Landmark Home Warranty

Lucky for me this home warranty was paid for by the seller of my house. The air conditioner took 11 days to get repaired because Landmark delayed four days in ordering the replacement parts. Additionally, the vendor they chose would not do the repair without a $ 170 modification to add a filter to the system, a repair which took just 15 minutes of the entire repair time (80 minutes) and which Landmark excluded from coverage. Landmark would not intercede with the vendor which has the appearance and this tactic smells of padding the bill so the vendor received more money than they would have otherwise been paid under the warranty. Shame on Landmark for dropping the ball. I can’t wait until they try to get me to continue the warranty when it expires. They’ll get a big, fat NO!

My experience with Landmark…10 days to fix AC in Texas June heat… out $ 500 in hotel expense they will not reimburse. So says Madison who is the supervisor. Isn’t there better quality out there? Wish I didn’t have to give a ‘star’ for this review

Sure wish I had looked at Unilocal before choosing these guys. They are incompetent, inconsistent, and non-​communicative. And I’ve only had one real experience with them … which has dragged on for 5 days now, still with no contractor assigned to us – at least, not one that actually services our area. NEVER AGAIN!!!
FULL STORY:
I’ve never bought a home warranty before and probably wouldn’t have this time except the sellers of the house we bought included $ 750 in the contract towards a warranty, and the inspector told us that although things were in good shape, major things like water heater, HVAC, and roof would need replacing in the next few years. So we paid about $ 500 ourselves to get 2 years of coverage (hoping those major systems would go out while we’re covered!).
None of those have failed, but after a month in the house, we discovered two pipes leaking under the house and a growing wet spot on the outside of the house.
2 week prior to that, we discovered a non-​functioning shower head, so I called Landmark, who told me fixtures weren’t covered (fair enough), and the woman volunteered to look up a plumber in my area they use to recommend. She gave me the name, Ace Plumbing, located in my very small town, and phone number. I called, they came right away, took care of it and something else, and were fabulous.
So last week, Thursday midday, we call about the leaking pipes. LHW: «Oh, yes, that will be covered.» Friday at 6pm, I receive an email saying Eagle Plumbing in a much larger town 60 miles away has been contracted. By noon Monday — 4+ days after we discovered the leaks — I hadn’t heard anything, so I called Eagle. THEY DO NOT SERVICE OUR AREA! AND, he said he immediately called LHW after receiving their request to tell them so.
I called them back. The operator had to «pass it up» to her supervisor to find someone in our area — why, I don’t know. I told her about Ace, that I got their number FROM LHW.
Tuesday, I get a voice mail and email saying they’ve denied our claim (after having first attempted to contract someone who doesn’t work in our area) due to pre-​existing known conditions, b/​c our inspection report said the plumbing installation had been «amateur» and excessive weight/​pressure could cause problems.
I called back. After waiting on hold for half an hour, I asked HOW they could possibly know that the problems were due to what the report identified WHEN NO ONE HAD BEEN OUT TO EVEN ACCES WHAT THE PROBLEM **IS,** LET ALONE ITS CAUSE!!!
I’m put on hold again. Wendy comes back and explains that even tho repair might not be covered, they will send a contractor out to determine whether it’s covered. I again told her about Ace. SHE COULDN’T FIND THEM IN HER SYSTEM!!! I gave her the name, address, phone number, and nothing. I never even googled these guys — I got all their info from LHW, so how, 2−½ weeks later, are they not in the system?!
Again, Wendy has to pass things up to a supervisor. I asked 3 times how long this would take, b/​c it seems like it might be a serious problem, floors shifting, etc., and each time, she responded with the same stock scripted answer — bottom line, she couldn’t say. She finally agreed to mark it «urgent.»
It is now 1:30 Wednesday afternoon. I called Wendy’s extension 30 minutes ago and got voice mail. She has not returned my call.
I’m about to write off the $ 500 we threw at Landmark and call Ace just so we can get our freaking house repaired before more serious damage is done!
NEVER AGAIN!!!

