Landmark Home Warranty

They were very responsive and sent a good company

Stay far away from this company. Landmark works exclusively with non-reputable contractors just looking for a quick-buck (i.e, service fee) with no plans to actually resolve customer issues or abide by their contract. Highly considering filing legal breach of contract claim against company. Air Conditioning Fan Motor Repair - Contractor Name: Serveway (1) AC motor fails (2) Service contractor (selected by LM) arrives at home to review (3) Contractor begin looking for any potential reason to reject claim (4) Contractor finds dirty air filter in attic (5) Contractor claims dirty air filter in attic causes outside AC motor to break (6) Second opinion solicited from non-LM selected contractor: "A filter in the attic portion of your unit has nothing to do with the outside unit and could never cause this to fail." (7) LM response: "So what, rejected." Pipe Leak Repair - Contractor Name: Dispatch Home Services (1) Wet drywall ceiling noticed (2) Service contractor (selected by LM) scheduled to arrive at home (between 8am -12pm) never shows up, calls at 8:30 pm to say he is running behind. (3) New service contractor (selected by LM) arrives days later (4) Contractor cuts hole in ceiling where wet drywall exists (5) Contractor: "I don't see any leaks. Oh, by the way, Landmark won't cover the hole I just cut in your ceiling." (6) Contractor leaves (7) "Claim denial" from Landmark (8) Leak persists

Great! I expected that they would fight me every step of the way on needed repairs and parts. They did not fight me! They quickly approved any parts that the service contractor recommended. Also, they followed up with me and the contractor regularly to make sure that I was getting the things I needed. $450 for a year of warranty (which the home seller purchased for us). $60 service call deductible.

They were out right away and fixed it.

TERRIBLE! They do not contract with enough vendors to service the area. I've had to wait almost 2 weeks to get our A/C repaired. They do nothing to try to help with expediting the process.

He stated the AC didn't have a p trap and built one on the spot. He even provided a drawing and explained how the system functioned with and without a p trap. He did an awesome job! Would definitely call them again, if needed.

Professional and cleaned up after job completed

The contractors are awesome, friendly, professional and punctual!

I have had a great experience with landmark home warranty. We have purchased our home in April, and we chose to go with Landmark. We live out in the country and the things they had to offer were exactly what we have needed. Seems to be because of how far out we live, middle of nowhere, they have a little bit of a difficult time finding contractors who will come and service us. But they find someone quickly and they have been the nicest, going above and beyond, contractors I have ever experienced. We had a little hiccup one day with a contractor(just some miscommunication) and Landmark was on it to make sure everything was corrected and that we were taking care of ! I have been very thankful for our home warranty and the experience we have had with landmark will make me want to continue my service with them for several more years to come! and I do recommend them to everyone I know that is looking for home warranty! Thanks! - Happy customer!

Fantastic phone service. They delightfully tell you everything you want to hear from your Home Warranty Company... and that's where the good service ends. What follows is a run around from account rep to account rep, a series of unreturned calls, ignored e-mails and a home with a malfunctioning Air Conditioning system in the Summertime in Texas. They'll send out just about anybody in a white van with the word "air conditioning" stenciled on the side who will accept their low reimbursement rates, then they'll say they stand by his work until it proves he was wrong, then they'll charge you another $70 service fee to send out another guy in a different white van to tell you it's broken, BUT then they'll tell you that your claim is DENIED. Oh sure you'll appeal, but as they only answer to themselves they'll deny that as well. Bottom line, they look for any and EVERY opportunity to deny your claim. Never again will I use nor would I ever recommend Landmark Home Warranty.

