Business Profile

Home Warranty Plans

Landmark Home Warranty LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Warranty Plans.

Complaints

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

Customer Complaints Summary

157 total complaints in the last 3 years.
31 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/02/2022
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 had Landmark Home Warranty for almost 6 years now and have paid full amount due, yet I am being cheated out of what I should get in return. My water heater leaked, it is covered by my plan, but this dishonest so-called warranty company is practicing fraudulent actions to make me pay $1235.00 (almost 75% of the replacement cost).Landmark Home Warranty collaborates with dishonest contractors to beef up bogus 'out-of-pocket' installation charges to avoid paying for the replacement. Bogus charges of $1235, that are absolutely not required, are quoted as out of pocket expenses and not covered by warranty. The false and bogus charges are about 75% of total cost of replacing my water heater (quoted by plumber). As a second option I am offered a cash hand out of $681, an amount that is merely 50% of any new 50 gallons water heater of same specification. I even asked to find me a new water heater for the amount they are offering! I will go pick it up and install it myself just tell me where and how I can buy a new 50 gallon water heater for the amount they are offering. Of course the fraudulent and dishonest excuse they made is that "only they can buy a new heater at this price and it cannot be given to me". Proves the scam in itself. I am given 2 absolutely unfair options that are absolutely against our contract and absolutely unacceptable.I do not agree with the bogus installation charges that their fraudulent contractor have quoted. I even offered to get an estimate from another contractor but I was refused because they only work with dishonest contractors that are their partner in this crime. Landmark Warranty Company is practicing absolutely dishonest and unfair business and it should be challenged and properly handled by authorities.
Business Response
Date: 11/09/2022
November 9, 2022

*******************
Your Better Business Bureau

RE: *******************; LHW Plan No. 221889;BBB Case No. 18348873

Dear *******************:

We truly appreciate the valuable feedback from ******************* and for allowing us the opportunity to assist with bringing the water heater service request to a resolution. The records reflect on October 26, 2022, the service request was dispatched to ************* LLC. The technician reported the water heater needed to be replaced, and LHW authorized the replacement.LHW advised ******************* of the following $1235 associated non-covered charges for access and modifications: ball valve ($176), gas valve ($162), T & P ($158),water heater pan ($160), water line ($215), and access ($200).

Sections F-16, F-11, and C-9 of ***** Khans LHW plan provides that this contract does not cover cost of construction, carpentry, or other modifications made necessary by a covered repair or replacement, except as noted in A/C and Heating System. This contract does not cover providing or closing access to covered items, except as noted under limits for plumbing, electrical, and ductwork. LHW reserves the right to provide cash in lieu of repair or replacement when an item is not repairable and a replacement item is no longer available. The cash in lieu amount is the dollar amount LHW would pay (which can be less than retail cost)for parts and labor of said covered items, less the incurred cost of the contractor's diagnosis. Once cash in lieu is provided, LHW is no longer responsible for repair or replacement of the system or appliance for the duration of the Contract.

******************* disagreed with the $1235 non-covered charges. *************************** prefers not to agree to pay the $1235 associated non-covered charges and allow ************* LLC the opportunity to complete the water heater installation. In that case, the plan holder does have the option to accept the $681 cash in lieu for the water heater replacement.

Sincerely,
LANDMARK HOME WARRANTY

Customer Answer
Date: 11/09/2022
Thank you very much for listing the items and agreeing to the fraud. The $1235 installation charges are absolutely bogus, a lie and a criminal intent to commit fraud. I have estimates from other reliable plumbers that requires no mods, or such additional bogus charges. The work is ************ Disconnect old water heater and connect new one... no mod required, period. How about let's call another plumber, not crooks associated with you, and ask if these mods are required? How about call city Inspector and show me what needs to be "brought up to code" and then how about get the plumber's license revoked and meet you in court for this fraud and scam you are running.
Secondly... thank you for listing and admitting that you are offering merely peanuts, an amount of $681 to purchase a brand new 50 gallon water heater in ***. Kindly show me where can I purchase it, kindly point me to the dealer where you are getting the dirt cheap price and I will go pick it up myself, then you pay for the installation without bogus beefed up out-of-pocket charges.
You have admitted that you are charging a bogus huge out-of-pocket installation cost where NONE is required. You have admitted that you are offering peanuts to buy a 50 Gallon heater that even you cannot get for yourself. Now stop copy and pasting a goody-goody fake statement everywhere and resolve this issue. I have other options and venues available to deal with this fraud.
Business Response
Date: 11/16/2022