You’ve guessed it another bad Landmark review.
Having A/​C issues like most of the people on the other reviews. My claim was denied, even though that on my Home Inspection report A/​C showed working properly.
This is my first experience with Home Warranties and I just think they are a load of bull. You pay a $ 60 dollar deductible for the Tech to come to your home and look nice and then tell you that your repair is not covered.
Then you get a call from Landmark so they can shove it in your face. I don’t even think I should call if any other issue comes up with my home.
It is up to you if you want to buy a home warranty or not, but I personally think it is just a waste of money and time.

AVOID THEM LIKE THE PLAGUE…
15 One star Reviews = A Very Shady Business (Count them)
If there was an option for — 5 stars that is what I would give them
My wife and I purchased a Deluxe Member policy the first week we moved into our home. The inspection report provided to us did not indicate that the internal blower fan was inoperable or broken in any way shape or form. The AC Unit was in need of a tune up and cleaning of the outside unit but other than that the unit was working properly.
The second week in our home the Blower Fan died… not surprising as the AC is 18 years old. Landmark was happy to send a tech out to start investigating… Once the tech began repairs to replace the blower fan we were then advised after the installation of the fan that it wouldn’t be covered… how convenient.
Note, The internal fan blower that broke was not even listed on our inspection report as being broken or inoperable in any way that would warrant it as being «pre-​existing».
Landmark Supervisor Carr Elisora made the seemingly broad jump to the conclusion that somehow since the external fins and ventilation were dirty, that equated to the same thing as the blower fan being broken.
The only thing broken was the logic and customer service with LandMark Home Warranty and their convenient maneuvers to pick and choose from your policy what is «covered» and what is «pre-​existing.»
I canceled my contract and took my business elsewhere. Apparently $ 500.00 was worth Land Mark Home Warranty Screwing a new customer, and ignoring that $ 500.00 in the short term would not have been a drop in the bucket on a policy that would have kept for 30 years.
This small company is small for a reason and can’t compete with Enterprise Level Home Warranty Companies because they are more interested in pinching every penny, and fraudulently screwing customers out of contract agreements rather than providing exceptional customer service and integrity to fulfill contract responsibilities.
Lesson Learned…

I am extremely frustrated in the level and quality of service we have received in attempting to have our AC units repaired. Here is our situation:
1. I submitted an on line claim last Friday bc two AC units were not functioning. Landmark sent out a repair company the following Monday which was an acceptable time frame.
2. The technician arrived in a trans-​am — no AC van, no tools or parts, he completed an assessment of both systems and confirmed they were not working but only after I had to pay $ 80 for each unit to detect leaks. Leaks that would be covered if they exist but warranty doesn’t cover the test for those leaks — this was my first clue that something was amiss with the warranty company.
3. I then receive a call from the AC Company that they need to come back with a «Senior Technician» and check the assessment that the other technician did. A «Senior Technician» came on Wednesday (in a van, with parts and tools) and said he fixed one of the units by repairing a large leak on the outside unit. I questioned this because the other technician told me that detected leaks on the evaporator coils as well, but the unit was cooling so I believed him that it was fixed. Well then, I came home the following day and the unit was not cooling.
4. So then, I receive a message yesterday, that I need to pay $ 500 to proceed with the claim. The message didn’t state what the repair is – is it replacement or repair? Will the repair last longer than 24 hours? Nowhere in my contract does it state that I have to pay additional money for repairs but instead says it is designed to protect me from unexpected repair costs — how is $ 500 expected?
5. The facts are simple, when we purchased the house in July the air conditioning units were functioning. Now they are not — one is in fact completely dismantled in my attic and the other supposedly fixed but then not functional 24 hours later. The units need to be restored to working order or replaced.
6. So I have tried to call again this morning and now the phones for Landmark are not functional — either you are disconnected or you get a message that says «Your call has been answered by a VIA IP office, extension… record at the tone.» So then I call the AC Company to see if they can come back out to look at the unit that was supposedly repaired on Wednesday but then broke on Thursday 24 hours later. Their response was that the AC Unit was functional when the technician left, so now I have to contact Landmark again to request another service call — I imagine they will request another $ 60 for that service call.
7. So now, THE BOTTOM LINE — it is one week later I have paid $ 60 for the service call, $ 160 for the leak detection test that they didn’t even use to properly repair the unit. One AC unit that was supposedly repaired is no longer working. The other AC unit is completely dismantled in our attic — why is it acceptable to leave without the work being completed? Is that really how your warranty company services their customers? I am out of pocket $ 220 and NOTHING has been repaired (Oh and they now want another $ 500) What is going on with this company?
Good luck to you if you decide to go with this company! I will repost here if I get any resolution.
Julie Albright
Claim number 456 178

