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:08/09/2023

  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 recently filed a claim with Landmark Home Warranty for a plumbing issue I was having at my home. When the contractor was repairing the issue, he told me I would have to pay $450 out of pocket as the home warranty did not cover "modifications." I agreed to continue the repair as my pipes were leaking. I contacted Landmark on 8/1 & again on 8/7 requesting an itemized breakdown of what they did actually cover and an explanation of why modifications were not covered, as it is not explicitly stated in the policy. On 8/7, I requested a supervisor to call me back to discuss them refunding me the $450 out of pocket expense. On this call, the representative told me that if something is not listed on the policy, it would not be covered. I reviewed the plumbing section of the policy and it does not explicitly state that modifications are excluded from coverage. To date, I still have not received a call back, an explanation as to why they did not cover the $450, or what they actually did pay. In addition, I would argue that the repair completed was actually a replacement vs. a modification (photos will be included with this showing before and after- it does not appear any modifications were done, repair just shows a newer part replaced). I am requesting that Landmark reimburse me the $450 that I paid out of pocket.

  Business Response

  Date: 08/15/2023

  August 15, 2023
  
  *******************
  Better Business Bureau
  **********************************************************************
  
  RE:          *************************, LHW Plan No. ******; BBB Case No. ********
  
  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 ******************** has not been entirely satisfied with our service.
  
  On July 30, 2023, a service request was placed for the plumbing system and AV Plumbing was dispatched (#*******) to diagnose any problems.  *********** contractor was authorized to replace a pressure regulating valve (PRV) and reported that modifications to the clip joints was needed in order to install the new PRV.  Section F-16 provides that Landmark Home Warranty (LHW) does not cover cost of construction, carpentry, or other modifications made necessary by a covered repair or replacement.  Therefore, based on the information received and the terms of the plan, ******************** was responsible for the non-covered modification costs.  LHW does apologize for Mr. ********* frustration regarding this matter.
  
  Thank you for your consideration.
  
  Sincerely,
  LANDMARK HOME WARRANTY
  
  
  
  ********************;
  Claims Resolution Specialist 

• Initial Complaint

  Date:07/28/2023

  Type:Customer Service 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.

  A warranty that doesn't repair an appliance in a timely manner is no warranty at all. Telling someone they have to wait up to OVER 3 MONTHS is a joke. The appliance repair company told us the part was no longer made. I checked with with another Appliance store they told us the part was no longer made. The warranty company must have scoured the earth to find some out of date part that is probably refurbished and told us they could fix our dryer in ***** WEEKS. I told then I understood a week or two, but over 3 months is absurd and is not really a warranty at all. That's why I reported them to the BETTER Business Bureau. It's not better business, it's bad business for the consumer. 

  Business Response

  Date: 08/03/2023

  
  August 3, 2023
  
  
  *******************
  Better Business Bureau *****************************
  ******************************************************************
  
  RE:      *******************************; LHW Plan No. 760822;Your File No. 20393066
  
  Dear **************:
  
  Thank you for making us aware of the customers issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ********************** has not been entirely satisfied with our service.
  
  Appliance Wizard reported to LHW that parts were ordered from the factory to repair the clothes dryer and that the parts were on back order. 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.
  
  In the alternative to waiting for the replacement part to become available, LHW offered ********************** the option of accepting cash in lieu of LHWs cost of the authorized repair, up to the amount of $139.66. Section C.9 of the warranty plan states that 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 contractors diagnosis. The customer notified LHW that he elected to wait for parts to become available. When Appliance Wizard is in possession of the replacement parts, the company will contact ********************** to schedule an appointment to complete the repair.
  
  Thank you for your consideration.
  
  Sincerely,
  
  LANDMARK HOME WARRANTY,LLC

  Business Response

  Date: 08/08/2023

  
  August 3, 2023
  
  
  *******************
  Better Business Bureau *****************************
  ******************************************************************
  
  RE:      *******************************; LHW Plan No. 760822;Your File No. 20393066
  
  Dear **************:
  
  Thank you for making ** aware of the customers issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ********************** has not been entirely satisfied with our service.
  
