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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

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    Customer Complaints Summary

    • 158 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.

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    Complaint type

    • Initial Complaint

      Date:08/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My air conditioner went out July 10, 2022, I contacted Landmark **** Warranty for repairs. They sent a contractor out only to say he needed to order a compressor. I have been in contact with the contractor only to no avail the part is back ordered. After 30 days I contacted Landmark again they advised me they were going to escalate the issue. I have been talking to people in ******* explaining the temperatures are between 99 and 106. I cannot get a telephone number for anyone in ******* nor will they give me one. The number in **** does not work. I have been calling everyday for an answer but on get it is being escalated. My wife got a message from someone name **** saying the contractor will be contacting me. This is a terrible company. Can you help get my air conditioner fixed **************************

      Business Response

      Date: 08/26/2022


      August 26, 2022

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

      RE: *********************; *******************; BBB Case No.  17744052

      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 allowing us the opportunity to assist with bringing the air conditioning service request to a resolution. We hate to hear the interactions with us have been less than satisfactory. The records reflect on July 22, 2022, the air conditioning service request was dispatched to ************************************* LLC to diagnose any problems. The technician reported the condenser needed to be replaced, and LHW authorized the replacement. ************** will be responsible for the $450.00 associated non-covered cost for the refrigerant.LHW has ordered the replacement equipment and advised ************************************* LLC the replacement unit is ready for pick up. Once the technician has the replacement equipment, ************** will be contacted to schedule the installation, and LHW does apologize for any frustrations he may have experienced during the air conditioning service request.

      Thank you for your consideration.

      Sincerely,
      LANDMARK HOME WARRANTY

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

    • Initial Complaint

      Date:08/11/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 made a service request with Landmark on 7/28 for a broken icemaker. They send Rapid Appliance repair to diagnose and repair the issue. The company rep shows up 7/29 and diagnoses the issue as a water valve replacement. on 7/30, I notice my refridgerator is no longer cooling and my food in the freezer is unthawing. I contact both Landmark and the ****************** I asked Landmark for a new contractor because the assigned contractor caused more damage to my refrigerator. I requested to speak with a supervisor and was told i would receive a callback in 24/48 hours. Need received a callback. I called everyday up until August 11. On August 8 the repair company returns to fix the ice maker and the broken refridgerator. However, upon leaving, the ice maker is still not working. I have asked for a senior rep from the company, to no avail. I have asked for a new contractor, to no avail. Landmark has 0 customer service for issues. I was without my fridge for over a week and lost well over 300 dollars worth of food. Landmark still will not have a supervisor contact me. I still have no ice.

      Business Response

      Date: 08/17/2022

      August 17, 2022

      **********************
      Better Business Bureau
      1010 Missouri Avenue
      *******,** 85014-4585


      RE:*********************; *******************; BBB Case No. 17706141

      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.

      I have reviewed LHWs records regarding this matter and find a service request was placed on July 28, 2022 for the refrigerator and Rapid Appliance Repair LLC was dispatched to diagnose any problems.  It was reported by Rapid Appliance Repair LLC the water valve would need to be replaced and LHW authorized for this repair. On August 2, 2022, Rapid Appliance Repair LLC advised AHS that ************ contacted the vendor to report the refrigerator was not cooling.  The technician noted the refrigerator needed a sealed system repair and AHS authorized for this repair. On August 8, 2022, Rapid Appliance Repair LLC completed the sealed system repair.  *********** advised AHS on August 9, 2022 the refrigerator was not working properly and in an attempt to resolve this matter, LHW issued a recall to Rapid Appliance Repair LLC.  The technician reported the ice maker would need to be replaced and LHW authorized for this repair.  The part has been ordered and the installation appointment has been scheduled for August 18, 2022. 

      LHW apologizes for any frustration and inconvenience experienced regarding this matter.  It appears the refrigerator has had three repairs to failed components.  Although not obligated to, in an attempt to resolve this matter amicably, LHW will reimburse the trade service fee of $70.00 back to the payment source in approximately ***** business days. 


      Thank you for your consideration.

      Sincerely,

      Landmark Home Warranty, LLC

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

      Customer Answer

      Date: 08/17/2022

      LHW is not realizing that the 3 repairs have been caused by the incompetent contractor. On August 18, the contractor returned to replace the ice maker, and it is still not working. At this time it has been 3 weeks without a properly working appliance. I have requested another contractor. My fear is this contractor is doing more harm than good. The initial request was for an ice

      Maker repair and as of today, there is still no ice being made. At this time, I feel if this contractor is the only option, then a replacement appliance is needed, because this one cannot be repaired. 

      Business Response

      Date: 08/18/2022

      August 18, 2022

      **********************
      Better Business Bureau
      1010 Missouri Avenue
      *******,** 85014-4585


      RE:*********************; *******************; BBB Case No. 17706141

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

      Landmark Home Warranty (LHW) is in receipt of your letter enclosing additional response from the plan holder. Your letter has been forwarded to me for review and response.

      My previous correspondence accurately and correctly states the information in our possession.  A recall has been issued to Rapid Appliance Repair LLC.  LHW will make a coverage decision based on the diagnosis received and according to the terms of the plan.  Although not obligated to,LHW will refund the trade service fee back to the payment source in approximately ***** business days. 


      Thank you for your consideration.

      Sincerely,

      Landmark Home Warranty, LLC

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

      Customer Answer

      Date: 08/22/2022


      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.  In addition to the offer to replace they have provided. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ***********************

       

    • Initial Complaint

      Date:08/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 without air conditioning in the middle of summer in ******* for 5 days now. I am 9 months pregnant, have a 5 month old baby and a dog in the home and Landmark made us wait 5 days for an Air Conditioning contractor of "their choice" to come and take a look. When asked if I could hire someone and be reinbursed for services, they told me I would have to pay out of pocket because their contractors "were available" (just not for 5 days).So, we wait 5 days only for the ** company to show up and tell us that its an electrical issue. I cannot be in the house any longer with 105 degree weather with no ** and wait another 3 days for an electrician to come to the home. I have had to hire an outside electrician to fix the problem and am seeking reimbursement from the home warranty that I paid for. I would also like a refund of the service fee that was paid for the ** company because they could not even turn the ** on because of the electrical.

      Business Response

      Date: 08/08/2022

      August 8, 2022           

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

      RE:      *******************************; *** Home Protection Plan No. ******; Complaint ID No. ********

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

      Landmark Home Warranty (***) is in receipt of your letter dated August 2, 2022, advising of the above referenced complaint. The letter has been forwarded to me for review and response.  

      I have reviewed ***s records regarding Ms. ********** air conditioning claim. On July 29, 2022, the service request was placed and *** assigned Patriot ***************** to diagnose the problem with the air conditioning system. On August 2, 2022, Patriot ***************** reported to *** that an electrician was needed to replace the main breaker. *** transferred the service request to ********************. to diagnose and repair the electrical issue;however, ********************** chose to contact an electrician outside of the *** plan to perform the service. An improper splice repair was found on the wiring and *** covered the diagnostic fee and plan limit for the No Fault Coverage in the total amount of $400.00 with respect to the electrical repair. Therefore, it appears this matter has been resolved.

      On July 30, 2022, *** also agreed to reimburse ********************** up to $60.00 a day for three days with respect to hotel fees as courtesy.

      Thank you for your consideration.                                               

      Sincerely,                     
      LANDMARK HOME WARRANTY   

      ***** Cody    
      Customer & Regulatory Claim Resolution Specialist  

    Landmark Home Warranty LLC is NOT a BBB Accredited Business.

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