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.

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  Landmark Home Warranty LLC

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

• 

  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

• 

  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

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: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

• Initial Complaint

  Date:10/10/2024

  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 contacted Landmark because I had an issue with my toilet in my second bathroom (that I rarely use). The toilet was not properly flushing. The initial process seemed seamless and easy (so I thought). They sent two plumbers who spent a total of 5 minutes assessing the issue and tried using my plunger to resolve the issue. They did not scope and/or snake the toilet. One of them explained that they couldnt fix the issue and the toilet would need to be removed or replaced and assured me that the warranty would cover the repair. Fast forward, Landmark denied the claim. They stated that the plumber used the term foreign object in their report and therefore would not be something covered under the warranty because that is not considered wear and tear. I explained/pleaded with them that there was no possibility since I live alone and rarely use that bathroom. Also, I informed them that the plumbers did not scope to confirm that and they in fact used my plunger as the only tool during the quick 5 minutes they were at my property. I demanded an appeal and was still denied based off of a he said/he said situation. When I asked to send out another plumber, I was informed I would have to pay another service fee. I declined in fear that the same exact situation would occur and I wouldve paid now double the service fee without a repair. I looked up the contracting company they used and saw they were listed as a 1-2 star company. This was extremely disappointing and appalling for a company that *** paid over $550 for their warranty and this being my first ever claim with them.

  Business Response

  Date: 10/14/2024

  October 14, 2024
  
  ******** ******
  Better Business Bureau
  Conciliation & Engagement Department
  **********************************************************************************
  
  RE:          *** ****** *** LHW Plan No. ******; BBB File No. 22407243
  
  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 November 22, 2023, a service request was placed for toilets not flushing and NW ***************** was dispatched to diagnose any problems.  It was reported that there was not a normal wear and tear stoppage and that the toilet had a foreign object inside.  LHW provides coverage for covered items that have become inoperative due to normal usage (Section C.2.b.) Therefore, based on the information received, the claim was denied.
  
  *** ****** ** disputed the diagnosis and on December 7, 2023, ********************************** offered the option of a second opinion company (Section E.9).  It appears that *** ****** ** did not accept the second opinion option and the claim remains denied.  LHW does apologize for *** ****** **s frustration regarding this matter.  *** ****** ** may contact LHW directly at ************.
  
  Thank you for your consideration.
  
  Sincerely,
  LANDMARK HOME WARRANTY
  
  
  
  **** *. 
  Claims Resolution Specialist 

  Customer Answer

  Date: 10/14/2024

  *** offered a second opinion only if I paid the service fee (again). As for the findings from the first service tech, there was no scope, no visual proof of this foreign object. The tech did not even snake or use an auger. When I asked about this foreign object, the tech stated he was assuming it even though he could not see it or even feel it. The short amount of time that he diagnosed the issue, tells me that he also did not check the actual functionality of the toilet itself. Once again, the tech was at my property for 5 minutes and used my plunger with no other equipment on hand. 

  Business Response

  Date: 10/16/2024

  October 16, 2024
  
  ******** ******
  Better Business Bureau
  Conciliation & Engagement Department
  **********************************************************************************
  
  RE:          *** ****** *** LHW Plan No. ******; BBB File No. 22407243
  
  Dear ******** ******:
  
  Landmark Home Warranty (LHW) is in receipt of your letter enclosing additional correspondence from *** ****** **.
  
  Again,LHW does apologize for *** ****** **s frustration regarding this matter.  However, LHWs previous correspondence dated October 14, 2024, accurately and correctly stated LHWs position regarding this matter.  LHWs position does remain unchanged.  *** ****** ** disputed the diagnosis and a second opinion was available according to the provisions of the plan which was not accepted and the claim remains denied.  *** ****** ** may contact LHW directly at ************ should any further assistance be needed.
  
  Thank you for your consideration.
  
  Sincerely,
  LANDMARK HOME WARRANTY
  
  
  
  **** *. 
  Claims Resolution Specialist 

  Customer Answer

  Date: 10/17/2024

  Once again, per my previous response, I did not decline a second opinion. I declined having to pay for another service fee. And still no proof of what the contracted plumber claims. Also, appalling to know that LHW is perfectly fine with having absolutely no proof of what was stated in the repair notes. The plumber verbally informed me that he could not see anything or feel anything to confirm his claims. Once again, approaching the issue with no tools of their own and utilizing my plunger. Had *** offered this second opinion at no cost or even showed visual proof of the claims, we would be in a different situation. 