November 16, 2022

*******************
Your Better Business Bureau

RE: *******************; *******************; BBB Case No. 18348873

Dear *******************:

Landmark Home Warranty (LHW) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

Thank you for the additional feedback from ******************* about the water heater service request. LHW has previously reviewed this complaint and stated its position regarding this matter. LHW's position does remain unchanged. ******************* has been offered the available options for the water heater service request. Once ******************* decides which option he would like to accept to bring the water heater service request to a resolution, we highly recommend he contact LHWs ************************* with his decision.

Thank you for your consideration.

Sincerely,
LANDMARK HOME WARRANTY

*****************************
Claims Resolution Specialist
Customer Answer
Date: 11/30/2022
No I do not accept the response. Are you seriously even reading the complaint or the messages I sent? NO I do not accept any of the unfair, illegal and against the contract options they are offering. They are not options, this is fraud. NO I will not pay $1200+ out of pocket for something that is absolutely bogus and not required. AND NO I will not accept $600 that even LHW cannot purchase or provide a 50 gallon water heater with. That is the complaint itself... the so called options are illegal, unfair and absolutely unacceptable. It is time to take this matter to next level. The world needs to see their scam and the court needs to take this matter up.
Initial Complaint
Date:10/25/2022
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 called on August 23rd to have my warranty cancelled due to many issues with Landmark and the contractors they use. I called to accept the payout on our microwave due to no eta on the parts and could not guarantee that would even be able to find parts. I was advised that once the check was process for the payout of the microwave, he would also process the cancellation of the warranty. I was reviewing my bank account and noticed that I was charged 2 months premium, which i thought was cancelled based on previous call. So, I call Landmark back again to find out why I am getting charged and I was told that the warranty was never cancelled, and that the rep did not put any notes on my account, which it what I have been told many times with previous issues. So I once again to make sure that the warranty is cancelled and I get bank the money, just to be told that the 2nd request was not put in to cancel the warranty, so now were back to the beginning again after multiple attempts to cancel this warranty. I have even asked to have the recorded call pulled so they can hear the rep tell me that they will cancel, but somehow, they are not able to find the call. What I want in all of this is to have the warranty cancelled and to have the 2 months of the premium refunded back to me.
Business Response
Date: 10/29/2022
October 29, 2022

*******************
BBB of the Pacific Southwest
1010 **************
*******,** 85014

RE: ***********************; Landmark Plan No. *****; BBB Complaint Case No. 18311370

Dear *************:

Landmark is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

Thank you for providing the complaint from **************** regarding the cancellation of his Landmark warranty agreement. Landmark records show that our ****************** spoke with ****************, and the plan was canceled effective 10/22/2022, with a confirmation email sent to the address on file. Landmark does apologize for any miscommunication regarding the cancellation of service. Member must call and request termination,which is completed at that time. As a courtesy, Landmark will agree to refund **************** the amount of $77.91 for the September 23, 2022 installment, which will be processed back to the original payment method. If **************** has additional questions or concerns, we are available to discuss them at his convenience.

Thank you for your consideration.

