Landmark Home Warranty

Initally, Landmark was a good service. However, this last time, it has been a very unpleasant experience. We had a problem with our fridge freezer. They sent out the most unprofessional and unreliable service person, we ever had to deal with. We took time off our full time jobs, with no pay, to wait on this guy, who had every excuse in the book to why he left us hanging by not showing up. When he finally did, and supposedly "fixed it", he actually made the situation much worse. The only thing Landmark would say is they have to send the same guy out. Absolutely not, we don't want this guy in our house; or, yet another reschedule. We are done with Scott's Home Services LLC and Landmark. We cancelled the service, and stopped all future debits from occuring. In addition, we want the $60 service call refunded since now we have to buy a new fridge because the repairman made it worse. We highly DO NOT recommend Landmark or Scott's Home Services LLC. Worst services ever.

Stay away from this company. They are dishonest and obviously train their staff to try and manipulate the customers. We had issues with our fridge and after 6 failed attempts to fix the exact same issue (within the 30 day recall period) we were then told that the problem wasn't covered under our warranty. Each time we asked them to return we were told they were re-opening our case but behind the scenes they were drafting new work orders, they charged us an additional $75 service fee for each new work order. After all was said and done we paid over $500 to them and our fridge wasn't ever fixed. When we called in to dispute these charges we were treated poorly, given the runaround, and told we would get a call back from a supervisor. That call back never came and we have had to call in again. After these service visits our fridge actually got worse and now we have to purchase a whole new fridge AND swallow all these "service fees" they charged without our approval. Save yourself the money and work with a better company. This company is dishonest and seems to be out to exploit people.

My family and I have been living in a house with no air conditioning since June 27th. We attempted 4 times to contact our home warranty before being able to book an appointment to have our AC unit looked at. I filed the ticket online, they said I needed to call, to submit forms from 2020 when an HVAC tech fixed our furnace. “Our warranty said they couldn't acquire the proper parts the furnace needed.” I submitted said sale receipts in 2020". Upon calling to have our AC looked at our warranty said we never submitted any proof our furnace was fixed. I submitted them again. I called and informed them I submitted the forms again and they claimed to have no records of any of these previous interactions. They would not even look at our AC unit until we proved we had our furnace fixed. Eventually we came to a conclusion, and they hired a contractor to look at the unit. The contractor they sent to our home said it was the compressor unit which over is 15 years old, and the parts are probably not even sold anymore. Landmark was the last company that had access to our AC unit. Now they refuse to fix or replace our unit. They insist that someone in our family knew what a compressor unit was, and proceeded bend then pins on it. I have children and animals suffering through box fans in every window because of Landmarks negligence.

They were really good to cover me. It was great so far.

They were really good to cover me. It was great so far.

They were really good to cover me. It was great so far.

My water heater broke and needs replacement. I filed a claim with Landmark nine days ago. They first company they sent out didn't even show up. The second company the following day recommended a complete replacement. I've received no updates or communications from Landmark. I had to call in today to find out they haven't even authorized the purchase of the water heater. Based on other reviews and this timeline I could go without hot water for a month. I really don't understand paying for a home warranty when repairs take this long. Hot water is a necessity so you think Landmark would hustle to make sure this is corrected, however, they feel the lackadaisical approach is the most appropriate course of action. It's almost like they don't care at all about their customers. From my experience their business model is to take your money and then eventually down the road they might fix the issues within your home.