• Initial Complaint

  Date:09/06/2024

  Type:Product 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 9/5/24, we submitted a repair request for our washer machine with Landmark, they notified us that they were denying the request because in 2019 when they paid out for a broken washer and we did not send in a purchase receipt, which we were not aware of that requirement. However, we have renewed the contract EACH year since then and PAID for the washer machine coverage. So we paid 22, 23, and 24 $61.25/month for Home warranty. (which INLCUDED the washer machine) no where in the last 3 years did they say our washer machine was not covered but they took the money. We would like the new machine, which is a GE and our original machine was a Maytag. They also charged our credit card $60 for the service. We now have to call a repair tech in and pay for it. We would like a refund of the repair OR a refund from our policy for payment of a service we are not entitled too. We would also like our $60 service payment returned as well. In addition, if this is not resolved, we are cancelling our service with LandMark and taking our business elsewhere. Last year, they replaced a mini fridge for us and never asked for a receipt so i'm assuming that will not be covered and they are collecting money for it too. IGNORE the $471 check. that was what they paid for a hot water heater. does not apply here.

  Business Response

  Date: 09/09/2024

  September 9, 2024
  
  *****************************
  Better Business Bureau Serving the *****************
  ********************************************************************************
  
  RE:      ***********************; LHW Plan No. ******; Your File No. 22249497
  
  Dear ****************:
  
  Thank 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 customers complaint. LHWs records dont indicate that service was requested for a clothes washer at the property address provided in the complaint. If the issue is regarding a different property, the customer should provide the property address and warranty plan number so that the matter may be addressed.
  
  LHW will await receipt of additional information. Thank you for your consideration.
  
  Sincerely,
  
  **********
  LANDMARK HOME WARRANTY,LLC

• Initial Complaint

  Date:08/12/2024

  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.

  On08/05/2024, Vintage Plumbing was sent by my Home Warranty for clogged drainage line. This guy just ran water in the sink and bathtub sink only to tell me there are cast iron pipe. They will clogged and they would need to be replace. All he wanted to do is to create a bigger job like digging under the house and/or replace interior pipes. What was needed is run the rooter through pipe on the roof. I was told he would send it to the Home Warranty but he didnt. He closed the service request without diagnostic. I called Home Warranty to get answer which tried to call Vintage but got no answer. Therefore, they emailed the company but Vintage failed to respond. landmark Home Warranty charged me $70.00 for service call and diagnostic of the issue. They did not receive the diagnostic nor are able to reach their own contractor.

  Business Response

  Date: 09/24/2024

  September 24, 2024
  
  Ms.**** *****
  Better Business Bureau
  ************************************************************-4585
  
  RE:*******************************; Landmark Home Warranty (LHW) Plan No. ******; BBB Case No. 22132109
  
  Dear Ms. ******************* you for making us aware of Ms. ********** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if Ms. ********* has not been entirely satisfied with our service.
  
  I have reviewed LHWs records regarding this matter and find a service request was placed for a plumbing stoppage on August 2, 2024, and **************************** was dispatched to diagnose any problems.  On August 13, 2024, it was reported by **************************** that no stoppage was located.  Although not obligated to do so, LHW refunded the trade service call fee of $70.00 back to the payment source. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  Landmark Home Warranty, LLC
  
  **** *.
  Claims Resolution Specialist 

• Initial Complaint

  Date:08/12/2024

  Type:Order 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.

  This is a home warranty company that I pay a monthly fee to. My hot water heater went out and they did not resolve the problem after one week. I completed the repair myself because we needed water at our home. I contacted the home warranty company to issue a check for the repairs. Now every time a call for any update they tell me the same thing that they are working on it but with no resolution. I want them to issue a check for the repair cost of my hot water heater. I filed the warranty claim on July 29, 2024.

  Business Response

  Date: 08/16/2024

  August 16, 2024
  
  
  *******************************
  Better Business Bureau Service the *****************
  **********************************************************************************
  
  
  RE: *************************; LHW Home Warranty Plan No. ******; BBB Complaint No. 22129895           
  
  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 LMs records and found that a cash in lieu check in the amount of $596.27 was created on 08/14/2024 and will be mailed to the member in 3-5 business days from the created date. 
  
  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.
  
