothered to even return my emails. They could care less about the spoilage of my food. But they took my money. The next big issue I have with Landmark is I have made between three and four reports on my dishwasher, I paid $70 every time they came out. Two different times I was told to clean it. For $70 the company should have cleaned it. I could have cleaned up myself without having to drop $70 but I didn't know that it needed to be clean because it was spitting out black stuff and soap granules all over my dishes. I continue to have problems with the dishwasher then finally the dishwasher leaked all over my kitchen floor. It cost over $7,000 in damages.Now my kitchen is destroyed. It has to be pretty much torn out and rebuilt from all the water damage. Landmark still refuses to replace the dishwasher. They want me to pay another $70 for repairman to come out and fix it. My insurance company is refusing to allow me to keep it because of all the damage Landmark is refusing to do anything unless I pay another $70. So on top of pan a monthly service fee for this warranty company and pan $70 at least four different times for this dishwasher I have to replace it out of pocket.I have an asthmatic child and a 17 month old in my house with holes drilled all through my cabinets to get rid of water for 4 days but yet this company still wants to come and repair it when they did nothing for me. The first time I started complaining about this dishwasher I was told to clean it. They will be reported to the Better Business Bureau. And I still have not had any phone calls from a supervisor or anything after my case has been reviewed and reviewed and reviewed several times. They should be embarrassed and ashamed.
Don't give them a dime of your money. They find EVERY reason possible to deny a claim and they take weeks/months to repair what they are obligated to. We went 5 weeks without air conditioning in the peak of summer in Texas and are now on day 8 without heat with below freezing temperatures.
Water Softener Repairs - Landmark sent a company that the unit needed to be replaced. Landmark told me "Hire a company that would do the repairs and would pay for everything." Landmark says they would not pay for the service call because they contract it, but Landmark told me to.
If I could give Landmark Home Warranty a star minus (-) I would. I have had 4 service calls to Landmark to repair my water dispenser and it has not been fixed (8-25-16, 2-18-17, 9-14-17, 11-20-17) again today 12-28-17 making 5 repair calls to repair one problem. Today when I called them back on the same problem they told me there would be another service call because there was a 30 period for warranty. It has been 8 days over the warranty period. It seems their repairs only last for about a month or a little more. I also, had a service call on my A/C unit. The Appliance repair company they sent came out and the first thing he said was he needed to see the outside unit and the upstairs unit. He went to the outside unit first and replaced the fan. Never went to the upstairs unit. Turned on the A/C and it blew cold air. He then left. About 4 hours later water started coming through my upstairs ceiling. I called them back. He showed up a couple of days later. The repairman said the A/C inside drain pan had a hole in it causing it to leak water on the ceiling. He also, said that he had to take the unit apart to find the hole in the pan. He showed us pictures of the inside drain pan with a hole and said it was our drain pan. My niece's husband has a A/C company and I asked him to check it out. He said the upstairs unit had never been opened. The original seal was intact. The repairman that Landmark sent out showed us pictures of someone else's A/C unit and just lied to us. It cost us $1,000 dollars to have our ceiling and wall repaired. Landmark did nothing about this. If the repairman had checked the upstairs unit he would have found that the coils had frozen. When they thawed there was a rush of water and overflowed the drain pan. Stay away from Landmark Warranty Company. They do nothing but send out incompetent people to work on your equipment. Apparently Landmark does not stand behind the people they hire to do work for them. After 4 or 5 service calls it looks like Landmark Warranty would put their thinking caps on and see there is a problem!Updated on 01/05/2018: As far as your reply on Jan 2, 2018... The ice maker assembly you did replace but the ice still would not come out. The container that holds the ice and the rotating mechanism that makes the ice come out was also broken which you would not replace. I paid around $400 to purchase the container that I had to order. So actually you did not repair it to working condition. You did half a job. September when you sent a repairman you said the repairman replaced the water line. The water line has never been replaced on our refrigerator. They replaced a temp. sensor. November when you sent a repairman you said the temp. sensor was burned out. The burnt out sensor was the same temp sensor that you had just replaced! As far as my A/C unit. The Unit has never been opened. So the repairman could not have see the coils and he could not have see a hole in the inside pan. THE UNIT WAS NEVER OPENED UP. It still had (and still does have) the original seals that were unbroken. There is no hole in the coils or pan! They could not have taken any photos of the inside unit because it was never opened (original seals still intact). We were showed photos of someone else's unit. Your repairmen are telling you they do things that they do not do! You say the same thing on just about every review. You should check into some of these reviews and quit saying the same thing. You might just learn something!