  LHWs previous correspondence accurately stated the information in our records, as well as our position. As stated previously, ********************** was offered the option of accepting cash in lieu of LHWs cost of the authorized repair. The customer declined this offer and elected to wait for parts. When Appliance Wizard is in possession of the replacement parts, the company will contact ********************** to schedule an appointment to complete the repair.
  
  Thank you for your consideration.
  
  Sincerely,
  
  LANDMARK HOME WARRANTY,LLC

  Customer Answer

  Date: 08/11/2023

  I stand by my previous responses. A warranty company that agrees to fix a broken appliance in 3+ months or offers 1/4 of the value of a replacement is no real warranty. 

• Initial Complaint

  Date:07/27/2023

  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.

  After two years I placed my first service request on 7/16/23. I did not hear anything until I called Landmark on 7/23/23. At that time I was told they were still trying to locate a contractor to complete my service request. On 7/24/23 I was notified by email that I would have to locate and schedule my own service and then would be reimbursed. I scheduled someone the same day and they were able to come on 7/27/23.The technician came and provided a diagnoses to Landmark to find out they would cover absolutely nothing that needed to be completed. One thing that is needed is cleaning of the condenser, which the contract plainly says it covered. When speaking with Landmark myself I was told the cleaning only covers "cleaning with water". There is ABSOLUTELY NO language in the contract that excludes any specific type of cleaning. Both people I spoke with could only tell me that only water was included for cleaning the condenser "because they work there". Mind you, cleaning with water would mean using my personal water house and water to clean it... So, I'm not sure how that would be covered in the plan I am paying for. In this entire process I found out Landmark could not locate an HVAC company to complete the work because their reputation is so tarnished in my area. With all this I HIGHLY RECOMMEND people seeking a warranty look at other companies and NOT purchase a plan with Landmark. When I told the two Landmark representatives (one named Alek) that I would likely be cancelling my plan neither offered any type of resolution or incentive for me to stay, after being with them for 2 years. Both simply said, "Okay" and the second merely said he would put in my request to cancel to their cancellation department. **************** was horrible and unprofessional. There was no urgency to assist a customer. Language in the actual contract is brief and vague so it can be easily manipulated in the company's favor so they do not have to pay for services their contracts clearly show they cover. Again, this was my first and only service request in 2 years and will likely be my last.

  Business Response

  Date: 08/03/2023

  August 3, 2023
  
  
  *******************
  Better Business Bureau *****************************
  ******************************************************************
  
  RE:      *********************************; LHW Plan No. 786775;Your File No. 20387438
  
  Dear **************:
  
  Thank you for making us aware of the customers issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if ********************** has not been entirely satisfied with our service.
  
  LHW was not able to locate a company to diagnose the air conditioning issue. Therefore, the customer was offered the option of having a licensed and insured plumbing company of his choosing diagnose the issue. ********************** was instructed to have the company contact LHW with the technicians detailed diagnosis of what caused the issue, as well as an estimate of the cost to complete the repairs, as the company would need to obtain authorization from LHW prior to completing repairs. The customers chosen company reported to LHW that the failure of the air conditioning system was caused by a lack of maintenance to the system. Section F.3 of the warranty plan states that the contract does not cover repairs or replacement required as a result of failure to clean or maintain. Therefore, coverage to repair the air conditioning system was denied. LHW agreed to refund the trade service fee for the air conditioning request and cancel the warranty plan at the customers request.
  
  Thank you for your consideration.
  
  Sincerely,
  
  LANDMARK HOME WARRANTY,LLC

• Initial Complaint

  Date:07/25/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/7/23, my central air system on the west side of my home failed. I contacted my home warranty co., Landmark HW, and was given service request #*******. The contractor assigned was ****************. The technician arrived on 7/11, and told me that the compressor had failed and recommended replacement of the unit. Ultimately, after several days of scorching heat, Landmark HW denied the claim. They stated that the ** unit had not been maintained. That was untrue because I had paid for a spring "clean and service" on 3/12/23 provided by Desert Foothills ** & Heating which has maintained the ** units for many years. I sent Landmark a copy of the receipt for the 3/12/23 spring service but Landmark still denied the claim saying the unit was not maintained, which is intrue. I even explained that the unit would never have lasted 29 years if it had not been cleaned and serviced every season. I added that I live in a rural part of ******* where there is constant blowing sand, dust, leaves and tumbleweed. Ultimately, due to the extreme heat this summer in *******, I had to purchase a new ** unit and coil which I paid for out of pocket - $5600. Landmark continues to claim that the ** unit that failed after 29 years.was not properly maintained.