I am not one that usually leaves reviews for companies at all but I am one that very much pays attention to them before buying from them. In this case I decided to buy a home warranty with LandMark for two houses that I have. I have been dissatisfied with having to use them on each of the houses I have, each dealing with HVAC issues. Customers are the life home warranty companies and the reviews I read from LM were quite impressive and they were local so I figured I would go with them due to those factors. Upon having to use them for my Central Air Conditioning unit at my house and for the evaporative cooler and for my refrigerator in my second house I have thoroughly been disappointed with them and unfortunately will not renew my contracts once they expire in the next 9-10 months. It is unfortunate that when an item is deemed dysfunctional that they give you what they feel is the value of the device/unit regardless of what the partnered contractors claim they need to charge to replace/repair it. Insurance is in place to be insured for when an item goes wrong, not so the insuring company can find ways to claim they either wont cover the cost associated with it (Like LM did with my central air system that wasnt cooling properly, but after the contractor came out and identified that the system needed to be replaced due to it not operating properly as it wasnt cooling the house below 85,* they said that this was working and functioning and if I wanted to have it cool better then I would have to pay for a new system myself.). (I ended up paying $5400 for a system that operated properly after they denied my request, saying that the unit was working and blowing cool air. The most recent experience came by the way of the evaporative cooler for my second home. One day it did not turn on. They hired Swamp Tech tom come look at the unit, who identified that the system was not working properly and needed to just be replaced as it was too old to replace anything on the unit. LM claims that the value was going to cover only $194. $194? Why did you offer me a home warranty if you arent going to cover the expense to replace the defective part and labor involved? I was quoted that the part and labor was going to cost anywhere from $400-$550 depending on the time it takes to replace it or I would have to buy a new unit myself ($400-$700) and then pay approximately $750 for labor. This is a bill that I would have to pay for myself. I understand that if these companies paid out every claim they would ultimately go out of business. But this seems like a sleezy way to get money for peace of mind and then ask you to pay for more in the end. Sorry LM, I have given you multiple attempts to prove your value and each time I was left in the dark footing the bill. Sadly, I have now bought a new Home Warranty with a competitor that was a little more expensive in hopes that the service and support is worth its value. It is nice to have a home warranty for peace of mind, but sucks quite a bit when you actually need to depend on them and they leave you hanging over and over again. I am sure they have been great with other customers and they are polite over the phone with you when you speak with them, but I wont be a future customer after dealing with them multiple times.

Our warranty is through Landmark Home Warranty and they have been difficult. It’s not that they are bad home warranty thing, it just that they did something and the communication was incredible poor. They gave us their market value, they gave us everything. We had a microwave that died on us and they gave us all that. It’s just that microwave died three weeks ago and we just got information that they were going to replace it but they said we needed to pay our deductible when we had paid our deductible, but the people who had come out and was servicing it did not turn the deductible into them. They weren’t going to do anything until they got that deductible when they came after us saying you haven’t paid it and you are not getting anything until we get paid when we had. It’s not that they have been nasty or anything like that, it’s just a little poor communication. They have done everything they said they were going to do and they are very pleasant however their communication and time lapse misinformation has been kinda. The warranty service is $70 for when you have a call out. It’s $550 a year, but, of course, the first year has been paid for by the seller so that’s my problem. We looked and that’s average of what they are all are and we went ahead and dealt with them. They have been pretty good but they have been difficult to get the two companies coordinating. They got lucky, they went ahead, I understand this, when they go to give you an appliance it comparable to what you got. They go as low wall as possible because they are not going to give you anything other than the absolute basic equivalent of what you had. They got lucky because that basic one happens to be top rated as far as consumer rated went. So all was well in the end and everything is turning out fine. Had it been something in bigger deal in another type of situation lowballing your replacement value give you much inferior quality.

Landmark Home Warranty is practically a scam. My water heater broke one week after moving in. I called them to send someone out. After I paid the service charge of $65, their plumber installed a refurbished control valve. That night there was gas leaking out of the water heater. I called the plumber and got no answer, then tried to call the warranty company, after being on hold for 20 minutes I gave up. I called in my own plumber (Lee's Plumbing) they sent someone out that day who diagnosed the faulty control valve and found another two parts that were broken on the water heater. It was shooting flames out the bottom which Landmark's plumber did not diagnose. I opted for installing a new water heater which of course Landmark won't pay for. I emailed the company about reimbursing the water heater. They replied that if I emailed an invoice they would send me a check. I emailed the invoice and never heard back. I have also contacted them again asking about the progress to which they did not respond. I called them and asked my policy to be cancelled and a refund sent to me. They did cancel the policy and refunded the amount AFTER taking out a $65 fee which I have no idea what it was for. So basically I lost $65 service charge to their significantly shoddy plumber and another $65 fee which I assume was just flushed down the toilet. Thanks Landmark for opening my eyes to the ridiculous practice that is home warranty. Save your money, they won't cover anything anyways and you will end up paying more in service fee's than you recoup. Lesson learned.