I purchased the warranty when I bought a house in March of 2017. So far, they have just paid for re-keying the house. Nine months later, the garage door started to make an unbearable, very loud screeching sound. We tried greasing the track, thinking it was the tracks. Did not work. Contacted Landmark, they told me who to call. The service guy came out, looked at it and said, "Wow, I've never seen one this old." He said there are no parts to fix the motor. He can't GET parts for it. No way to fix it. Landmark says unless it's BROKEN, not moving at all, they won't pay for it.There is something seriously broken with it, the service person cannot get parts to fix it, but it's still moving the door, just screeching like you wouldn't believe. Landmark says unless it's DEAD, even if it's making unbearable sounds, they are not paying. So we're stuck...either pay for it ourselves, or endure the unbearable sound until it really does stop, and who knows when that will be. Landmark is a rip-off. NEVER again will I buy another policy with them. I'm giving them a 2 star on customer service because they are at least quick to respond.
I found the service given to me by Landmark less than satisfactory as well as the vendor they sent out to service the air conditioner. In fact, very dissatisfied. When I called to have someone come out to check on the AC, I purchased a pre-season check. Two weeks after the system was pronounced all clear, it froze up at night. I called a private vendor who immediately saw that the drainage pipe was clogged. Two weeks later, I had to replace the entire system because the compressor was dead. I didn't want a partial repair that would get me a couple more years, which is what the vague answers offered by your representative implied I would get, so I had to foot the bill for an entirely new system. The first experience taught me that I could not trust you with the second experience. I can not recommend your warranty service.
I purchased a home warranty from Landmark and soon after moving in my hot water heater stopped working. Originally LHW sent out a contractor to repair it which was approved. I still didn't have a hot water when I returned and now LHW contractor is saying the unit needs to be replaced. I then get a call from LHW 4 days after my initial call indicating I need to provide my home inspection to them and then I have to wait until they decide what to do with my claim!1st I don't like the assumption that I'm providing false information. 2nd this requirement of providing a copy of my home inspection report was never mentioned in my initial call! 3rd this is THEIR contractor which they approved! This has now been 5 days and I still do not have hot water or any response from LHW outside of a bunch of bureaucratic red tape to delay a claim that is obviously covered in THEIR contract! At this point I'm a week into my new home and my warranty and I cannot recommend LHW to anyone given the service issues and constant delays I have received by LHW. The customer service reps were nice and accommodating but are given no power to make any decisions with dissatisfied customers.
I actually had 2 BAD experiences with Landmark. My first was when I requested someone come out because my pool motor was making a loud shrill when on... Landmark told me that they don't cover noises, then 2 days later the motor started leaking...they sent out DR ENTERPRISES to look at the claim, the report was turned into Landmark and they claim because it was leaking they were not covering the replacement of the motor. DON’T APPRECIATE them taking the contractor’s word over the customer that just shelled out 70.00 to put a band-aid and replace the seals instead of replacing the motor itself...like it was our fault that the item started leaking 2 days after reporting the loud shrill. We were told it was our responsibility to replace the motor at the tune of 250.00. Why do I have them to just tell me our contractor is correct and it's your fault the motor is leaking. Thanks for nothing.
