Complaints

This profile includes complaints for Landmark Home Warranty LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Landmark Home Warranty LLC has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Landmark Home Warranty LLC

  20410 N 19th Ave Ste 200 Phoenix, AZ 85027-3598

• 

  Landmark Home Warranty LLC

  10701 S River Front Pkwy Fl 2 South Jordan, UT 84095-3520

• 

  Landmark Home Warranty LLC

  1194 W South Jordan Pkwy South Jordan, UT 84095-5502

• 

  Landmark Home Warranty LLC

  1218 W South Jordan Pkwy Ste D South Jordan, UT 84095-5517

• 

  Landmark Home Warranty LLC

  PO Box 526318 Salt Lake Cty, UT 84152-6318

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my AC unit go out on 6/2525. I called on 6/26 and was told they had not heard from the subpar contractor they assigned to come out. By 6/30/25, after daily phone calls, I was told the case was still pending. By this point, I had been without AC for 5 days. I have called every day since to be told that they are still working on it. I have been without AC in ************** where the temperature has been in the high 90s with no relief. To add insult to injury, I was told today, 7 days into this, that I do not qualify for temporary AC units because it is not 100 degrees outside. I have been given the run around every time I call. To be without AC in the middle of summer in *********** is criminal and every time I call, they could care less. *****************!!!! I have been on the point of heat exhaustion, with ice packs on my neck and arm pits and still sweating. Landmark could care less about their customers. When my parents called their AC guy 1 week ago, he was able to procure the ******** which is the problem with same day pick up. However, 1 week later, landmark is still dragging their feet. When I spoke to management today after waiting a full 7 days without answers, he hung up on me. Unacceptable and criminal!!!!!

  Business Response

  Date: 07/09/2025

  July 9,2025                                        
  
  ******* *******
  Your Better Business Bureau
  Conciliation & Engagement Department
  
  RE: ***** *******; Landmark Plan No.:138910 BBB Claim No. 23551130
  
  Dear ******* *******:
  
  Thank you for making us aware of ***** Salvatos issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize if ***** ******* has not been entirely satisfied with our service.
  
  
  Landmark Home Warranty apologizes for ***** Salvatos frustration regarding this matter.On June 30, 2025, *************** Conditioning and Heating reported to Landmark Home Warranty that the furnace blower motor would need to be replaced. The part request was forwarded to the purchasing department to locate the part. On July 9, 2025, the purchasing department the service request is currently still under review. This service request is in progress.
  
  In order to amicably resolve this issue, Landmark Home Warranty will reimburse ***** ******* up to $300 if she would like to purchase a window unit or temporary cooling unit.She can upload the receipt to the BBB site for reimbursement purposes.
  
  We take your concerns seriously and thank you for raising them to our attention. We value ***** ******* as a member and hope to provide them with positive customer experience in the future.
  
  Sincerely,
  
  ****** *.
  Landmark Home Warranty

• Initial Complaint

  Date:05/08/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not obligated for the debt claimed by LANDMARK NTL. There is no contractual agreement between me and LANDMARK NTL, and they have not furnished the original agreement as requested.

  Business Response

  Date: 05/12/2025

  May 12, 2025
  
  ******* Simpson 
  BBB of the Pacific Southwest
  *********************************************************************************
  
  
  RE: ******* ******; Landmark Plan No. ******; BBB Complaint Case No. 23304934
  
  Dear Ms. ************************************** (LHW) is in receipt of your letter advising of the above-referenced complaint. Your letter has been forwarded to me for review and response.
  
  LHW is unable to locate an account with the information included with Mr. ****** complaint. To assist with addressing the matter, *** will require the full covered property address including zip code and/or the contract number. *** understands Mr. ****** concerns and looks forward to resolving the matter and when the information is received, LHW follow up regarding the issue.
  
  
  Thank you for your consideration.
  