I apologies for providing long review, but PLEASE read once if you want to save money and most importantly mantel stress and tortured by Landmark. DO NOT WASTE YOUR MONEY. SAVE YOURSELF A MENTAL STRESS AND TORTURED BY LANDMARK. Terrible company. Terrible customer service. Terrible process they have. (They cheat customers). They don’t care for fixing issues quickly. My A/C is down from 06/17/2021 till today 07/16/2021 (almost a month and not fixed yet and don’t know when it will be). By the way the issue can be fixed within 24 hours by any HVAC contractor if you hire them outside of Landmark warranty. So here the story… 1- Blower wheel of our A/C broke on 06/17/2021. We created a service request with Landmark. 2- Contractor took 2 days. He came on 06/19/2021 and took pictures of broken part. Told us that he will submit these pictures to Landmark for review to check if it is covered or not in warranty. Landmark will order the part if it is covered. 3- Landmark took 11 days (06/19 to 06/30) to review the pictures and to place the order for broken part. On 06/30/2021 they placed order only because I kept calling them for follow-up every other day between 06/17th and 06/30th. Landmark told me that they ordered the part from manufacturer (Carrier) and they don’t know when part will arrive. 4- I kept calling Landmark for next 13 days to get the status of ordered part, but no customer representative can give me clear answer. 5- When I called Landmark on 07/13/2021, customer representative told me that now part is available at local Carrier store and local Carrier store will call contractor to pick up the part. But not ETA. 6- Today is 07/16/2021 (3 days after part is available at local Carrier store), still no words from contractor to schedule the repair. So, I called Landmark again and customer representative told me they don’t know when it will be fixed. ----- BOTTOM LINE ---- 1- Tomorrow will be 1-month anniversary of my broken A/C. So, is it worth to pay Landmark for warranty service? NO. 2- During this month, I called other two local HVAC contractors to check if they have part available and when they can fix it. Both told me that they can come and fix next day. So, is it worth to pay Landmark for warranty service and wait for month to NOT get thing fixed when you can get it fix sooner? NO. 3- During this month, I made at least 15 calls to Landmark for follow-up and status check to make sure that things are moving. I also had an opportunity to talk with supervisor once. But unfortunately, his attitude was like THIS IS WHAT IT IS. You have to leave with it instead of helping to escalate issue. So, is it worth to pay Landmark for this type of customer service? NO. 4- Most of all, we have gone thru **** dealing with Landmark. It felt like we are paying them to get tortured. So, is it worth to pay Landmark for warranty service to get tortured? DEFINETLY NO.

We just started with Landmark Home Warranty and the first claim they would not pay at all even though their contract should have covered it. Now we have a problem without our fridge and have been without for 1 1/2 weeks. They never respond on the phone or email. Our claim has been floating around in their trash basket for a few days now. We are put on endless holds of hours and they do not call back even if they say they will when you leave a callback number. DO NOT USE THIS COMPANY!! Terrible customer service. Happy to charge you money and not provide what they promise.

I wish I could give 0 stars. Review: Landmark is the worst home warranty you can find. We have been without heat or AC since the end of October. It is mid December. Our poor animals and humans in our home are FREEZING. Landmark is waiting on a part from their distributor and we were promised it AROUND December 10th. We have been given the runaround with Landmark. Friday 12/11 we called dozens of times and left call back numbers and had someone even say they’d call us back. That never happened. We were supposed to *hopefully* have the part by Friday, December 10th so all we wanted was an update. Well come to find out the part might not be in until JANUARY 11th. We have had no heat or AC since the end of October. Our dogs, ourselves and our CHILD have had no heat in our home. It is mid-December. It is freezing. I’m surprised our pipes haven’t burst. About 2-3 weeks ago they offered us a “pay out” and would send us a check with what they would cover and we would cover the rest. We considered it but we would have to pay almost DOUBLE to what we agreed upon. The funny part is the AC/Heat company they have contracted to do the job HAS THE PART and could do the job TOMORROW. But noooo Landmark wants to take the cheap route and wait for their distributor almost 3 months out since we lost heat/AC. This is neglectful. Also, you might suggest “try to call Landmark”. LOL. We have waiting on hold for up to 2 hours and then finally it will tell you to leave a call back number and they never call. There are no working emails (or representatives choose not to reply) and no way to directly contact anyone via phone. My advice: do not even waste your time considering Landmark.

In March of 2020, I submitted a claim. Landmark sent a repairman who lived over 2hr's away. He told me it wouldn't be worth his time to fix it, and he only took this request to continue his contact with Landmark. The claim was approved for nearly six months, yet they did nothing. Each time I contacted Landmark, I was told it was approved to be fixed, the part was located, and had Landmark representatives supposedly bring this issue to supervisors and managers' attention, etc. After Landmark did not attempt to communicate, six months after being approved, the claim was rejected without justification. Then for some unknown reason, Landmark required me to submit a home inspection to prove the issue in question was in working order when I purchased the home. It begs to question, why wasn't this request made when I contacted them multiple times in April, May, June, July, or even August? In the end, I put my faith in a company that wants to find a way out. The length of time it took this company to do anything, the multiple attempts to get the issue at hand resolved, the numerous hours on hold and their attempt to work around completing their end of the bargain is ridiculous at best. After giving up on Landmark, I called a local contractor and had everything fixed within a week for less than $200. Now they want fee’s collected for services that weren’t completed because they failed. Please don't waste your time; the company it's nothing more than a scam.