I've had Landmark Home Warranty for a couple of years. I had no real claims the first year so very little claims experience. Now I had a hot water heater fail and I'm learning a lot about how they DON'T cover in this case. They sent their preferred plumber and charged me $70.00 to tell me my hot water heater was leaking and needs to be replaced. Duh! They gave me an estimate which includes an additional charge of $1225 for a total replacement cost, including service call of $1295.00. Landmark Home Warranty said they would not cover any code required upgrades because "those parts did not fail." Therefore, my out of pocket for the repair of the "covered hot water heater" is $695.00. The cost of the warranty is a little more than $600.00 a year for a total of $1295 for the year with my out of pocket repair cost. Mathematically, the value of the Landmark Home Warranty right now is ZERO! You do the math! I will not renew.
Landmark would not fix my air conditioning when their contract clearly said they would. I am a 100% disabled vet and suffered the heat wave we had here in June because of their breach of contract. I have talked to many homeowners and contractors who I have met and they say that it is common for home warranty companies to refuse items that are costly. I have filed a fraud complaint with the attorney general's office and have not heard back from them. I would like to see a class action happen.
New homeowner with Landmark Home Warranty. My family and I have been without hot water since 12/24 with no resolution from warranty company. One of the first items listed under home warranty policy is a hot water heater repair or replacement. Here we are day 5 no hot water or potential resolution from warranty company. We need help and to expose Landmark. We still have no electrical contractor assigned since 12/24 for a bad outlet and breaker on panel continuing to trip. All items are stated covered under warranty. Fire hazard!!!
Extremely dissatisfied with multiple issues and service calls with our new home and Landmark Home Warranty. Vendors that Landmark works with don't do their job correctly. Would not recommend to anyone. One vendor wanted 400 to cover a part for a refrigerator and come to find out the reason for the issue was ice build up. We would have been charged an additional 60 fee. They say they want your feedback - but they really don't.
We are now in a month long process of a denial on an AC claim that both professional contractors have told us should be covered by our home warranty. They claim the issue was preexisting and the both companies have said that the issue is not. We have not had to replace the AC on our own dime and are pursuing reimbursement.
Home Warranty was required with purchase of Home that was built in 2005. Moved in in December, turned on Air Conditioning, in June was blowing hot air. Called warranty company to see what was wrong. Technician said only R22 refrigerant was low. Recharged system and only cooled house somewhat. Had separate technician come out and said that Leaking Coil could not be repaired and Compressor would need to be replaced. Called home Warranty. Company said that they had already fixed problem. This Company is a sham and does not replace broken or parts. DO NOT USE THIS COMPANY OR YOU WILL BE RIPPED OFF. P.S. They rarely answer their phone. I had to call 5 times to finally catch someone.
The gas control valve went out on my water heater after being in the house for 2 months. It took 3 weeks and 3 phone calls on my part to finally get a response. They denied the repair because it was "pre-existing" but still collected their service call fee. Thankfully, my house has 2 water heaters. I called for an explanation because I know for a fact that it had been working when I moved in (we do prefer hot showers in December.) I was told my gas control valve broke because my water heater was old and that is considered "pre-existing". I mentioned that age is not listed as an exclusion. Their response "but knobs are excluded (long pause) and a water heater gas control valve does (strong emphasis) have a knob." (touché) I asked about my advantage plan "No Fault Coverage" and was told that since my home inspection said my water heater was old, it was my fault it broke. In the end, it was worth paying a $75 admin fee just to get rid of my Landmark Home Warranty.
Let's talk about a Pest Control claim I opened where the contractor NEVER called me after multiple messages- the contractor is REDPOINT PEST CONTROL. The claim somehow either got cancelled or closed and I never got refunded my $65 service fee. This claim was opened July 2017 and I'm still waiting for my refund...and the issue was never resolved.