Sincerely,
Landmark Home Warranty, LLC.
Initial Complaint
Date:10/10/2022
Type:Service or Repair Issues
Status:
ResolvedMore 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.
1-Second request 10/10/22 2-Paying 2 yr contract 39.90/mo or $885.60 for two years 3-Required to tune up air conditioner and heater by Landmark to stay covered. Also, after calling Landmark they advised they have no in network contractors. Landmark authorized me to find my own contractor. However all contractors in my *********** to work with landmark, Because of landmark new rules. In the past,landmark had colombia heating from ************ come out and do the tune **** They and all others will not fly thru all the hoops landmark now requires. Leaving me no available contractor to do the job.4- landmark offered a call back. But don't leave msg with aresolution. If I make an appt with a company, their employees has to call landmark for authorization when they arrive at my home. which they refuse to do. If this call does not happen, I am not covered . So it leaves me unable to get my heater and AC tune up done. Which breaks my warrenty. Plus I need to maintain my units for safety. landmark has made it impossible to use the benefits that they promised to cover. It should not be my job or the contractors job to spend hours on the phone to get authorization for a covered service. either it's covered or not. second request to get a supervisor. I escalated today..advising I would get help from BBB. I just want them to hire a contractor to come and do a tune up on my AC and heater. Snow is coming soon! 5-act # ******
Business Response
Date: 10/13/2022
October 13,2022

*******************
BBB of the Pacific Southwest
1010 **************
*******,** 85014

RE:*******************************; Landmark Plan No. ******; BBB Complaint Case No. ********

Dear **************:

Landmark Home Warranty (LHW) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

Thank you for providing the complaint from ****************** regarding the service request placed for the pre-season heating tune-up. We appreciate the opportunity to address the concern and provide a current update.

Our records show the request was placed on September 19, 2022, due to not having a direct contractor available to accept the request, Landmark reached out to ****************** A detailed voicemail message was left, and an email was forwarded to the address on file regarding the option for outside authorization. Landmark was contacted by ****************** on October 10, 2022, about her concerns, a member of our Customer ****************** called to address the matter later the same day. The Specialist left a detailed message and sent an email to the address on file that includes her name and direct contact number. The information included advised ****************** her contractor would not have to call in, she would be allowed to submit her paid invoice for the tune-up, and the costs would be reimbursed.

****************** returned the Specialist call; they addressed her questions and informed of the complaint filed with the Better Business Bureau. We apologize for the inconvenience experienced, and when the invoice is received, it will be processed promptly. If there are additional questions or concerns, ********************** assigned Customer Relations Specialist can be reached at *********************** for assistance.

Thank you for your consideration.

Sincerely,
Landmark Home Warranty, LLC.
Customer Answer
Date: 10/18/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*******************************
Initial Complaint
Date:10/08/2022
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 had a service agreement with Landmark Home Warranty since I purchased my home 6 years ago.One of the reasons I purchased the warranty and kept it is because I purchased an older home with an older A/C Unit. This was a way for me to help be prepared for any repairs or major expenses or replacement.I have had the A/C unit serviced on an annual basis, (as the company recommended) Originally I reached out to the company to ask for a tune-up and or service check up and was told they did not do that, but reached out again and was able to start having them come out once a year for the tune-up and cleaning of the unit.I have had problems with the A/C unit over the years, but every time there was a problem, a Landmark service provide came out and repaired the unit. Recently I experienced problems again with the unit not cooling and they sent out a service provider. He told me that the Compressor was failing. he said all other aspects of the unit were working fine! He took photos of the unit and sent to Landmark. Based on the photos, Landmark claimed that they would not cover the repair or replacement because it does not Cover:#1. Acts of God - result of fire, freeze,flood accidents, vandelism, neglect, misuse,abuse,missing parts,cosmetic defects,design flaws, manufacturing defects, strutural defects,power failure,shortage,surge or overload,damages due to pests.#2 Failure to Clean or maintain according to manufacturer specifications, except as noted in service overview.They noted that I had not maintained it properly and that it was dirty, and that the hail damage would not allow them to cover it.My argument is, they have been servicing it for me every year for 6 years. I regularly had them come service & clean it. I abided by the contract to maintain and keep the unit clean. The hail damage has existed since I bought the home. They took photos before and covered repairs before, so why not now?I believe they are contradicting the contract.
Business Response
Date: 10/12/2022
October 12, 2022

*******************
Better Business Bureau
1010 ******************
*******,** 85014

RE: ***********************, *******************; BBB File No. ********

Dear *******************:

Landmark Home Warranty (***) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

On September 6, 2022, a service request was placed for an air conditioning system and *************** & A/C was dispatched to diagnose any problems. On September 8, 2022, it was reported to *** that the compressor had failed due to lack of airflow and not by normal wear and tear. It was also reported that the unit had hail damage and the evaporator coil was very dirty. *********** contractor provided pictures to support the diagnosis. Section F-1 of the *** plan provides that *** does not cover repairs or replacement required as a result of fire, freeze, flood, or other acts of God. Section F-3 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, based on the information received and the terms of the plan, the claim was denied.