Terrible experience. I called my own contractor because there was only one in my area listed as a certified tech for my tankless water heater brand. That was a mistake, because now this company will not help cover the cost of the replacement. I didn’t follow their process exactly was their response even though I had the only certified tech do the analysis and work. Seems like this is their business model. They were also very slow at getting back to me. Poor poor poor customer service. I will not be promoting this company to anyone. Seems like there are a lot of us out here with poor experiences. Very sad.

I had Landmark for 3 years and every time I had a pool issue, it was a nightmare to work with them. Most of the time they had no contacts for pool repair, and I had to find someone myself. Then, after the repairs, they would decline to cover the cost. Avoid them!

My Service Request number is 1909056. We have a Plumbing issue. ******* Plumbing came on May 29th. They have submitted everything on their end and we have yet to hear from you on approval of the claim more than 2 weeks later. We have emailed, called 3 times and waited on hold for a combined 4 hours without being able to talk to someone who can move this issue forward. We have left call back numbers, been hung up on (I do not believe this was intentional, but they did not use my callback number), and I am currently on hold now. Thus the three separate calls needed. This is more than a little frustrating, my wife and I are very upset with the poor service and response time. Additionally, I performed an experiment by calling to "Purchase a New Warranty". My call was answered in less than a second. Unfortunate they do not staff to take care of existing customers, but are able to immediately get new customers in the fold.

Refused to cover repair if covered part even they replaced part previously. Denied they repaired existing tub valve.

After calling and calling and calling landmark and not getting anyone to come out for a leak that was ruining my ceiling, I finally called the HVAC that put in the system and paid an extra fee for their service guy to come out and unplug an overflow pipe that was causing the leak. Landmark finally called me back on Tuesday and their contractor that was supposed to call me back on Saturday had never called. Additionally their prices keep going up and their service charge is an automatic $100 taken out of your checking account before the contractor even calls you back. And they also Just increased their monthly and yearly costs. The service people they get do not like working for them and do not always do a good job. And I can’t blame them because I didn’t like dealing with him either and they don’t get the work done and they don’t care whether they get the work done.

1. The first tech diagnosed both pool pumps failed because our neighborhood flooded during Hurricane Harvey. Landmark contract does not cover flood. I appealed the denial. However the flood water was actually below the pump bearings. Needed a second opinion resulting in replacement of both pumps. The second technician did an excellent job of installing the pumps and checking my entire system. 2. The A/C service company replaced the fan motor on our 5 ton condenser. During their visit, they found leaks in the air plenum and retaped those. They unplugged the primary drain lines in two of our A/C units, both at the plenum outlet, and down the drain line to the house plumbing system. The tech did an excellent job and was good about asking all my questions. 3 weeks later the drain lines are blocked again. I fear the source of the problem has not been eliminated by simply cleaning the drain lines. Unfortunately in shaking the 1/2" PVC drain line, it separated 10 ft away at an elbow. Water soaked the insulation, spilled onto the second floor ceiling below, and down to the first floor ceiling before we noticed it. We filed a complaint and are waiting. The contractor said they did not have Liability Insurance yet Landmark requires they do. The resolution is still being worked at this time. Landmark gets high marks for holding our hand thru the entire process.

Work was fine, but they have limits to what they will take care of. You have no idea what the situation calls for until you have the person come out.

PRO: I liked being able to submit tickets online. That's nice. CONS: Pretty standard at first - There were a few issues that needed looking at after the home inspection. However, it's become clear that the contractors that Landmark uses are way sub-par, and the warranty coverages are incredibly limited. "Tune ups" are inspections are essentially ESTIMATES for work for the contractor (not even free - but $70 service call estimates- and they don't even "tune" anything up. Just tell you what work you'll need done that's not covered by the warranty). Which are *not* covered by the warranty. And if you are not satisfied by the service of the contractor, it's your word against theirs if they performed the service or not - because they cover only a limited number of times of a particular service. It took HOURS of phone calls to get a plumber out to visit for a 3rd time - because they didn't do the job the first two. (They didn't the third time either, but why should that be different.) And if you cancel, they'll pass all those charges - service fees, labor, parts, etc. along to you to prevent you from getting a fair refund. It's a waste of time and money to use Landmark Home Warranty, and my experience has me questioning the value of a warranty at all. Considering the service fees, the higher quality contractors, and the poor and limited customer service options, best to avoid LHW.