Now let's talk about how Landmark is letting me and my family go 5 days without a water heater...in fact, they allegedly marked my claim as urgent yet Landmark has some type of HOLD on the tank. The contractor is literally there at the store with the work order to pick up my water heater but the store, FERGUSON, is not releasing the heater to the contractor because.....I don't know why.... It's 4:32pm and the contractor called me at 3:45 letting me know and trying to find out. So next, NO ONE at Landmark actually leaves their direct extension, so imagine trying to reach someone...you spend a half hour on hold before someone picks up. Only to be told that the problem is within the PARTS DEPARTMENT and ....oh guess what? THEY'RE CLOSED NOW!!! So the Claims department can't do anything. I was just told that they could do nothing further but refund my service fee and wait to get my water heater tomorrow- which would be DAY 5!!! The contractor said there must be some accounting issue so NOTHING from Landmark is being released by the store, Ferguson. This isn't even mentioning the amount of water all over my garage. AT LEAST Landmark was able to send a referral for restoration...they came on Wednesday- 2 days after I submitted claim- and arrived per the contractor's diagnosis. Luckily, my home owners insurance will cover the water damage.
So thank you Landmark, for absolutely nothing. I will be dropping you as soon as this matter is all over!
We have had multiple problems with our AC unit over the past 2 years and every work order ends up being a battle to get the repair done. Could not possibly type every detail of our last issue but in a nutshell the most recent problem left us without AC for about 4 out of a 6 week period, in Texas when we were in the high '90s and triple digits, and first tried to tell me that it's normal for Freon to leak out of systems and it not be due to a leak - wrong. Told me I needed a r410a Freon conversion kit that was not need as my unit was already r410a. Next they said I was required to replace all the copper piping in my home for an ungodly amount of money that was not needed according to the leak check they made me run - ended up not having to after I pointed that out to them.Could not get a hold of their vendor for multiple days. Made tons of excuses for why no one seemed to ever be on the same page EVER. When they finally did approve the replacement of the outdoor unit (after making us jump through a 100 hoops) didn't order the unit like they told me they did on the phone that ended up causing us to be another week without AC. After install they said they had installed a friction pad under the unit instead of securing it to the pad. They had not and it took another week to get that installed. I easily spend 80-100 hours on the phone for this one issue. After the install and some other problems they told me that if their contractor had installed it incorrectly that they would not cover it due to a clause in the contract - yes THEIR VENDOR!!! Do yourself a favor and just go with anyone else.
Don't ever waste your time doing business with this Home Warranty company. I went with them based on a recommendation from a friend, and I won't be taking recommendations from that friend again anytime soon.
I put in a service call for a water heater on Wednesday. I was told the contractor (let's call him Contractor #1) would reach out between 3-5 hours. No call happened.
On Thursday, I get a text telling me that Contractor #1 would be out somewhere between 9am and 6pm, as if a nine hour window was acceptable. I took the day off work and waited. Then I get a second text message telling me my appointment was canceled. Landmark picked a contractor in the wrong end of town and they don't service my area.
After much arguing, Landmark books Contractor #2 to come out on Friday between 10am and 2pm, a much more reasonable time frame. I confirm availability and take a second day off from work to accommodate this issue.
On Friday, I missed a call from an unknown number. I check the voicemail and immediately call back. It's "Mike" from Contractor #2. He called to reconfirm the appointment that was already confirmed, but left immediately after I didn't answer the phone?! He never came to my door, and claimed he couldn't come back.
Landmark was not able to schedule another appointment until Monday after two of their appointed contractors failed to show. With my wife having the flu, her elderly mother living with us, and a cold front coming in, I was looking at having to rent a hotel room just to get us hot showers for the first time in several nights.
I ended up calling a local plumber, who came out in one hour and had the problem diagnosed within an additional 15 minutes. He was able to get hot water restored temporarily and walked us through the rest of what needed to be done. His charge is market price.
Of course, as many other Yelper's have commented, they have denied my claim now because I went to a plumber who wasn't covered under their contractor agreements. It's okay to put someone through hell, make them wait 9 hours for a contractor not to show, have a contractor completely skip an appointment, and tell someone that they have to wait until Monday for service that should have been restored days prior, but it's not okay to pay a third party plumber when your own team simply can't get the job done.