On October 8, 2022, *********************** requested to cancel the *** plan and the request has been forwarded to ***s *********************** for processing. Therefore, *** will be closing its file. *** does apologize for ****************** frustration regarding this matter.

Thank you for your consideration.

Sincerely,
LANDMARK HOME WARRANTY

********************;
Claims Resolution Specialist
1524 ******* East, *******, ** 51401
Fax:************
Email: **********************

Customer Answer
Date: 10/13/2022
The hail damage to the outside of the unit they are claiming was the reason for denying the claim and the reason the A/C unit was failing already exhisting for over 6 years. They were aware of this damage as the unit had been serviced prior with this damage and the unit continued to work for over 6 years. They also stated that the unit was not cleaned or properly maintained, but I had them clean it and service it on a regular basis and have back up paperwork to prove that this was done every year as recommended by the home warranty company. As far as the service representative saying that the compressor was not working due to these reasons is not correct. I saw the paperwork that he provided and this is not consistent with what he wrote on the report. They are elaborating and greatly exhagerating the reasons on this response and are not consistent with the wording on their denail report. They are contradicting their own warranty policy if they do not cover repair or replacement of this unit, as they have covered repairs and replacement parts on the unit prior with the existing hail damage. The unit has worked for the past 6 years with this already present. They were aware of it. They have photos of the damage from years ago. I have records and documentation of this from over the past 6 years from the service representatives that have come out to service it every year. The most recent representative told me the Compressor was old and it was starting to fail. He said that all other aspects of the system were working just fine. I disagree with their decision and feel that based on the fact that I did have the unit serviced on a regular basis with the home warranty company as well as the fact that the hail damage had nothing to do with the compressor failing and that it already exhisted - they should cover the repair or replacement of the A/C Unit.
Initial Complaint
Date:10/05/2022
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 July 29, 2022 my AC went out. We had been having triple digits temps for days. Landmark assigned my ticket to a contractor who was able to come out that day July 29, 2022. Contractor noticed whomever worked on my AC before messed it up and the reason it isn't working. The prior contractor was hired through Landmark Home Warranty and fixed my AC. Due to the triple digits I had to get a hotel room. My home warranty company wouldn't allow the contractor that came out on 7/29/22 to fix my unit. They wanted to send out the contractor who messed it up to come back out and scheduled an appointment with them on Aug 8. I told them that won't work as I can't afford to stay in a hotel until then plus I had animals living in my home and even with the window unit I bought it was still hot in my home and I was worried about my animals. It was too hot for me to stay there so I had to get a hotel. I called Landmark. They refused to let the current contractor fix. They didn't care about me spending almost $400 in hotel bills or the welfare of my animals. The current contractor could come on Aug 1 and fix. Called back and talked to someone else. Was told they would let the current contractor fix. Text contractor. He called Landmark. They told him that he couldn't fix. v I had to wait until Aug 8 for other contractor. Called Landmark and chewed them out for lying to me. Again no concern for the welfare of my family or animals. Told them I'm not waiting until Aug 8 so cancel the other contractor. I had the current contractor fix on Aug 2 and was able to go back to my house on 8/1/22 after staying in a hotel for for nights. My contract with Landmark had jus renewed a few weeks before this. I want out of my contract with no early termination fee and I want them to reimburse me for my hotel. I've had numerous issues with this *************** horrible customer service & lack of concern for their customers everytime my ac goes out.
Business Response
Date: 10/12/2022