My A/C stopped blowing cold air late at night, so I contacted Landmark and didn't know they had after hour support. I spoke the customer service person and she took down all my info and said that a contractor at the A/C company would contact me. The contractor called me first thing the next morning and scheduled me a few hours later. Gene at Talegen arrived early and got me up and running within an hour. This was a great experience and thankful for having the home warranty and would recommend Landmark to anyone. I only paid my $60 contractor fee, but I am sure this service would have costed me a few hundred dollars.

The only reason Landmark is not getting an overall F is because of one person, Todd Molis, Service Report Specialist. This is a way long story about Landmark's complete failure to take care of business and follow through with its responsibilities and obligatons to repair my air conditoning which it ultmately did; however, again, only because of my own persistance and Mr. Molis. This customer reached out to several persons in Landmark's customers' claims, all of whom failed to respond or follow-through. Several persons who failed to respond and follow through include Claims Manager, Ednashia Mance, another claims manager, Jazzy (last name unknown), and Jazzy's immediate supervisor Cheyenne (last name unknown). Starting with Ednashia and ending with Cheyenne, each claims person had extended coversations with this customer regarding Landmark's complete failure to respond to replace the air conditioning coil as Ms. Mance reported on July 7, 2016, that Landmark would replace the coil after it had been on two occasions inside of 60 days. Each person completely and absolutely failed to follow-up with this customer. It was as if Landmark went into disregard mode and don't respond or answer the phone mode. Landmark's conduct was completely unprofessional and insulting as well as disappointing and frustrating. This customer then reached out to the sales associate who sold the policy, Stacye Blake, in Austin, Texas. I have no idea what Stacye did to help the situation; however, I know after I called her she only responded in emails that she would address the situation. She never returned this writer's call to express Landmark's intent or its steps to replace the air conditioning coil. However, after communication with Stacye, Todd Molis did, in fact, call me out of the blue. Know this: Todd was THE ONLY person with Landmark who reached out to this customer with efforts to satisfy my claim. I reckon Stacye may have referred Todd to me but I do not know this for a fact. Todd at one point did state that Landmark's poor performance should have never gotten to him for a course correction and that it should have been resolved much sooner at other levels. The crux of the situation was the last I heard of my initial claim's manager, Ednashia Mance, who left me a voice mail message on Tuesday afternoon, July 12, 2016, that she was "working on" costs of repair with the sub-contractor. The next day, Wednesday, July 13, 2016, after leaving a phone message and an email message with Ms. Mance, I never heard from her. It was not until Thursday morning, July 14, 2016, when I spoke with the vendor who advised that Ednashia Mance, my Landmark Claims Manager, declined his bid to replace my air conditioning coil. I never heard from Ms. Mance regarding this denial. In the meantime it was a balmy 98 degrees and 101 degrees in Austin, Texas. I am whole heartedly convinced had I not furthered my claim that Landmark would not have followed up on my claim for a new air conditioning coil. Here's the laughable part, the vendor who they denied my claim to replace the coil did the repair, at his original estimate which Ednashia intially declined. Trust me, I could continue but I am eager to submit this review and return to work. Landmark's grade - D minus, at best, and that IS ONLY because the coil was eventually replaced and Landmark was quick to have the air conditioning charged with freon and because of Todd Molis. Oh, by the way, do you reckon Landmark Home Warranty will contribute toward any of my two nights' expenses for hotel costs. approximately $300? Probably not. I can certainly wait until I get to work further with Landmark. The policy is paid-in-full for 12 months. Oh well. Onward. Montgomery

Texas in July, two small children, and home temperature is rising because the air conditioning unit is broken. Landmark won't consider this an emergency requiring weekend service because "it must be over 100 degrees for 24 hours, including overnight." Just for reference, it is 113 degrees in Death Valley right now. Tonight? Dropping to 83.