  Sincerely,
  Schawanna B.
  LandMark Home Warranty

  Customer Answer

  Date: 08/19/2024

  
  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.  It is sad you have to get the BBB involved just to get a company to the action they should have done weeks ago.  I do feel my $70 service fee should be refunded as well. 
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:08/06/2024

  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.

  On 5/17/24 I submitted a service request for our ** unit which was blowing hot air & causing the internal temperature to rise above 82 degrees. My wife was 5.5 months pregnant & we live in ****** ** with outside temps over 100. Landmark Home Warranty (LHW) assigned ** Rescue (request #*******) who arrived on 5/21 & diagnosed a failed compressor attributing it to clogged condenser coils from lack of maintenance. LHW denied our claim. ** Rescue had previously serviced our unit four times without mentioning condenser coil issues. After a week of back-&-forth LHW agreed to a second opinion from Entire Air Solutions (EAS) on 5/29. They found a burnt compressor wire & dirty coils. LHW approved the wire repair but refused to cover coil cleaning even though our contract states it is covered under regular tune-up. On 6/4 the issue recurred (#*******). *** found the wire burnt again & discovered overcharged freon. EAS replaced the wire with a thicker one but LHW did not address the freon issue. On 7/6 the problem returned (#*******). EAS recommended replacing the compressor or ** unit & noted the coils were still dirty. I had another company clean the coils on 7/10 (see attached invoice). On 8/3 the ** failed again & my wife now 9 months pregnant almost passed out as the house temp reached 88 degrees. LHW denied the service request citing it was within 30 days of the last one. After submitting proof of the coil cleaning I was told to wait for a response. EAS informed ************ that the compressor or unit needed replacement but LHW still refused attributing the failure to lack of maintenance. I've held an LHW contract since January 2020 spending $3780 in monthly payments and $490 for service calls totaling $4270. LHW has shown a lack of professionalism & due diligence failing to vet contractors properly & provide necessary support. Given the circumstances of my pregnant wife & repeated recommendations from EAS, LHW's refusal to cover the replacement is not justified.

  Business Response

  Date: 08/13/2024

  August 13, 2024
  
  
  *******************
  Better Business Bureau Service the *****************
  **********************************************************************************
  
  RE: *****************************; Landmark Plan No. ******; BBB Complaint Case No. *******
  
  Dear *******************:
  
  Thank you for making us aware of *********************** 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.
  
  The service request for the air conditioner was denied based on lack of maintenance.  The contractor, A/C Rescue reported that the compressor had open windings and wires were melted off. In addition, there was a dirty condenser coil and a blown 30-amp fuse inside the disconnect. According to the contractor, this was a result of a dirty condenser coil,and it is recommended to replace the compressor. 
  
  Section F.3. of the contract agreement reads this contract does not cover repairs or replacement required as a result of failure to clean or maintain, according to manufacturer specifications, except as noted in Service Overview (3).
  
  When the warranty makes coverage decisions, we take into account the overall service history.  During the last several service requests,the technicians observed the unit showed a lack of maintenance.  The damage to the compressor had already occurred therefore Landmarks decision remains unchanged.
  
  We take your concerns seriously and thank you for bringing 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.
  
  Sincerely,
  
  ******************
  Landmark Home Warranty

• Initial Complaint

  Date:07/18/2024

  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.

  On June 28, the ** company contracted through LHW came out to perform maintenance on our upstairs unit. We paid out of pocket for the coil cleaning since that is not covered by LHW. That night, it was really warm. We called the ** company and they came the next day, Sat 6/29 to check why it was not cooling. They stated that a part was not operating correctly and they would call it in to LHW on Monday 7/1 to get the part replaced. They said it takes up to 3 business days to approve. At the 3 day ***** we called and were told the part is no longer made and would need to replace the whole piece in the attic. We were told another 3 business days to approve. At the 3 day ***** I called again and was given the runaround and told they could only email purchasing. Yesterday was the 5 day **** from the time they told me last week that they had up to 5 business today. It has been nothing but lies and the run around trying to get our ac repaired. We have been without the upstairs unit 3 weeks. We have 3 young children, one with an autoimmune disorder and she struggles to regulate her body temperature. Today, it was escalated and still was told the same song and dance. No one had bothered to call back or follow up via email to resolve the issue that our home warranty covers. Today I was told we could choose to take a $740 payout and pay the rest out of pocket. That will not even cover half of the cost to replace the part. Meanwhile, the downstairs ac is trying to cool the whole house and that got a clog and ended up flooding the first floor and we now have to replace all the flooring out of pocket because of their lack of professionalism.