October 12, 2022

*******************
Better Business Bureau Serving the Pacific Southwest
1010 ***************.
*******, ** 85014

RE: ***********************; LHW Plan No. ******; Your File No. 18174653

Dear **************:

Landmark Home Warranty,LLC (LHW) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

I have reviewed LHWs records with regard to the customers complaint. Section F.1 of the warranty plan states that the contract does not cover consequential or secondary damage, including consequential damages due to a service contractors conventional repair efforts of the primary item. LHW is not liable to reimburse hotel stays or additional costs incurred by ****************. If the customer elects to cancel the ********************** plan, she should notify LHW so that the matter may be addressed in accordance with the terms of the warranty plan.

Thank you for your consideration.

Sincerely,

LANDMARK HOME WARRANTY,LLC
Customer Answer
Date: 10/12/2022
I do not accept this answer. Its not acceptable and I will file a complaint against this company. They always make excuses and provide horrible customer service. There answer is nonsense
Business Response
Date: 10/14/2022

October 14, 2022

*******************
Better Business Bureau Serving the Pacific Southwest
1010 ***************.
*******, ** 85014

RE: ***********************; LHW Plan No. ******; Your File No. 18174653

Dear **************:

Landmark Home Warranty,LLC (LHW) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

LHWs previous correspondence accurately stated the information in our records, as well as LHWs position. Our position remains unchanged.

Thank you for your consideration.

Sincerely,

LANDMARK HOME WARRANTY,LLC
Customer Answer
Date: 10/17/2022
I will not accept their response as their poor customer service is what caused me to have to stay in a hotel for 4 days when the contractor they first hired could have fixed the problem immediately but they refused and wanted me to stay away from my home for an additional 8 days. This is unacceptable. It was in the 90s in my house and they didnt care that I had animals there plus I couldnt handle staying in the house with the temps as high as it was. They could have resolved my ac issue immediately but their lack of concern, lies and ignorance caused this issue
Initial Complaint
Date:09/17/2022
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.
In January of 2017 I purchased a Home Warranty policy form Landmark Home Warranty in ******. At time the policy was purchased they were provided information as to appliances, equipment etc. that was in the home. At multi times, for previous service and repairs they were given explicit information as to what equipment was in home. At no time did they stop collecting premiums on equipment to which they now say is not coverable. Since January of 2017, whereas I have made payments to Landmark in the form of monthly and annual premiums I paid Landmark I have also on multi occasions had contractor work done under this policy in which it identified the equipment in question. Which included small repairs to the air-conditioning units now in question. Never at any time previously to the total unit failure did Landmark state the equipment was not covered, nor did it not accept the premium .So, at no time during this five- and half-year period was Landmark ever unaware of the model number and type of air conditioners that were in service in my home. In July of 2022 the units began to fail. After weeks of waiting, they finally sent me a letter where they charged me 65 dollars to use any independent licensed air-conditioning service provider to come look at the equipment.Upon receiving authorization, I contacted two service providers who both stated that the equipment was no longer repairable to which I provided Landmark their diagnostic repair order and recommendations. Both service providers stated the equipment was 17 years old, the company who made the equipment, FREUS, was not longer in business so they could not get parts, and that the units used R22 freon which is no longer available readily and therefore the units were beyond serviceability and repair.Accordingly, both authorized and licensed air conditioning specialist said it would need to be replaced. This information is on file with Landmark.
Business Response
Date: 09/27/2022
Dear *******************:

Landmark Home Warranty (LHW) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