UPDATE: We were told today the new tank would be installed tonight between 4-7 pm. NOOOOOOOPE!!!!! The plumbing contractor called to let us know that the supply store could not release the hot water heater because there was an accounting problem with LANDMARK OF COURSE!!!!! So tomorrow (Friday) is day 5 with no hot water. None of us have had a shower since Monday, when we initiated the claim. Notice how Tiffany Nguyen only gave me her email and not her direct line.(Check your inbox Tiffany). Obviously "Customer Service" is something this company doesn't really give a damn about. I'm definitely going to be giving the Better Business Bureau a call over these clowns.
Service was worthless. They contract with shady appliance repair folks and then sent me a message saying they were dropping me due to a flashing issue with my siding that was existing when I bought the house and they covered me.
I told them to get ahead and drop it. Working with them has been one of the most frustrating things about buying a new home.
Landmark sucks. I paid my annual fee and the first time I called for a service call, they said that my contract had expired. I had to find my visa bill, scan it and do the work to prove to them I paid my annual fee. tonight, I have a leak in my ceiling (burst pipe) and I called for their emergency (24 hour guarantee) and they have told me again that my contract has expired (when it doesn't expire until 4/18). They will not open a service call without the business office verifying I have a contract. I have the visa statement, I have the contract number, I have all the proof that I paid my annual fee and they will not help me. This company does not do anything to help. they are the WORST. I have paid two years in a row $400; and each time they find a way to tell me I don't have an active account. I would never recommend them.
When you buy a "warranty" you would think the turn around time would be stellar. Nope! Buyer beware to include title/real estate firms.
One minute they will deny your claim and the next you add some legal pressure and they will cover pennies on the dollar.
Landmark wants to seem like they are the cream of the crop. Well this firm cannot seem to get it together.
I have found I cannot count on this company however USAA adds a human factor and will always be my first call.
Cost v benefit? It's more cost monetarily and stress than the benefit.
I will be reporting this company to the Better Business Bureau. Absolute worst company I have ever dealt with, poor customer service, and so unprofessional. Called two weeks ago about our tankless water heater going out, two weeks later and the problem is still not resolved. They sent a plumber out that didn't even know we had a tankless water heater and he told me he had no knowledge of how to fix them. He said we would probably just need to replace the whole thing. When following up with Landmark, after a few days, since they have the worst communication, they said they are waiting for the part that needs to be replaced from the plumber, obviously the plumber isn't going to know that since he didn't even open it up, because he didn't know how to. A week went by and they are now sending out the same plumber in a few days. Called last night because we now have dirt coming out of our faucets, according to Landmark that is not an emergency because we still have water. Even though I'm pregnant and that is extremely harmful. They said we would still have to wait for our scheduled plumber in the next few days. When asking to talk to a supervisor, their staff always replies, "Sure, but they will say the same thing to you." Can't even begin with how unprofessional these people are. So here we are going on three weeks and still no hot water. This company is a complete fraud that steals your money, and does not help with anything.
So first of all our hot water heater starts leaking. We call Landmark and they give us the run around about how they may or may not cover it because of all these loop wholes. So I agree to pay the $60 for them to send out a contractor to diagnose the problem.
They then assign it to a contractor who is no longer in business here. After that they assign it to a contractor who won't work on water heaters for them because that isn't one of the services they are contracted to do for Landmark. I call them back and explain to them what they did and they act all surprised about it like they had no idea what their contract agreements were with their contractors and they had no idea the other one closed down like a year ago.
At this point its already been more than 24 hours and nothing is scheduled and my water heater is dumping water all over my floor. They tell me I need to give them an additional 24 hours to find a new contractor and then another 5 business hours for that contractor to set up a time for us at a later date. Meaning sometimes late in the week or the next week...