The home warranty uses your lower end repair companies and I understand they have to control cost. I received the repair companies info and after a day had to reach out to them. They were not listed on Angie's list. It took a couple days and phone calls to get them here. They were late and repair man worked out of old pickup truck. No company name on truck and no uniform. The repair was made and thankfully it was a simple one. I would not feel comfortable using this company for a major repair.

Landmark was the contact point for repairs under one year contract I received at the time of home purchase. This review is on their coordination service, not the actual repair.

We recently purchased a thirty year old home & we asked for the Landmark warranty to be included by the seller because all the appliances were original. In the five months we've lived here, we've opened claims for a garbage disposal & a ceiling fan. Both times, Landmark's customer service was excellent & the contractor dispatched by the firm was professional & responsive. I highly recommend Landmark & plan to renew the contract next year.

We chose Landmark when we bought our house in June of 2015. We had an almost identical experience as another member as it pertains to the pool. 1st, I called in a problem which I described in detail (that our overflow drain wasn't draining -perhaps clogged) and they sent someone out even though they knew it was not covered under the warranty. Their excuse was "sometimes people call a spa waterfall an overflow or mistake terms, so we always have to come check it out and have you pay the service fee." The company declared it "not under warranty before they even got out of their vehicle. Then, when they didn't like that I had grounds to not pay the service fee, THEY (Landmark) sent out a plumber that I did not ask for and tried to get me to pay for that! In this instance, after speaking to management, the service call fees were waived. Then, when our pool pump started leaking, they sent a repair technician who was out about 8 times, replaced parts repeatedly, never got it fixed, and then I was told "repairs exceed the amount allotted so I will have to pay out of pocket." I protested since nothing was actually ever fixed and was told "we have to pay them to come out there, so labor charges apply regardless." Ultimately, I was offered cash in lieu of repair (minus the "labor charges" of about $500 of the $1000 allowable amount" and had to pay $1300 out of pocket for a new pump and installation. Now we have a couple of additional items that need addressed, but I haven't called Landmark because I don't trust them to send out a reputable person to assess and repair or replace. Also, we had the HVAC service in the fall, were happy with the service and the technician, and henceforth requested the same company return for the spring tune-up. So Landmark decides to send the work order to another company because the one I liked "no longer made the list". I declined their appointment, contacted the company I was happy with, and they agreed to take the Landmark price to complete the tune-up. Well, Landmark & company B found out about that (when company B called again to try to get me to set up an appointment with them) and got upset. Suddenly, company A was "back on the list" so that Landmark could get their cut of my service call fee. Despicable. If you are shopping for a home warranty, I don't recommend Landmark.

They hired contractors out. They sent them here and they ended up not finishing the job and then my air conditioner overflowed and I had some water damage. They paid for it. It's not worth it.

I immediately called Landmark to report the damage once I returned home (about 4 hours later)..well they said they did NOT cover ANY damage the worker may have caused calling it residual damage! I said there was NO damage until the contractor left! It was a battle. I looked up the company and saw that he had HORRIBLE reviews. Why do these warranty companies use poorly rated contractors?? It is easy to check them out.....it took me about 5 minutes! They sent the owner of the company out to see the damage and he said he would take care of it and never returned or took my calls again....oh and LANDMARK, they clearly did not care! My floors had thousands of dollars worth of damage that they never took care of. BE SURE TO CHECK THE RATINGS OF THE CONTRACTORS BEFORE YOU ET THEM IN YOUR HOUSE!