  Business Response

  Date: 07/23/2024

  July 23,2024                                     
  
  Madi Posey 
  BBB of the Pacific Southwest
  
  
  RE: *********************, LHW Plan No. ******; BBB Claim No. 22011917
  
  Dear *******************:
  
  Thank you for making us aware of Mr. ****** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ************** have not been entirely satisfied with our service.
  
  
  On July 22, 2024,Landmark Home Warranty ordered the air conditioner air handler unit. The purchasing department is locating the equipment needed for the replacement and an estimated arrival date will be updated within 2-3 business days.
  
  Landmark Home Warranty apologizes for Mr. ****** frustration regarding this matter.  Landmark Home Warranty will reimburse ************** up to $300 if he would like to purchase a window unit or temporary cooling unit. He 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 a positive customer experience in the future.
  
  Sincerely,
  
  ****************
  Landmark Home Warranty

• Initial Complaint

  Date:06/12/2024

  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.

  Company uses deceptive practices. Realtor signs you up. First year is free, but then they auto renew without telling you and start charging you ~$70 a month. When you call to cancel, the agent tells you they are not authorized to cancel and the retention department has to call you back. The retention department is actually a high pressure sales department that repeatedly calls and sends emails trying to get you to not cancel. When you insist on cancelling, they impose (without telling you) a $75 cancellation fee that is buried in the fine legal print of the contract. Instead of charging your card on file, they immediately send this fee out to a collection agency and ding your credit. You dont know any of this has happened until you start getting surprise collection letters. When you call to inquire about the charges, Landmark agents say they dont know anything and the accounting department is unreachable for them. You have to continue to insist to speak with someone who knows whats going on. They then tell you that they do not handle payments for the cancellation fees and you have to take it up with the collection agency. Their business practices are deceptive, predatory, and retaliatory when you cancel. Would like Landmark to fix the ding on my credit report for the $27.89 cancellation fee balance that they sent to collections without even telling me it was owed!

  Business Response

  Date: 06/13/2024

  June 13, 2024
  

  *******************
  Better Business Bureau Service the *****************
  **********************************************************************************
  

  RE: *****************************; LHW Plan No.810154; BBB Complaint No. 21842612            
  
  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 records and found that Ms. ********* warranty plan was renewed on July 30, 2023. Section H 2,3 of the warranty plan advises that LHW may, in its sole discretion, elect to continue to offer you coverage at the end of your Contract term for another one-year term, under LHW's then-current terms and conditions ("Continued Coverage"). You agree that LHW may automatically continue your coverage under such contract terms and conditions and charge your account on the one-year anniversary of your Contract effective date, unless you cancel your Contract before its expiration date. If LHW elects to offer you Continued Coverage under a new contract, LHW will notify you of prevailing rates and terms approximately 45 days prior to the expiration of this Contract.
  
  ******************** did not notify LHW of her intent to cancel the warranty plan prior to the renewal of the warranty plan, therefore the warranty plan was renewed per the terms of the warranty plan.
  
  Section I1b of the warranty plan advises that LHW may not cancel this Contract during the initial term for which it was issued, except for any of the following reasons: a. Contract Holder does not pay a fee or charge due under the terms of this Contract.******************** did not make the premium payment for the month of April and is responsible for the $27.89 balance.
  
  Sincerely,
  Schawanna B.
  Landmark Home Warranty

• Initial Complaint

  Date:05/16/2024

  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 requested service on my ac hvac unit on Saturday, May 4th and the company assigned to my job was Solution Air. On Monday, I received a text message for an appt for them to come out to look at the issue on Friday, May 10th. On May 13th, I get an email (see the attachment) from Landmark home warranty stating I have 10 days to make a decision on the diagnosis to accept a check for $1225.19 for the covered items in the contract which I immediately replied that I want a second opinion. I didn't hear anything back in writing so I called them on 5/16/24 to make sure they got my request. I have further explained that if the check is sent to me after 10 days which I made clear, I do not want, it will be sent back to them. They told me that a second opinion is not an option. The unit is still working but just blowing out hot air. Usually in the past, they come out and its a simple thing to where it hasn't shifted over to air so I am questioning why the unit has to be replaced. The air handler needing to replaced will be out of pocket cost to the consumer. I have dealt with incorrect diagnosis in the past from other companies and have had to get an independent contractor to fix other jobs. The company is not working in the favor of the consumer who is paying them instead taking what the company says and running with it. What quality assurance do they have to vet these companies they provide the consumer? Before moving to getting an independent contract, I am attempting to have a third party to help mitigate this despite the hot temperatures that are happening.