That doesn't work because I'll obviously have a significant amount of water damage by then. I tell them this and they tell me to unhook the water supply from the water heater and completely drain it... Um, what? I'm not a plumber. I have no business trying to mess around with one of those things. So i tell them I'm not comfortable with doing that.
I tell them I found a plumber that could be here Wednesday to fix the problem. They tell me "okay well if you do that we aren't paying for it." Fine. Whatever. So they refund me my $60 and close the case. I hire my own plumber and $350 later my husband is pissed.
He calls landmark and wants to know what the point in having a home warranty is if they aren't going to do anything for us. He was expecting them to give some sort of explanation as to why they were being so difficult and hopefully offer to help in some way.
The manager then tells him oh well we won't cover anything in your house that the previous owners had. It has to be all things that you yourself put in the house. So basically the water heater and the fridge and whatever else happens to be in the house when we bought it won't be covered because the previous owners owned them and its possible that they are having issues because of the way the previous owners treated them.
That makes no sense for one. Then the manager tells my husband that the first contractor is in business and the second one would work on the water heater and he doesn't know what we are talking about. Uhh no. I called and confirmed with the second company and they could not do it. I also looked into the first one and called the number and it was disconnected and there was no evidence of them being in business for at least a year.
I am totally convinced that this company will say anything they need to to avoid having to actually help their customers. We heard different stories from almost every employee we spoke to. It is clear that this is a tactic they use to get the customers to drop it so they don't have to pay out any money.
Save your money. Your better off paying for all your stuff out of pocket then you are trying to deal with these guys.
I think this company is a scam. I called about a light switch that was getting hot and they said they would not cover it unless it is completely broken. The fact that its getting hot means its BROKEN and needs repair. Also, on the plan that shows coverage it says under electrical "wiring, plugs, switches, and fans" ARE covered. They are making false and misleading representations by telling consumers that electrical is covered but then when you call to get someone they tell you its not covered.
They also did not cover an hvac leak I had in the air handler which is an extremely common issue. I had over 1,000 in repairs because it messed up my ceiling and landmark did not cover the condensation leak. Not only did not they not cover the repair, they still kept my 70.00 service fee. The supervisor Kent said he could not refund me the service fee, way to show your customers that they matter to you.
This is a complete waste of money.
DO NOT BUY! HORRIBLE SERVICE AND EVEN WORSE COMMUNICATION.
I have a plumbing leak occur at my home that I have owned for 2 months so I contacted Landmark. NB Plumbing was contracted and sent a nice young kid to come look at the leak. He was going to seal up the seams on my sewer line and the pipe that drained the tub. This however was a very incorrect diagnosis of the problem. I felt entirely uncomfortable and asked him to leave. Meanwhile my sewer line continued to leak and my pipe for my shower did as well. So I stopped all usage of the only bathroom in my home for 8 days.
I paid a pretty decent amount of money for a home warranty and I am left paying for a sewer line with a crack and plumbing to the bathroom tub with a leak. I also paid $60 dollars for an incorrect diagnosis and a potential furthering of a serious problem. I find this unacceptable as a consumer of your home warranty.
I purchased a home warranty in case something of this nature occurred and it did. I thought with purchasing the $500 dollar plan, the most extensive and expensive plan I would have piece of mind. Unfortunately, that is not the case. I am greatly disappointed in Landmark Home Warranty.
I usually give companies the benefit of the doubt and am not one to complain, but nothing has been resolved and I am left paying for a warranty that doesn't cover anything and a house I can't currently live in. By the way no one has contacted me to help resolve the problem.
We had our second claim this weekend--both have had extremely disappointing results (our AC unit went out on the hottest week of the year). We submitted a claim per their instructions and did not hear back from them until 2 days later (despite numerous emails and phone calls). They eventually sent an out of town company that could only meet us on certain days because of their travel distance. I am not seeing the sense of urgency or customer dedication I would expect to see with a local company who would like to grow their business.
Also, our first repair (garage door) took 8 weeks to resolve. Landmark refused to accept responsibility of a piece of equipment their technician broke at our house. Recommend you look for a more reputable national home warranty provider.