I’ve been incredibly impressed with Landmark. Setting up appointments is very easy and can be done online; which I really like. So far, I have had the house re-​keyed and have placed a service call with the HVAC, Both companies that have come out have been incredibly professional and on time. I think Landmark has done a great job picking out service professionals and creating and easy and efficient customer experience.

I’ll add my voice to the negative reviews. Terrible customer service, totally nonresponsive to customer complaints. Do not use this company.

I wish I had read these reviews sooner. Working with Landmark is a nightmare!!! They have denied the past 2 claims I’ve submitted, both for a parts that are explicitly listed as «covered» in my contract. Apparently there is no manager to speak to if you have a problem either, and if you ask to be put on hold while they find someone to help you the representative is supposed to be rude and hang up on you! What a horrible lack of customer service! I will be canceling my warranty ASAP!!! It’s much more of a headache to deal with Landmark than to just find local repair professionals.
Update ⁴⁄₂₀₁₆
RUN!!! Do NOT do business with these lying, unethical people! They will not fulfill their contract and will leave you with expensive repairs. I have complained to the BBB and am speaking to an attorney about my issues with Landmark. Save yourself the fight and RUN!

Wish I could give negative stars. Our A/​C condenser went out last week. When they finally got around to replacing it, the condenser won’t work with our home due to «the lines being too small». They approved a repair that won’t even work at our home! The Ac can’t function and they are trying to claim that the correct lines to work with the part they installed isn’t their problem and is considered an upgrade. I’m sorry but if you installed a part and it doesn’t work with the current system you installed the wrong part. I can’t use my A/​C now even after the repair. This company is the worst and I recommend that no one signs a contract with these crooks.

Over 3,500.00 in unpaid invoices doing business with this company. I would do your research before signing any contracts with Landmark. And yes, we are still waiting to «hear back» from
Kayedee Early | Contractor Relations | Landmark Home Warranty and
Kristen Bullock | Public Affairs | Landmark Home Warranty
on the «payment status». «We are working on it» just doesn’t cut it anymore. Its been LONG over due! They’ll fix your problem but screw over the contractor working on it.

Please save your money. If something is broken, they will fix it. If it’s broken beyond repair, you’re out of luck. They gave me the run around for 3 weeks for my refrigerator, denied my claim twice (even though my refrigerator was damaged beyond repair by one of their technicians.) The second technician called in that it was to be replaced but, and of course, they gave me the run around and denied my claim. They burned my fridge and messed up the freon line. They sent a third repair person to «check it out» and not only did he not listen to what I was saying and to look at the damage, he was rude to me. The third repair company is called A-​OK located out of San Antonio. They hung up on me the last time I spoke to them. They obviously don’t care that now I have to spend money on a fridge, the one that they broke. Terrible customer service, worse company.