  Sincerely, 
  
  ******* *.
  Landmark Home Warranty, LLC.
  
  

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a premium contract holder with Landmark Home Warranty for over five years. In January 2025, my dishwasher broke down. Landmark assigned a contractor, who diagnosed the issue and stated a part was on backorder. I was told I would need to wait. During this time, Landmark offered a cash-in-lieu payment of $345. I called to ask whether this amount could be used toward replacing the dishwasher instead. I was told no, as the contractor had recommended a repair.The contractor returned in March but informed me the part delivered was broken and I would need to wait again. He finally came back in April and claimed the dishwasher was repaired, but it began leaking the very next day. A new service request was opened, and upon the contractors return, he informed me the dishwasher should be replaced as it was beyond repair. He said he would notify Landmark of this.However, I later received an email from Landmark stating that the contractor recommended another part replacement and that this would not be covered under my contractI would have to pay out of pocket. When I called Landmark, the representative was rude and dismissive, and told me I misunderstood, and that the dishwasher could not be replaced.This entire situation has involved multiple delays, miscommunication, and poor service over the course of several months. I believe the dishwasher was improperly diagnosed and inadequately repaired from the beginning. Despite following all procedures and being patient, I was left with a leaking and nonfunctional dishwasher and no reasonable resolution.Due to the handling of this issue, I made the decision to cancel my agreement with Landmark Home Warranty.

  Business Response

  Date: 04/23/2025

  April 23, 2025
  
  **** *****
  Your Better Business Bureau
  
  RE: Sevda ************ LHW Plan No.409795; BBB Case No.  22438519
  
  Dear **** *****: 
  
  Thank you for making us aware of Sevda ************ issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize if Sevda *********** has not been entirely satisfied with our service. 
  
  I have reviewed the property address **************************************** records. Landmark Home Warranty's (LHW) records reflect that on April 02, 2025, the dishwasher service request was dispatched to ASAP Appliance to diagnose any problems, and a recall was sent on April 13, 2025. The technician reported that the tub needed replacing. Section A-5 of the **** plan provides DISHWASHER COVERED: All components and parts affecting the heating or cleaning operation of the unit, including hinges and seals. NOT COVERED: Lights or light sockets; racks; rollers; runner guards; shelves; interior linings;timers and clocks (that do not affect the heating or cleaning operation of the unit); knobs; trim kits; halogen units. Therefore, *** did not authorize the repairs. *** does apologize for any frustrations and inconveniences Sevda *********** may have experienced.
  
  Thank you for your consideration.
  
  Sincerely,
  LANDMARK HOME WARRANTY
  ******* *******
  Claims Resolution Specialist  

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - On 4/8/25, I submitted a service request to Landmark as my air conditioner isn't cooling properly. At that time, I informed them that my A/C unit was on the roof of a 2-story building and that the contractor should do a web search of my townhouse to make sure they had the proper equipment to get on the roof.- On 4/11/25 a Landmark contractor came to evaluate the A/C issue; however, he said that he didn't have a tall enough ladder to access the unit. No evaluation or work was completed - Contractor was needlessly combative, and totally unprofessional during his visit to the point that I don't feel safe having him back.- On 4/11/25, I emailed Landmark personnel about my experience with this contractor and requested that he not paid for the visit, and that this company nor any sister companies return to my property in the future. I also requested someone from Landmark, with proper decision-making authority, contact me by phone to discuss this matter further and reschedule a different contractor to come out.- On 4/14/25, L.R. left me a voicemail requesting I call ************ for further assistance, which I followed up with on the same day. In doing so, I was connected to a Landmark representative; however, they were ultimately unable be of much assistance. She did share that she was not able to find a contractor with a proper ladder to get up on my roof (based on my past experiences with Landmark A/C contractors, this is not correct). She also said that she would send a message to someone higher up to call me back after 230pm, as thats generally when Im available during the week. Later in the day, I also sent an email to Landmark personnel summarizing the above info. No one has since gotten back to me.- On 4/15/25 I added L.R. to the email I sent on 4/14/25.- Landmark needs to stop dropping the ball, have someone with decision-making authority reach out and follow this maintenance request from start to finish.