On July 16, 2022, a service request was placed for an air conditioning system. LHW was not able to locate a service contractor to service the air conditioning system and on July 19, 2022,LHW authorized **************** to hire an outside company to diagnose the air conditioning system. It was reported that the equipment in place was a Freus, which was no longer available, and needed to be replaced with a four (4) and a five (5) ton split gas units. LHW denied the claim as water sourced heat pump systems are not covered (Section B-1). However, the records indicate that LHW previously authorized repairs to the non-covered unit. Therefore, in an attempt to amicably resolve this matter, LHW is willing to reimburse **************** in the amount of $6,200 for the replacement of a four (4) ton and a five (5)ton 14 Seer Daikin heat pump split systems. Section C-9 provides that LHW reserves the right to provide cash back in lieu of repair or replacement when an item is not repairable, and a replacement item is no longer available. The cash in lieu amount is the dollar amount LWH would pay (which can be less than retail cost) for parts and labor of said covered items, less the incurred cost of the contractors diagnosis. Once cash in lieu is provided, LHW is no longer responsible for repair or replacement of the system or appliance for the duration of the contract. Please advise if **************** accepts LHWs offer and a reimbursement check in the amount of $6,200 will be forwarded to him.

Thank you for your consideration.

Sincerely,
LANDMARK HOME WARRANTY

********************;
Claims Resolution Specialist
1524 ******* East, *******, ** 51401
Fax:************
Email: **********************
Initial Complaint
Date:09/13/2022
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 purchased a home warranty through Landmark. We had a water heater failure. After a week they sent a contractor out. The contractor said he fixed it but he did not. Its been 10 days, with daily calls and no word from Landmark.The second time we called them the contractor threatened my tenant with bodily injury The third time we called them they sent out a contractor who did some work then told me I had to pay him. When I told him we had a home warranty he threated to come back later with his friends to collect. Fortunately he did not.
Business Response
Date: 09/21/2022
September 21, 2022

*******************
BBB of the Pacific Southwest
1010 ***************
*******, ** 85014

RE: *************************; LHW Plan No. ******; BBB Complaint Case No. 18022750

Dear **************:

Landmark Home Warranty (LHW) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

Our records show a request was placed on 09/04/2022 for the address ***************************************************** 78245. The request was assigned to PipeDoctor 247 to diagnose the failure and make the covered repairs. When contacted on 09/12/2022, LHW was advised the water heater was not working, and a recall was placed. *********** contractor reported an internal sensor was reset when out on the original visit, upon returning found the water heater had a non-repairable internal failure.

LHW authorized all covered replacement costs and updated the member via email of the warranty limitations, which included a list of the specific items with their cost, and the total payment due to be paid directly to PipeDoctor 247 was $1,673.00. Per the service contractor, to install the new water heater would require modifications, per section F.16 of the warranty agreement the cost of construction, carpentry, or other modifications made necessary by a covered repair or replacement, except as noted in A/C and Heating System is not covered.

LHW provided the plan holder, *************************** the cash in lieu for the covered replacement cost of $673.00 for parts and labor less the contractors diagnostic fee. The offer was accepted, and the payment is being processed for delivery to ***** ******* ***********, ** 78216.The check will arrive in ***** business days via the U.S. Postal Service. If there are additional concerns, ************* is available to assist.

Thank you for your consideration.

Sincerely,
Landmark Home Warranty, LLC
Initial Complaint
Date:09/13/2022
Type:Service or Repair Issues
Status:
ResolvedMore 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 ordered service on my air conditioning system on 6-11-22. When the technician came out, he said their was a bad part and that he would need to get that part and full the system with refrigerant. In my service agreement I it states that all components of the ait conditioning system are covered. A component is any part of a system to make it work. An air conditioning system will not work without refrigerant. The agreement also goes into detail about things they won't cover, such as leak detection, refrigerant lines that are inaccessible, and also give limits on how much they will cover for new ducting. My agreement does don't mention refrigerant in any way. I talked to the company on the phone and they acknowledged my service agreement did not read the same as the newer agreements, where it specifies they will only cover $20/pound of refrigerant. I don't have an issue paying for the leak detection, which had to be performed, but I do want a refund on the money I had to pay for refrigerant. The total bill I paid was $1355, of which, $250 was the leak detection. This leaves $1105 as refrigerant cost. A company cannot say that refrigerant is not a component of an air conditioning system, because it is a gas. It comes in a very tangible container and without it an air conditioning system is useless. A company also cannot go by what s different version of their service agreement states. They have to go by the agreement I have with them. They can't go by a website or anything else. My agreement specifically states that all components are covered and then lists what is not covered. A company cannot make changes to their own agreement at their choosing. In the end, it took them 23 days to get my air conditioner running again.
Business Response
Date: 09/16/2022