This morning my water heater exploded, spewing water everywhere. Upon buying their service, one of the items they highlighted was their emergency services able to cover emergencies on the weekends, when I called they said that no contracts are available until the middle of next week!!!! What happened to the emergency service option? I will be letting all of my Realator friends and home-buying friends know to definitely use another home warranty service.
Update: after being hung up on twice I finally spoke to a manager: Madison. She told me that the "emergency service" means that they will put k. A request for service within 24 hours, but it can take up to 2 weeks for service.
Don't throw your money away! I had an emergency gas leak under my house. I had no heat nor hot water. There wasn't a contractor in my area and for them to try to find one to contract with was going to take several days. My claims specialist was so unapologetic about the whole situation. Even after I told him he still would not be kind, helpful or sorry. Grrrr and Brrr
Elise, I sent Candice an email early last week but there was no response.
Landmark sent a contractor with poor Yelp reviews. When I called to ask why, I was told that this contractor had excellent ratings with Landmark insureds. When I asked if the rep had personally seen those reviews, I was again put on hold. When I asked if I could see the reviews, I was told "no." The plumber reports that, in addition to the $100 service call, I have to spend another $90 because the pan and the flex line are not covered. I don't have a problem with the pan but the flex line is part of the system and the contractor will not replace the unit unless the flex line is replaced, as well. Landmark says no coverage because the line did not fail. If a line cannot be reused, it is tantamount to a failure.
Also, Landmark was all too eager to open a ticket with a remediation contractor whose services are not covered, either. Something tells me that Landmark gets a kickback for sending its insureds off to remediation contractors who, not atypically, are far from ethical. My AC repair guy is probably right- as a general rule, these warranties are not worth what we are paying for them. I thought that Landmark was better than the rest. I was wrong.
If I could give this company less than zero I would. Easy to file your claim online, which goes into the black hole of nothingness. You can call them, but hopefully you are never in a hurry for a repair, as it takes them weeks to find a contractor. Last two times I've been told to get my own estimate and send it in. Then, they will not pay the full amount, nor refund my $70 fee...which by the way, HAS to be paid up front now at the time of filing the claim.
Save yourself the time and headache and just put money aside to be prepared for things that go wrong and need fixed. These people are NOT worth your money, or time.
I have tried to use my warranty twice now. The first time the contractor never showed up or called. So I hired someone myself to do a furnace tune up (which BTW was 30$ vs the 60$ fee you pay when you use your warranty). So the person I pay says the furnace is toast, releasing carbon monoxide and is dangerous. They give me a quote and I call Landmark who tells me I cannot use that repair company because they aren't contracted with Landmark. So they send another company out to look at it and they say "yup, its toast... But we can't fix it because it's still under manufacture warranty and we aren't licensed to do work on this brand."
So they send ANOTHER company out who says, ya its toast... Well go through your manufacturer to use your warranty and get a new one.". So I wait, and wait. They finally call and say its ready to be installed. So the day comes and no one shows up, or calls. No one answers the phone. I took the day off to get this done.
I call Landmark, and all day long I get a message that there's something wrong with their phone system. When I finally got through the said they'd call the Contractor but doesn't sound like much more is happening.
So! Its been 6 weeks now,.I have not had a working furnace, and the contractor Landmark sent has my manufacturer replaced furnace and never showed up to my house, won't answer the phone, and won't return my calls.
Don't even consider buying a warranty through this place.
Come on Elise, LHW gets one positive review from Russ P. and it is "honest"? I too have been ripped off by the bottom feeders at landmark. After several attempts to have landmark stand by their "warranty" only to be advised my plumbing woes and the defective fireplace are not covered. It finally got to the point that I demanded a refund from LHW. Not a problem (for landmark) as the refund will be pro-rated for the three months of "service" and then I will be charged a $75.00 cancellation fee. There needs to be a CLASS ACTION SUIT against these vultures.