  Business Response

  Date: 04/16/2025

  April 16, 2025
  
  
  ******* *******
  Better Business Bureau Service the *****************
  **********************************************************************************
  
  
  RE: ******** ********; LHW Home Warranty Plan No. *****; BBB Complaint No. 23208231           
  
  Dear ******* *******
  
  Thank you for making us aware of the plan holders issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize if the plan holder has not been entirely satisfied with our service.
  
  I have reviewed LHWs and found that the service request was reassigned to *********** for service on April 9, 2025.
  
  We take your concerns seriously and thank you for raising them to our attention. We appreciate the plan holder as a member, and hope to provide them with a positive customer experience in the future.
  
  
  Landmark Home Warranty
  ********* ********
  Claims Management & Resolution Department
  *******************************************************
  *********************;

  Customer Answer

  Date: 04/16/2025

   The response Landmark provided has nothing to do with my complaint and completely inconsistent with my requested resolution.

  Business Response

  Date: 04/18/2025

  April 18, 2025
  
  
  ******* *******
  Better Business Bureau Service the *****************
  **********************************************************************************
  
  
  RE: ******** ********; LHW Home Warranty Plan No. *****; BBB Complaint No. 23208231           
  
  Dear ******* *******
  
  Records show that Mr. ******** was contacted by a supervisor regarding his request to speak with a supervisor on April 15, 2025, and again on April 17, 2025.
  
  LHW apologizes for any inconveniences that may have been experienced in regard to this complaint. We trust that this information will assist you in the closing of this complaint.Should the member have any further concerns, they may contact *** *****************
  
  
  **********************
  ********* ********
  Claims Management & Resolution Department
  *******************************************************
  *********************;

  Customer Answer

  Date: 04/25/2025

  My original requested resolution stated that "Landmark needs to stop dropping the ball, have someone with decision-making authority reach out and follow this maintenance request from start to finish.  Additionally, I specifically selected the following from the drop box options on the BBB site under Consumers Desired Resolution: Contact by the business; Finish the job.  Based on that, it's quite clear that the 2nd response provided by Landmark is as insufficient and out of touch with my requested resolution as the 1st.  Simply connecting me to a supervisor on a couple of occasions may "check a box", but it doesn't come anywhere close to meeting my requested resolution, nor does it absolve Landmark of their responsibilities.  They continue to drop the ball at every turn and are not following this through from start to finish.  In fact, they are no closer to finishing the job now than they were when I initially filed my BBB complaint on 04/15/25.  Landmark still hasn't even completed the initial assessment of my air conditioning unit, let alone commence any needed repairs.

• Initial Complaint

  Date:04/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2024, I called to cancel this home warranty and they talked into staying with 2 ************ calls. However, they would honor any repairs so I enrolled into another Home Warranty. I received many calls and emails after requested cancellation. I have requested Landmark accounting to stop calling about any bill because it was taken care at the of cancellation. I am receiving again to add a payment method to a cancelled account. I wasnt satisfied with their services for example they pay for repairs with a ***** part but I needed to pay for access to the repair ($650.00). This happened several for different services. Landmark continues to harass me via email and phone calls. The account is notated that services were cancelled but theyre wanting me to add payment method. Why would give access to accounts?

  Business Response

  Date: 04/28/2025

  April 28, 2025
  
  ******* Simpson 
  Your Better Business Bureau
  Conciliation & Engagement Department
  ************** or **************
  
  
  RE: ****** *********; LHW Home Warranty Plan No.825162; Complaint No. 23167541
  
  Dear ******* *******,
  
  Thank you for making Landmark Home Warranty, LLC (LHW) aware of our customers issue through the **********************. We take customer satisfaction very seriously and appreciate this matter being brought to our attention.  
  