Horrible service. HORRIBLE.
We had our toilets and shower stop working on a thursday after business hours. I put in the claim and they sent an email that I can call if it’s an emergency, or if we can wait until the next day, they would follow up then. I wasn’t sure if it constituted an «emergency», but a toilet was flooding one of the bathrooms so I gave them a call. They informed me that it wasn’t a life threatening emergency, so they couldn’t send anyone out that night. Ok, lame. They did set up an appt for a plumber to come out the next day.
Friday, a contractor came by but didn’t have the right equipment so they sent someone else from their company later. The second guy snaked the drain but said he could tell the problem wasn’t really fixed and he wanted to run a camera to find the cause. He asked which company our warranty was with and when I told him landmark, he said they probably wouldn’t pay for it. Anyway, our toilets worked again for one day.
Since the problem started again on the weekend, Landmark wouldn’t help until Monday. Monday morning, I still didn’t hear from them, so I gave them a call and was assured the agent assigned to my claim had been «going back and forth» with the plumber all morning, but they would make sure she called me back when she found out what they would do next.
FIVE HOURS LATER, at 4pm, I call again. This time they tell me they only cover one snake per year and there was basically nothing else they would do for us. I expressed my extreme frustration that I had waited all day and nobody called me so I could have someone come out and fix our problem on my own. The person on the phone was apologetic and assured me they would use this «teaching opportunity» to speak with the person. Uh, I don’t give a flying frick that you’re going to tell your agent to do a better job next time. Since it was the end of the business day, I wasn’t able to get an appt with a plumber until the day after next. YOU’RE THE WORST, LANDMARK. If you value your customers, you would make this right.

Terrible. Won’t return phone calls or emails. Hires crappy, lazy vendors and they seem to be COMPLETELY ok with that. Please call SOMEONE ELSE if you need your home taken care of. They answer the phone with, «…how can I make your day better?» Try this on for size: why don’t you actually do your job? Electrician told me my ceiling fan needed to have weights attached to blades to make it spin better? Plumber had NEVER fixed a jacuzzi tub before and left dumbfounded and hot tub/​spa coverage is a myth. It’s been two weeks, unfixed after paying my fee. What’s the point of treating people this way? You take my money but then act like I’m high maintenance? Guess what, if it was fixed, you wouldn’t be hearing from me and my review would be much better. Connect the dots people!

I have this home warranty now for 2 years. I used it for re-​key and furnace maintenance. Both these services cost a 60.00 home visit. I priced them without using the warranty and they were ¹⁄₃ or more higher than the 60.00 house call. Finally had a larger issue just recently, a water heater went out. It was 25 years old and I was uneasy that the warranty wouldn’t cover. I called the 1 – 800 number and had a tech out the next day. The water heater was completely covered minus the 60.00 house call. I would say I’m even now paying two years on the warranty so far. I’ll probably renew for a 3^rd year because it makes financial sense with my older furnace/​ac.

After speaking to Kristin things are looking better. They have doubled the appalling original settlement offer and are processing my refund as we speak. The end result is acceptable, the work to get here… not so much. I greatly appreciate the fact that they did reach out to make things right, but wish we had never been put in the position to begin with. I was also informed that the contractor they were assigning me to is not longer contracted with them. Maybe that will help. Hopefully this was a learning experience for them and things will go better for the next person that calls in a claim.

I wish there was a negative 5 star here. one word: AWFUL. DO NOT USE this company!!! They do not do their job AT ALL.
Summary of my nightmare is that our hot water tank had a leak (flooded our basement), but NO ONE called us back ever and they did not care to check on us at all. We ended up finding a company to fix the tubes and install a new hot water tank. About 3 weeks later, the contractor called us back asking if we were still interested in fixing the problem!!! N
Here is the details of the nightmare:

I called on Wednesday morning around 7:00 am on the 18^th to let them know that we had a leak from hot water tank and our garage was flooded. Landmark told me that I am not in the contract agreement (only my husband is), therefore, my husband needs to call them back and add me. I was surprised by this as I was the one who called to re-​key our door when we moved in to the house and I was the one who called regarding a roof issue which they did not cover. But i was not upset and just told my husband to call Landmark. My husband called them around 9:00 am and he was told that one company to call him back to schedule. The company did not call him, so he called them. The company said they will come on the same day: Wednesday. Around 5:00 pm, no call and no show. My husband called the company and they said they cannot make it today and MAYBE they can come on Friday. We were not happy the fact they did not call us to let us know that they cannot make it and we wanted to have hot water ASAP as we have 2 babies and 1 old person in our house. So we called Landmark to complain. Landmark said they will find another company for us and call us back. No call.
Next day, I called Landmark in the morning and I was told that our claim has been moved to a different department to find a new company. The lady does not know what is going on, so she said she will find out and call us back. NO CALL. I called again in the evening. I was told that they are waiting for their boss is approve to use a new company, so they will call us back by 7:00 pm. NO CALL. I called again next morning (Friday), complaining that we have no hot water and need it before the weekend. I was told that they found a company and they will give us a call. The company did not call us, so I called them and left a message. NO CALL. I called Landmark again in the afternoon (I was on hold 20 to 45 min each time i called) asking them to call the company and asked them to confirm that the company is coming today to at least look at the hot water tank (Friday). I was told that they cannot come till Tuesday. At this point, i was upset. I asked to speak to the manager. The lady said that there is no way to transfer the call to her manager and she said she promises that her manager will call me back within 3 hours and wave $ 60 fees. NO CALL!!! At this point, I googled the pluming company and found one company, which can come on the same day. The company I found came in 2 hours and fixed all the problem. Why did I even have Landmark insurance? They did not call us back and did not do ANYTHING but i wasted my time and energy to deal with them.
2 and half weeks later, the company who was supposed to call me about 2 weeks ago called me back asking if I still wanted them to come and see the hot water tank! I said NO THANK YOU,
NO CALL from Landmark to follow up on our claim, but as I told the plumbing company to not come, we received 1 e-​mail from landmark saying our claim has been canceled.
If you do not waste your time and money, do not use this company. They do not do their job at all. I think their job is to answer the phone and do nothing about it.

Fraud! Denies legitimate claims!
I have a house with three AC units, covered under a Landmark Warranty. This summer, two of them failed, two months apart. They covered one, then denied the other, saying that it is the same one that I’m trying to get a payoff for. When in fact they are in opposite ends of the house, the inspection company (terrible one-​star reviews) gave me and Landmark reports showing different units and serial numbers.
I have spent $ 24,000 replacing the two units, have all documentation, and took pictures of the old units they pulled out. I get a flat screw-​you denial.
Their terrible contractor (Sunrise Home Services) hangs up on me when I ask them to tell Landmark the truth that they inspected two different old units in different ends of my house.