September 16, 2022

*******************
Better Business Bureau Serving the Pacific Southwest
1010 ***************.
*******, ** 85014

RE: ***********************; LHW Plan No. ******; Your File No. 18019321

Dear **************:

Landmark Home Warranty,LLC (LHW) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

I have reviewed LHWs records with regard to the customers complaint. On August 11, 2022, service was requested for an air conditioning system and the request was dispatched to Cool Heat to diagnose the issue. The company was authorized by LHW to perform a refrigerant leak search and replace the thermal expansion valve. Refrigerant also needed to be added to the air conditioning system. Generally, LHW covers only a portion of the refrigerant cost and the remaining cost is payable by the customer to the technician that completes the repair. In order to amicably resolve this matter, *** agrees to cover the cost of refrigerant. If ************** has already paid this cost to Cool Heat, the customers cost of refrigerant will be refunded.

Thank you for your consideration.

Sincerely,

LANDMARK HOME WARRANTY,LLC
Customer Answer
Date: 09/16/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***********************
Initial Complaint
Date:09/04/2022
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.
April 12, 2022, we contacted LHW for an **** check up. April 18th Cool Air Heating and Cooling, stated the system was working, however the fluid level was low and needed to be checked and Landmark would have to contact another company to do that. Appointment was scheduled with Clean Air Act they identified the problem and contacted LHW for authorization to repairs April 27th Clean Air Act provided LHW with 2 quotes one to replace the coils and one to replace the air handler.May 16 e-mail for LHW (CP) informing us that the coils in the **** system needed to be replaced and our out of pocket cost would be $900. May 24 6:48 AM e-mail from LHW ( LH) informing us they are replacing the Air Handler and our *** cost is $450 May 24 8:45 AM e-mail from LHW (LH) informing us that LHW is replacing the coil and the *** cost remains at $1155 (even though we had never received that amount as an *** cost) May 25 12:23PM we received a contract from Clean Air Act stating the repairs have been authorized and our *** after insurance is $450.00 May 25th 5:59 PM e-mail LHW (GP) stating that the Coils were going to be replaced and the *** cost was $900. May 30 6:38 AM E-mail LHW (GP) The repair needed was to replace coil and the *** cost was $900 however the final authorization has not been sent.June 1 E-mail LHW repairs have been authorized and parts ordered.July 8th call LHW wrong part had been ordered.July 11 call LHW Coil had been ordered on July 8th here in couple days.July 13th Call LHW Air H has been ordered but is on back order Air H authorization was finalized no *** cost.July 18th call LHW Told us now replacing AH but no info and it had not been ordered.July 21 Confirmed replacing AH and *** is $900 August 31 Call LHW no info available on Air Handler order but appoint has been scheduled with Cool Air and Heating LHW will not tell us why they scheduled this appointment. 6 Months still waiting for repair, truly an awful company.
Business Response
Date: 09/09/2022
September 9, 2022

*******************
Better Business Bureau
1010 ******************
*******,** 85014

RE:         ***********************, LHW Plan No. ******; BBB Complaint No. ********

Dear *******************:

Landmark Home Warranty (LHW) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

The records indicate that LHWs Customer ******************** is currently reviewing this matter and will contact ******************** with LHWs proposed resolution. In light of the delays experienced, LHW is willing to reimburse ******************** in an amount up to $500, upon receipt of a paid invoice, for any portable cooling device purchased while waiting for service to be completed. ******************** may forward a copy of an invoice to my attention for reimbursement purposes.

Thank you for your consideration.