They have gone above and beyond our expectations with their prompt attention.

I called Landmark Home Warranty because the temperature differential was 10 degrees on my AC unit and they sent a service provider from Air Command for a $65 service charge. The service provider came by on Wednesday, then I called Air Command on Friday since they did not call me and tell me the results of the service call. They told me that my 2 ton and 3 ton units were undersized for the 2600 square foot house that was built 7 years ago and recommended that I buy new AC units for 15,000 to 20,000 dollars and have them installed. I then called Landmark and let them know I was going to call another service provider and I asked if I could get my $65 service fee reimbursed if the other service technician found a problem that the original did not find and I was told that I could. So, I called George Brazil and they told me the freon was low, recharged it and then I got a 20 degree temperature differential and was charged $300 for the service. Next, I called Landmark to get my $65 service fee reimbursed, when I spoke to landmark they told me that $65 dollars fee was to have Air command come out and (mis)diagnose the issue and that it was non-refundable. What should have happened, was that I should have gotten the service fee back, Landmark should have contacted Air Command and been reimbursed and Air Command should have spoken to the technician and made sure he was performing basic troubleshooting like checking to see if the freon is low.

Paid $100 deductible, took a week to get a plumber to show up. Then the plumber said the water heater need to be replaced. They call me later that day to tell me that I am responsible for $900.00 out of pocket. The plumber came up with all kinds of bogus charges to drive up the price, they refuse to send a second plumber. Copy of exact email they sent me: "Good Morning, Great news! We are going to replace your water heater and the labor to do so. However there are a few modifications that the warranty does not cover for. Below is the breakdown of the out of pocket expenses. Please review them and let us know that you approve and we can move forward with replacing your water heater. Please let me know if you have any questions or concerns. Thank you! Ball valve $75.00 TMP Modification $50.00 Water line Modification $95.00 Second man $130.00 Permit $175.00 Vent modification $375.00 Total out of pocket $900.00 OR You can take the cash out. Replacement $261 Labor $130 Total cash out $391 *** Please keep in mind due to our negotiated rates with our contractors and vendors out cash outs are not at full retail***" I had a different home warranty company replace a water heater last year and I only paid $125.00 out of pocket- WITH NO MODIFICATIONS. The house is less than 10 years old, and the exact same water heater is available. There should be no modifications. Called the city and the permit costs $55.00, not $175.00. They will never pay for labor on anything that requires a second person. There should be no modifications. My claim was managed by Jessica D. and Nichole P. I would not recommend this company to anyone that has anything other than a minor problem.

Landmark collected their $70 service fee and initially selected a contractor who wouldn't be able to come out and look at the gas for a week. I called Landmark back to let them know that this was an unacceptable length of time to be without hot water, and they said they would find a contrator who could come out sooner. They did find such a contractor, who came out the next day, but looked at the job and told me that the person in his company who does that kind of work wouldn't be available until the next week either. At this point I decided I was done letting Landmark pick the contractors, and would find an emergency plumber on my own and pay out of pocket for hot water. I requested Landmark cancel my claim and refund my $70 service fee. The did cancel my claim, but refused to refund my fee, despite no service work having been performed. They basically charged me $70 to have a plumber come out for the inspection visit that any reputable service company does for free to provide a quote. When I protested that no work had been done, I was told that it was Landmark company policy that no refunds are offered if a contractor even visits the property, regardless of whether any work is performed. While charging a service fee seems reasonable, along the lines of a co-pay collected by health insurance, it's only reasonable if the service actually gets done. Keeping my $70 when no work was performed is a shady business practice.

The repairman came in the heat of the day and fixed the problem right away.

They have been great. They cover all appliances, heating, air, and plumbing. It is $60 for an initial visit to have a ticket open. They basically fix whatever the problem is, but any secondary damage, like in my case. I had a pipe burst. They helped me with the pipes, but all of the flooding, I had to go through my homeowners insurance as a result of that. It is a little bit of paperwork, but it has been working well for me. I didn't do a whole lot of comparison shopping. The first year of service was a gift from my real estate agent. I don't think the price has been awful for what they have covered. I have just had great service and had no reason to change.