  Business Response

  Date: 05/17/2024

  May 17, 2024
  
  *******************
  Better Business Bureau
  **********************************************************************************
  
  RE:          ******* & *************************, *** Plan No. ******; BBB File No. ********
  
  Dear **************:
  
  Thank you for making us aware of ****************** 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 (***) authorized Solution Air, LLC to replace a faulty condenser.  However, there are necessary modifications not covered under the *** plan and ****************** is responsible for the non-covered costs payable to Solution Air, LLC (line set $490, electrical $325,disconnect box $220.11, permit $225).
  
  Solution Air, LLC also reported that they need to replace the air handler unit for compatibility, and the out of pocket cost is $6,591.81.  *** cannot cover the replacement of the air handler unit since there is no incompatibility coverage on ****************** policy.
  
  In the alternative, *** has offered a reimbursement in the amount of $1,225.19 in lieu of the covered condenser replacement based on ***s costs.  ****************** may contact *** directly to advise of which option is decided upon.
  
  Thank you for your consideration.
  
  Sincerely,
  LANDMARK HOME WARRANTY
  
  
  
  L. Nelson 
  Claims Resolution Specialist 

  Customer Answer

  Date: 05/17/2024

  All they have done was regurgitated previous sent correspondence while still have not addressing my request for a second opinion on the issue with the ac unit.  I have a right as the consumer to request a second opinion. Basically, it seems as if this is a take it or leave it offer.  As previously stated, I've had companies make incorrect diagnosis and am requesting this. This company does not seem to be working the customer on this issue and siding with the companies assessment on the diagnosis.  I have NOT authorized and will NOT authorize these options. If a check is sent to me, it will be sent back to the company. 

  Business Response

  Date: 05/21/2024

  May 21, 2024
  
  *******************
  Better Business Bureau
  **********************************************************************************
  
  RE:          ******* & *************************, LHW Plan No. ******; BBB File No. ********
  
  Dear **************:
  
  LHW is in receipt of your letter enclosing additional correspondence from ******************.
  
  On May 20, 2024, LHW attempted to contact ****************** with respect to her request for a second opinion company.  ***************** may return the call for any further assistance regarding this matter.
  
  Thank you for your consideration.
  
  Sincerely,
  LANDMARK HOME WARRANTY
  
  
  
  ********************;
  Claims Resolution Specialist 

  Customer Answer

  Date: 05/28/2024

  
  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 have obtained a second opinion through the home warranty. I am awaiting the diagnosis from the second company to proceed with resolving this matter.  
  
  Regards,
  
  **************************************
  
   
  

• Initial Complaint

  Date:05/13/2024

  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 Home Warranty breached contract with me on my home warranty service. I submitted a service request on 5/6/24 per our contract, and Landmark informed me they would schedule a service visit on Thursday 5/9/24. Landmark then contacted me on Wednesday 5/8/24 informing me they had cancelled my service visit. I submitted a request to their contractor relations team to schedule my own technician (per contract language) and Landmark told me they would get me an answer in 48 hours. Contractor relations failed to respond to my request as of Monday 5/13/24. On Thursday 5/9/24 I contacted Landmark again to follow up on the service request and submitted a ticket to speak with a manager, and was told by Landmark it would be up to *************************************** A manager has failed to contact me as of Monday 5/13/24. On Friday 5/10/24 Landmark informed me they had scheduled a service provider to come to my property on 5/15/24, and when the service provider contacted me they informed me I was out of their service area and Landmark would need to schedule someone else. Landmark breached the contract by failing to schedule a service visit in a reasonable amount of time, or allow a local technician to be scheduled. They failed to refund my service fee when service was cancelled.

  Business Response

  Date: 05/20/2024

  May 20, 2024
  
  
  *******************
  Better Business Bureau Service the *****************
  ****************************************************************************
  
  
  RE: *************************; Landmark Home Warranty Plan No.780084; BBB Complaint No. 21702812            
  
  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.
  
  A message has been left for ****************** regarding his service request, and he has been notified to return the call for additional assistance.
  
  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.
  
  Sincerely,
  
  Schawanna B.
  
  Landmark Home Warranty