I have been connected with 4 Home Warranty Companies over the last 6 years and although Landmark is not perfect, it has been the best thus far. On the down end, on some of my initial calls to Landmark my claim requests were denied. Also, when given the names of vendors to call about services when Landmark would not cover something, the vendors never called me back. Also, this last week, I called about service multiple times and never received a call back (granted, the call was over a weekend).
So why 3 stars? The agents have always been cordial & courteous, never argumentative when I have called. After some initial denials, I read the fine print more carefully on on what was covered and what was not and have not had any more problems. Last summer, my ac went out and although I had ac service, my package did not cover the whole job. However, with that said, I had to pay the vendor significantly less (it was $ 850 as compared to $ 2000 by other vendors without the warranty – thus I actually came out ahead from the price of the warranty). Just last Monday, I got a hold of an agent for a rekey service, & the contractor called me back promptly and did the rekey for three of our doors quickly and effectively for just the $ 60 fee. On two other occasions, I called Landmark out for repairs (which they accepted) only to to call them back because we were able to fix the issues without a contractor.
From my experience with Home Warranty companies, it has been more like pulling teeth. With Landmark, I know that I will have a courteous agent who will do what they can with with what I have seen thus far-​good service. Overall, Landmark has been a good value for us.
Updated on July 20:
I have upgraded to 4 stars because of our latest experience. We were having an electrical issue-​we called Landmark and were put into contact with the vendor. The issue was not urgent – they were able to schedule a visit out the next Monday. The electrician arrived on time, was courteous, took an hour to make the repair & we were only charged the $ 60 service fee. From our overall experience over these last two years, we would definitely recommend Landmark.
Updated on Nov 18:
Ten days ago, our hot water went out. I contacted Landmark and they encouraged me to contact the contractor immediately, which I did. Their first contractor told me their first available opening would be four days out. I contacted Landmark again, and they gave me another contractor, who came out the next day. The contractor helped and even showed me what to do, but within 24 hours, it was out again. I called again and they had to order a part to try the next fix, which took extra long to arrive. We hit the weekend, so essentially went six days before they could visit again. They came out again – the part did not work and we were NOT charged another $ 60 visit. Landmark approved a hot water replacement, which we ended up having to pay $ 440 for (the hot water heater was covered, but some of the labor costs, the permits, etc. were not covered). Landmark did not not look for a loophole to not cover us, which was encouraging. The contractor was out today to do it and it works fine.
In the end, we ended up having to go tendays without hot water (except for an 18 hour period). We ended up paying $ 440 for something that could have easily run us $ 1200 or so (plus the initial plumber visit). The lack of hot water was inconvenient, but we ended up getting it fixed and having the whole project costing us just $ 500. With the $ 700 – 800 we saved, again we have come out on top and our warranty has paid for itself for the year (and we just started our new year). With us now in our third year (I believe) with Landmark, we have actually come out on top in terms of what we have put into the warranty and what we have gained. Again, I would stick with our four star rating and just encourage people to read the fine print and choose their plan and coverage carefully.

I wish I could give negative stars! There is currently two repairmen in my kitchen, watching a YouTube video on how to repair the dishwasher. Are you kidding me right now!!! I thought we called for professional help!
We have called multiple times about our dishwasher. Two of those calls ended with a repairman coming out and us paying a $ 60 service fee. However, one time nobody came out (ever), and another time we had to ask for a different contractor because the one they assigned to help us did not return any calls or schedule a date to fix the dishwasher (we waited 3 days for a call). On that 4^th call we had to wait on the phone for 45 (+/​-​) minutes, and request a different repair company for obvious reasons.
Buyers beware! They are not going to replace ANYTHING! They will repair parts and collect your service fees until no end, or they will offer a cash buy out option that ONLY pays for what the damage would cost to be fixed. One repair guy said they might offer us $ 50 for our dishwasher if it becomes unrepairable. Ummmmmm hello?! This in no way benefits the customer! We will not be using this warranty company again!
Btw the dishwasher is only 3 years old! No way can we buy another one for $ 50.
This unfortunately was not our first mishap with this company. In May, our garage door fell off the tracks because a wheel or two had come loose. We called the company to inform them it was dangerously hanging on one side and that we needed it repaired ASAP to prevent anyone from getting hurt and or someone breaking into our home. A reasonable request… right? Granted, we called around 7pm on a Tuesday and knew it was not likely someone would be able to make it out here that night, but we hoped for the next day. The repairman showed up Thursday afternoon. He asked for the $ 60 service fee and let us know that garage doors are not covered by the warranty. It cost us almost $ 500 to repair the wheels and pulley system on the garage. I cannot understand why Landmark did not tell us this wasn’t covered. We would have found someone else that could have came out Weds.
P. S. After speaking with Ms. Bullock and my fiancé, I have updated my review for this company. At this time we are still disappointed in the service received. Yes, we have a working dishwasher again, but we strongly feel there is a huge gap in their Customer Service and will not be paying any more service fees.
Thank you, Ms. Bullock for contacting me in person. It was great to feel «listened» to, and I do hope the review helps improve Landmark’s customer service.