  Business Response

  Date: 07/31/2023

  July 31, 2023
  
  *******************
  Your Better Business Bureau
  
  RE: *************************; LHW Plan No. ******; BBB Case No.  20376460
  
  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 ******************** has not been entirely satisfied with our service. 
  
  I have reviewed the records for property address **************************************************************. Section E-11 provides that LHW will not reimburse you for services performed by your own contractor without LHW's prior authorization. While LHW is not required to consider reimbursement for unauthorized third-party services, in an effort to amicably resolve this matter, LHW is willing to review an invoice from a licensed and insured company relating to the replacement of Mr. ********* air conditioning.
  
  LHW asks that ******************* uploaded a copy of the invoice (documentation) for the cost accrued by ******************** for the air conditioning replacement so that LHW may consider reimbursing any covered expenses. The requested information should include a breakdown of the costs incurred as well as the technicians diagnosis of what caused the failure. When I have received and reviewed the requested information, ******************** will be advised of any reimbursement for covered costs.
  
  Sincerely,
  LANDMARK HOME WARRANTY
  
  *****************************
  Claims Resolution Specialist             

• Initial Complaint

  Date:07/20/2023

  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.

  
  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,
  
  *****************************************-*****
  
   
  e almost died), eating from restaurants (it is way too hot to cook in our kitchen), plus all the pain and suffering from working in 93 degrees and trying to live as a family in a house that is this hot. We have reached our breaking point with the wrong parts being ordered yesterday. Despite our attempts to have this issue resolved quickly, Landmark continuously fails to show any urgency or initiative to fully resolve this issue. We really could use the help in resolution. We have reached out to an attorney as well to get reimbursement for this failed warranty experience. We will be compiling our supporting documents and attaching them to this claim as soon as possible.

  Business Response

  Date: 07/31/2023

  July 31, 2023
  
  *******************
  Better Business Bureau
  **********************************************************************
  
  RE:          ****** (*********) *****, *** Plan No.160013; BBB File No. 20350186
  
  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.
  
  On July 8, 2023, a service request was placed for an air conditioning system and Anders Air Conditioning, LLC was dispatched to diagnose and repair any covered problems.  Section E-10 of the *** plan provides that service work on covered items are guaranteed for 30 days from the date of the applicable service. On July 11, 2023, a recall was placed and Anders Air Conditioning, LLC was dispatched back to the home to diagnose any further problems according to the provisions of the plan.  The records indicate that there has been a delay in obtaining the replacement cased coil and equipment had to be reordered. Section F-7 provides that *** is not responsible for part or equipment delays or labor difficulties.  *** denies any liability with respect to any damages that *** have been incurred (Section F-6).  However, in light of the inconvenience and delays, *** is willing to reimburse Mr. and *************** in an amount up to $300.00 towards the purchase of a non-covered portable cooling device.  *** asks that Mr. and *************** provide/upload a copy of a paid receipt for reimbursement purposes.
  
  Thank you for your consideration.
  
  Sincerely,
  LANDMARK HOME WARRANTY
  
  
  
  ********************;
  Claims Resolution Specialist 

• Initial Complaint

  Date:07/07/2023

  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.

  My AC went out, the company they hired said it was the compressor, unit is 15 years old and probably not even sold anymore. Landmark was the last one's to work on it. they refuse to fix it saying it was my fault, I must of bent then pins on it. I don't even know what or where the compressor is. They refuse to fix it and blamed me. I'm defiantly getting another home warranty company and filing it in small claims court, this one is a joke.

  Business Response

  Date: 07/21/2023

  July 21, 2023
  
  *******************
  Better Business Bureau
  
  RE: ***************************;Landmark Plan No. *****; BBB Complaint Case No. 20289882
  
  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.
  