  Records indicate that ****** ********* last contacted LHW on October 9, 2024, regarding the cancellation of the warranty plan, but agreed to keep the warranty plan.  There was no follow-up call from ************ to cancel the warranty plan so the warranty plan remained active.
  
  On January 9, 2025, *** contacted *** in an attempt to collect payment for the past due premium. Ms. ********* expressed that she had just gotten out of the hospital and her finances were not good. The representative offered to schedule a payment, and she agreed but disconnected the line. *** made several other attempts to collect payment for the past due premiums but were unable to reach Ms. ******************** February 25, 2025, Ms. ********* contacted LHW and was advised of the past due balance. She expressed that she had canceled the warranty plan 3 to 4 months ago. She was informed of her acceptance of the trade service fee concession and her agreement to keep the warranty plan in October. There was no other cancellation request made by Ms. ********************* ********* is receiving calls in an attempt to collect the past due payment as the last payment was made on October 7, 2024.
  
  I have submitted a do not solicit do not contact form so that Ms. ********* will not be contacted anymore. Ms. ********* should be aware that it could take up to 30 days for the form to be processed so it is possible she may receive an additional call before the form is processed.
  
  Sincerely,
  Schawanna B.
  Landmark Home Warranty, LLC

  Customer Answer

  Date: 04/28/2025

  I spoke a representative in Retention. The representative explained to representative I am getting calls for cancellation several times a day. I was told she would cancel the home warranty and remove any balance accrued. The phone calls stop after that and they resume month ago March. Most of the calls from Landmark, they would wait until I answers then disconnect the call.

  Business Response

  Date: 04/30/2025

  April 30, 2025
  
  ******* Simpson 
  Your Better Business Bureau
  Conciliation & Engagement Department
  ************** or **************
  
  
  RE: ****** *********; LHW Home Warranty Plan No.825162;Complaint No. 23167541
  
  Dear ******* *******,
  
  According to our records, the last call to Ms. ********* occurred on March 28, 2025. We regret to learn that the calls were disconnected upon her answering. I have documented the account and requested that no additional contact be made. *** sincerely apologizes for any inconvenience caused by this issue.
  
  Sincerely,
  Schawanna B.
  Landmark Home Warranty, LLC

  Customer Answer

  Date: 05/06/2025

  I need to know that the Home Warranty was cancelled with a zero balance.

• Initial Complaint

  Date:03/26/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not responsible for the debt alleged by LANDMARK NTL. There is no agreement between me and LANDMARK NTL, and they have not provided the original contract as requested.

  Business Response

  Date: 03/27/2025

  March 27,2025                                              
  
  ******* Brooks 
  Your Better Business Bureau
  Conciliation & Engagement Department
  
  RE: ******* ******; BBB Claim No. 23120603
  
  Dear ******* ******:
  
  Thank you for making us aware of ******* ****** issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize if ******* ****** have not been entirely satisfied with our service.
  
  
  Landmark Home Warranty apologizes for ******* ****** frustrations regarding this matter. However, Landmark Home Warranty is unable to locate the warranty with the information provided. If ******* ****** could submit additional information such as warranty plan number, address, or dispatch number for additional assistance, Landmark Home Warranty would be happy to further assist.
  
  We take your concerns seriously and thank you for raising them to our attention. We value ******* ****** as a member and hope to provide them with a positive customer experience in the future.
  