If you don't believe all of the disparaging reviews on YELP. I invite you to the BBB website. Out of 314 reviews 303 are negative. How is Elise going to spin that statistic?
Back in September 2016, my soon-to-be wife and I so excited to finally put our days of renting behind us. Of course, the process of buying a home, particularly your first, is long and frustrating, but we got through it and now own a beautiful 2,000 square foot home in the northern part of San Antonio, Texas. During the process, we had a home inspection done back at the end of July. In it, we discovered that the air conditioning unit was dirty and it was recommended that we have service done. As part of the settlement with the sellers, we asked they handle the cleaning. They did so back on July 27, 2016.
On June 8, 2017, in the middle of a very hot Texas summer, our air conditioning unit went out. Not owning a home before, I did some research and while there are things I could consider (like seeing if replacing a capacitor was a necessity), I didn't feel 100% comfortable doing maintenance on something as complex and important as our air conditioner. My wife and I then recalled that as part of our home purchase, we had a home warranty. We searched for our information and found the company's name was Landmark Home Warranty. We hoped they would be able to fix the problem quickly.
We filed a claim online and my wife called them early the next morning in order to make certain the ball was rolling, We provided additional needed information and were charged $70 to start the process of finding a contractor to do the work. The search didn't take long, because the moment we were charged, we received an email stating that a company had been chosen "based on their quality scores, speed of service and proximity to [our] home."
I won't get into a ton of detail regarding our contractor. We've already posted negative reviews regarding them. But I find it interesting that a company who has been around for less than a year can have any real "quality scores." I'll get more into their "quality" later. I can't really speak to the proximity of our home, but regarding "speed of service?" Granted, this process was started on a Thursday evening but when it's hot in Texas, time is of the essence, when you're not able to get them out until the following Monday, you start to wonder.
The contractor gave us this diagnosis: "Found blocked evaporator coil. Compressor is getting hot and switching into thermal overload. attempted to help compressor with start assist kit and it wouldn't help. Unit has not been maintained, Unit failed from lack of maintenance." While the contractor promised me he would send the diagnosis to the warranty company that evening, he waited until the morning. Not really keeping up on that "speed of service" thing, are we? And certainly, I was questioning the "quality" at this point too. The contractor was more than happy to sell me a new air conditioning unit at the price he would charge Landmark. That would cost us thousands of dollars.
It took until Friday, June 16 to receive an email and call from Landmark, formally telling us our claim had been denied. The denial email stated that "because the failure above was caused by lack of maintenance, Landmark will not be able to provide coverage at this point in time" and that according to our contract, section D, paragraph 3, "repairs or replacement required as a result of failure to clean or maintain, according to manufacturer specifications."
While I researched the manufacturer's specifications, my wife was told over the phone that Landmark sees proper maintenance as being quarterly and that the coils should be cleaned at that point. That seems a little much.
I, however, was having better luck with the manufacturer's maintenance specifications. I managed to find a service manual for our air conditioning unit. In it, it stated that coils needed to be cleaned annually. Remember when I said that the previous owners had the unit maintained back on July 27, 2016? We filed the claim on June 8, 2017. We had 42 days still within manufacturer's suggested maintenance cycle.
Landmark called us the next day, Saturday, June 17, 2017 to tell us our claim had been reopened, pending verification of the new information as presented.
On Monday, June 19, 2017 to another phone call from Landmark that informed us our claim had been denied again, and that the people who worked on it in July 2016 and Landmark's own contractor suggesting that we had not replaced our filters regularly. We were livid. We I personally checked the filters monthly and changed them probably once a quarter, depending on the dust buildup. On that note, we threatened legal action. Of course we replaced our filters!
To make a long story a little shorter, we got a second opinion and it ended up being a blown capacitor that took the unit down. It was dirty and we got it cleaned up for far less than Landmark or their service provider wanted to do it for.
The moral of this story is simple: Do not buy home warranties. But if you must, most definitely do not buy from Landmark.