Sincerely,
LANDMARK HOME WARRANTY

********************;
Claims Resolution Specialist
1524 ******* East, *******, ** 51401
Fax:************
Email: **********************
Customer Answer
Date: 09/09/2022
As mentioned in our original complaint the resolution that we are seeking is "repair of our **** system" that is covered under the Landmark warranty. It has now been 6 months and we have gone over and above in accommodating the stalling tactics of LHW and have run out of patience.
Please repair the **** system according to your contract.
***********************

Business Response
Date: 09/16/2022
September 16, 2022

*******************
Better Business Bureau
1010 ******************
*******,** 85014

RE:         ***********************, LHW Plan No. ******; BBB Complaint No. ********

Dear *******************:

Landmark Home Warranty (LHW) is in receipt of your letter enclosing additional correspondence from *********************

Per my previous correspondence, LHWs Customer ******************** has contacted ******************** directly to offer a cash reimbursement in lieu of the air handler replacement. ******************** declined the cash reimbursement and LHW is moving forward with the air handler replacement. In light of the delays experienced, LHW has waived all non-covered costs and the air handler unit will be replaced with a zero ($0) out of pocket cost to ********************* The Customer Relations Representative will continue to assist ******************* with the claim.

Thank you for your consideration.

Sincerely,
LANDMARK HOME WARRANTY

********************;
Claims Resolution Specialist
1524 ******* East, *******, ** 51401
Fax:************
Email: **********************
Customer Answer
Date: 09/19/2022
We appreciate the offer to cover our out of pocket cost, and so while we are not rejecting the offer at this time, we are still waiting for the repair to transpire. Currently our HVAC company stated it is waiting for the *******, as the parts that were sent last week were incorrect and arrived damaged. We have been promised many things in the last 6 months. Let's wait and see what happens this week.
Initial Complaint
Date:08/26/2022
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 had Landmark Home Warranty for 4 years. I filed a claim 7/27/2022 because our pool filter pump housing was cracked. On 8/3 or 8/4 someone came out. He measured and said he come back. On about 8/5 he came back and replaced The part and another part that apparently broke while he was repairing the initial part.On 8/12 we reported that the pool was sucking in a large amount of air and he needed to cow back because something was wrong (that hadnt been wrong previous to him coming out). He came back on 8/10 or 8/11 and then texted me and said I needed to pay to have my pool filters cleaned (we had just paid to have them cleaned and replaced, but we ordered the service).I called again the following week to notify him that cleaning the filters didnt fix the problem. On 8/18 Landmark told me The contractor would call me back that day and come back out. He didnt call. He finally called 8/22 and said hed come 8/24.He came 8/24 and turned off something to my pump where it no longer filters the pool water at all.8/26 I called Landmark on my way to work. They said their department who could fix it wasnt open. They said someone would call me today.When I got home from work, I called again at 5:30. They said they dont have any info from the contractor and he has ***** hours to submit (that would have been by 1 pm today, so its past 48 hours).They said someone will be back in touch with me sometime next week.Our pool plaster is being damaged because the pool isnt being cleaned. *** asked to talk to a manager - theyve never once had one available.They just billed me for another year and its been almost 30 days since They started working on this claim.
Business Response
Date: 09/03/2022

September 3, 2022

*******************
Your Better Business Bureau

RE: *************************; LHW Plan No.374731;BBB Case No. 17782227

Dear *******************:

Landmark Home Warranty (LHW) is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.

We truly appreciate the valuable feedback from ********************* and for allowing us the opportunity to assist with bringing the pool service request to a resolution. We hate to hear the interactions with us have been less than satisfactory. The records reflect on July 27, 2022, the pool service request was dispatched to ABNation to diagnose any problems, and on August 30, 2022,the service request was transferred to ****************** LLC. The technician from ****************** LLC reported he sealed the plumbing on the intake side,and the service was completed. Section E-10 of Ms. ******** LHW plan provides that service work on Covered Items is guaranteed for 30 days from the date of the applicable service. If a different repair is required or no failures are found a new service call fee is due. If ****************** needs any additional assistance,we highly recommend she contacts LHWs ************************* for assistance.

Thank you for your consideration.

Sincerely,
LANDMARK HOME WARRANTY

*****************************
Claims Resolution Specialist

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Landmark Home Warranty LLC is NOT a BBB Accredited Business.