  Sincerely,
  
  ****** *.
  Landmark Home Warranty

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday Jan 21 I filed a claim for our hot water heater. Initially they said it wasnt covered but after looking at my policy it most certainly was. Heating company came out morning of. The employee was very helpful and filled out and filed all info *** needed. Crickets. I called 8 times trying to get information. Finally had someone tell me the company didnt file the proper report. I called the company and the woman laughed and said they are hands down the worst company they work with. When I got an email on day 3 (no hot water in my house and its below freezing) I approved whatever extra costs and told them just do it and do it quickly. Silence again. Call back and a robot of a woman (saying scripted things over and over) said I had to wait for the water heater, that I could get at any box store, to be ordered. I asked when? The weekend is coming and no hot water. She couldnt give me a timeline, another person to talk to or any info at all. So just sitting here waiting on them. It shouldnt be this hard. Its literally their one job. Ive been with them for 8 yrs and this is my final. Stay away from this company. Horrible.

  Business Response

  Date: 01/28/2025

  January 28, 2025
  
  
  ******** *******
  Better Business Bureau Service the *****************
  **********************************************************************************
  
  
  RE: ******* *****; LHW Home Warranty Plan No. ******; BBB Complaint No. 22850529           
  
  Dear ******** ******:
  
  Thank you for making us aware of the plan holders issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize if the plan holder has not been entirely satisfied with our service.
  
  I have reviewed the records from *** and discovered that the contractor, ********************, has arranged an installation appointment for the water heater on January 31, 2025.
  
  We take your concerns seriously and thank you for bringing them to our attention. We appreciate Mrs. ****** as a member,and hope to provide her with a positive customer experience in the future.

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Landmark Warranty LLC has misrepresented their services, not disclosed the amount adjusted, and sent written communication to respond by a certain date then accuse the consume of not responding in time. After agreeing to have the A/C repaired under their conditions with a contractor (********************) they work with, the day of service, Landmark *********** cancelled the order the morning of the repair (which was confirmed by the contactor the day before). If this is not due to gross incompetence, this would make one believe this was due to targeting because of claims adjustor/specialist ****** ******* had a disagreement with one of the customers about the policy and her communications (all of which were on a recorded line)

  Business Response

  Date: 11/06/2024

  November 6,2024                                         
  
  ******** Garcia 
  Your Better Business Bureau
  Conciliation & Engagement Department
  
  RE: ***** *************, LHW Plan No. Plan No. ******; BBB Claim No. 22493905
  
  Dear ******** ******:
  
  Thank you for making us aware of Ms. ************** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if Ms.************* have not been entirely satisfied with our service.
  
  
  Landmark Home Warranty apologies to Ms. ************* for her frustrations regarding this matter. On November 6, 2024, ******************** updated LHM that an appointment has been scheduled with Ms. ************* for November 15, 2024 to complete the air conditioner unit repair. This repair is in progress.
  
  We take your concerns seriously and thank you for raising them to our attention. We value Ms.************* as a member and hope to provide them with a positive customer experience in the future.
  
  Sincerely,
  
  ****** *.
  Landmark Home Warranty

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been Landmark Home Warranty (LHW) customers for over six years and have used their annual ** tune-up program every year.The air conditioner stopped working on 9/18/2024. I called *** to open a service request and they dispatched ******************, a local contractor. ****************** diagnosed the issue as a lack of maintenance which is not covered by the warranty. They said the inside unit would need to be replaced and suggested replacing the outside unit. They quoted us approximately $4k for the inside unit and over $8k for both the inside and outside units.This surprised us since we hired LHW to provide the annual maintenance of the ** under their tune-up program which we requested on 3/22/2024 and was performed in April. *** explained that the part that failed was not part of the tune-up and, therefore, not covered. Neglecting to cover a critical part while advertising the necessity of maintenance, which they provide for a service fee, strikes me as deceptive.After consulting with a lawyer, we contacted ******************************* to provide a second opinion. They identified the problem and completed the repair during their visit. The charge for parts and labor was $566. The callout fee was $94 and there was a $23 convenience fee.I reached back out to *** to request reimbursement for the parts and labor but they rejected the claim because they did not authorize the service.

  Business Response

  Date: 10/26/2024

  October 26, 2024
  
  **** *****
  Your Better Business Bureau
  
  RE: **** ****; LHW Plan No. ******; BBB Case No.  21110600
  
  Dear **** *****: 
  
  Thank you for making us aware of **** ***** issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize if Mr. **** has not been entirely satisfied with our service. 
  