  On *************** contacted LHW to place an automated service request for the air conditioning system on June 25, 2023. **************** was advised that there was an exclusion placed on the air conditioning system and a copy of an invoice documenting previous repairs were completed by an outside company. **************** provided LHW with the requested invoice and the exclusion was removed on June 27, 2023.
  
  On June 27, 2023, *************************** was dispatched to diagnose and repair any covered problems found with the air conditioning system. It was reported to LHW that the compressor was in need of replacement due to the restriction of air flow shorting out the compressor as a result of damaged condenser fins and the condenser and evaporator coils being impacted with dirt and debris; and that the malfunction was not caused by normal wear and tear. The service contractor also provided a picture supporting the diagnosis. On July 10, 2023, based on the information received, and the terms of the plan (Section C-2), the claim was denied. LHW does apologize for Mr. ******* frustration regarding this matter.
  
  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,
  
  ******************
  Landmark Home Warranty

• Initial Complaint

  Date:06/26/2023

  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.

  Fridge not cooling- March 2023. 48 degrees. Scheduled service 03/24. $70. Tech came & said temp sensor broken. Came back a week later to fix. Didn't fix the prob. Fridge now 50. A week later we call LMHW to have tech come back- run around for weeks. They said they can't send same tech- we schedule another service call on 05/21. $70. This tech was unresponsive, no-show. He finally comes annouced. Said "Energy Saver" mode was on & that's why it won't cool. ****** is now up to 52 degrees. We kept Energy Saver mode off & fridge stayed at 53 degrees. We call the tech- no answer. We wait weeks going back & fort calling him & calling LMHW. Nobody can reach him. 06/14 LMHW reaches *************** a service call. No call from tech, no answer, no schedule. We wait 1 day as instructed, then 2, 3, 4 & 5. We call LMHW again & request a new tech since this one is unreliable. They say they can't send anyone until this tech closes out the ticket. We wait. We request a new tech. LMHW says we can schedule a new service call but we have to pay $70 AGAIN. I tell them no, this is outrageous. Why should we have to keep paying for techs that can't do their job? LMHW says they will have a supervisor call me the next day. Nobody calls. Constant run around from them. This goes on for another week. No call backs, same story, tech won't answer, we have to pay, etc. 06/26/23. I call LMHW AGAIN & get same runaround. They call the tech AGAIN, LMHW supervisor unavailable again, they need to call me back. No. I schedule a new service call $70 because my fridge hasn't been working for 3 MONTHS! Now they say that they don't have techs in our ********* will be a WHILE but gladly took more $. Unacceptable. I would like my fridge fixed & my premium & service fees refunded. I've never worked with a biz that operates so poorly. All call center staff in *********** read from same script & give you the runaround (respectfully).This is my 1st BBB complaint ever. Paid over $1123 to LMHW 4 nothing.

  Business Response

  Date: 07/08/2023

  July 8,2023
  
  *******************
  BBB of the Pacific Southwest
  *********************************
  *******,**  85014
  
  
  RE: ***************************** ; Landmark Plan No. ******; BBB Complaint Case No. 20241259
  
  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 making us aware of Ms. ******** issue through the Better Business Bureau.We take customer satisfaction very seriously and sincerely apologize that ***************** has not been entirely satisfied with our service.
  
  After reviewing Landmarks records, we show the repair for the refrigerator was updated as complete by the service contractor, MVP Appliance Repair on 07/06/2023.  Landmark provided status updates to ****************** via the email address on file, with the most recent was on 06/29/2023. Landmark confirmed the control board that was on backorder, was back in stock, and all parts required to complete the repair were en route to MVP Appliance Repair. The estimated time of arrival was 3-4 business days for delivery, and once received the contractor would call to schedule their return appointment.
  
  The contractor has confirmed the refrigerator is back in good working order;however, if there are any issues, Landmark is available to assist. Landmark appreciates ****************** as a valued member and hopes to provide her with a positive customer experience in the future. If there are additional questions or concerns, please advise Landmark at your convenience.
  
  Thank you for your consideration.
  
  Sincerely,
  Landmark Home Warranty, LLC.