  I have reviewed the records for property address ***************************************************************. Landmark Home Warranty's (LHW) records reflect on September 19, 2024, the air conditioning service request was dispatched to *******************, to diagnose any problems. The technician reported that the blower motor needed replacing because it had failed due to a lack of maintenance. Section F-3 of the Landmark Home Warranty plan provides that repairs or replacement required as a result of failure to clean or maintain,according to manufacturer specifications, except as noted in Service Overview (3). Therefore, *** did not authorize the repairs.
  
  Section E-11 of the Landmark Home Warranty plan provides that In some instances, LHW may offer you the option of finding your own contractor to provide diagnosis and possible subsequent repair. In this instance, your contractor must provide a diagnosis and itemized bid to LHW before any work is performed. *** will not reimburse you for services performed by your own contractor without ***'s prior authorization. Therefore, *** is not liable or responsible for Mr. ****** reimbursement request because the service was not preauthorized.LHW does apologize for any frustrations and inconveniences Mr. **** may have experienced.
  
  Thank you for your consideration.
  
  Sincerely,
  LANDMARK HOME WARRANTY
  ******* *******
  Claims Resolution Specialist             

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep frustration with the ongoing issue regarding my broken air conditioning unit. My AC broke on Saturday October 5th, and I submitted the claim on Sunday October 6th with Landmark Home Warranty. Since then, I have been tirelessly attempting to get approval for the repair through the company. For the past 10 days, I have called multiple times a day, each time being told that the request is pending by the purchasing department and that there is nothing they can do to expedite. Initially, I was told the process would take ***** hours. I received the initial approval to repair on Tuesday after the contractor came out on Monday. They told me they ordered the part and once the contractor received it that they would call me to set up the appointment. Two days past and then I called, and they informed me that they no longer sold the part separately and the purchasing department is trying to determine path forward and that it would take another ***** hours. Well, that was on Friday and then of course, it was closed all weekend. I called on Monday and was assured someone would look into it and by this time I couldnt not hold back the tears. It has been hitting close to 100 degrees on a daily basis. I have my elderly mother living with me and she cannot climb the stairs to get to the second floor where, even though I have a second unit, it is still super-hot because the ceilings are so high. What is even more concerning to me is the lack of urgency in addressing this issue. I have informed their representatives about my elderly mother from the day of the initial claim, and despite this and my repeated requests to speak with a supervisor, I have been told that no supervisor is available to assist me. I am requesting support in helping to resolve this matter as quickly as possible. Please understand that the lack of AC in this weather is a serious health concern for my family but more so my elderly mom.

  Business Response

  Date: 10/17/2024

  
  October 17, 2024
  
  ******** ******
  Better Business Bureau Serving the *****************
  ********************************************************************************
  
  RE:      **** *******; LHW Plan No. ******; Your File No. 22425888
  
  Dear Mr. ******************** you for making us aware of the customers issue through the **********************. We take customer satisfaction very seriously, and sincerely apologize if the customer has not been entirely satisfied with our service.
  
  I have reviewed LHWs records with regard to the members complaint. *** authorized *************** Conditioning & Heating to replace the blower motor module and order the necessary parts. The company notified *** that they were not able to locate the part locally but were able to order the part from a third party supplier. Section F.7 of the warranty plan states that the contract does not cover failure to provide timely service due to conditions beyond LHWs control, including but not limited to, part or equipment delays or labor difficulties. When Mr.Snowman is in possession of the replacement parts, the company will schedule an appointment to complete the installation. Ms. ******* may also contact Mr.Snowman by telephone at ************ to discuss scheduling.
  
  Thank you for your consideration.
  
  Sincerely,
  
  *** *.
  LANDMARK HOME WARRANTY,LLC