I have been a faithful customer of Landmark Home Warranty for the last 2-3 years, and we have 4 accounts with them for all properties we have. Over 2 weeks ago, our water tank heater was leaking, and we called LHW on Jan 04, and they scheduled a contractor to come to check the water heater tank. After the contractor showed up in my place, they provided the information back to LHW. 6 days later I called LHW, and I they told me there are still reviewing the case and will get back with me shortly within the same day. The next day, I called and followed up with them again, and they still don't have the answer. Finally, after I called them over 5 times, someone from LHW provided me with the answer. They told me either I can cash out for $373 (option 1) or I have to pay extra $850 out of pocket (option 2) for them to replace my water tank heater. I am very confused with these options as they are not really a solution. I have been paying my home warranty in full amount for the last 3 years, and they are not willing to fix the problem unless I pay another $850 out of my pocket. I am not willing to pay $850 out of my pocket because this is the reason I have home warranty in the first place in case if something broke, the home warranty will cover this. As for Option 1: I reviewed the contract again, the contract mentioned that they should reimburse up to $800, not $373 as they offered me. They denied this and they gave me so many excuses to stick with $373. I told them, their money would not cover the cost of the tank itself (50 gallon, natural gas heat), as they cost minimum of $400 in local home depot store. Their argument is that is the wholesale price that they pay for water heater tank. So, I told them, why don't you ship me the tank that you have and I will pay the shipping cost. Jeremy, the manager of LHW, said we can't do that at all. I responded "Why not?" He didn't answer me. The truth is that they can't get that price ($373) at all for water heater tank. And then I response back to him, how about if I pay you $373 for LHW (in addition of home warrant fee ($500) that I already paid early this year) to fix my tank. He said, he still can do it. Bottom line: LHW knows that to replace this tank with the labor cost if will cost more than $373, and they are not willing to pick up the cost/tab for it. The fact is LHW is scamming people around right now by fixing things that is small charges (under $200-300), but when it comes to large item that cost more than $500-600, they will try to find a way to avoid that charges with all costs. As of today, I have spent over 6 hours on the phone talking with them, and we still don?t have a solution. I am reaching to their Executive leadership to solve this issue. Please be very careful before you sign up with them. After they collected my money for over $2000 for 4 accounts (4 properties) for 2 years, they're denying my right to get the service that is covered under their contract! Ricky (rhalim***@gmail.com, jennan***@gmail.com) Acct: 6011*, 6531*, 1386**

Plumber was aware of issue and had the part ready when he arrived. He was prompt and my the new disposal replaced in under 15 minutes. The new disposal is better than the one that failed. It may not always be perfect, but this job was a close as you can get to a perfect claim repair.

We bought our home four months ago, the seller provided basic warranty, unfortunately we chose Landmark Home Warranty, and paid for upgraded services to the tune of $600+. After about six weeks of living in the home, we noticed a number of small issues, we kept a list of them for repair. Simple things most, hose bib leaked, reverse polarity on an outlet, stuff like that. We had an infestation of yellow jackets, called it in with the rest of the list. The phone call started with them asking, "how can I make your day better?", and quickly turned into, "no, that's not covered, and no, that's not covered either). Then the weather turned colder, and we fired up the pool heater. It worked for a few days then only cycled on for a few seconds and turned off. We called Landmark, and they said that they'd send out a contractor. 10 days go by and nothing. We call the contractor they chose, hey what's the deal, they tell me oh, we told Landmark that we don't do that kind of repair. So I called Landmark again, "how can I make your day better?", well you can start by fixing my pool heater like you promised, your contractor doesn't do this kind of repair! So they sent another contractor, this one "contended" that they perform pool heater repairs.... The contractor came to the home, he told me he didn't know much about pool heaters, but had been blown through a fence attempting to fix one once, (should have been my first clue). He told me very certainly that it was a vacuum switch, but he'd have to get Landmark to authorize the easy fix. A week later I had to call Landmark to ask what was going on? after 90 minutes on the phone with them they agreed to authorize the replacement of the $35 part! This went on 5 times, Landmark's contractor came out, swapped a part, it didn't fix the problem, they said that Landmark had to approve the next part swap, Landmark did nothing, I called them wasted another 90 minutes each time, ( I know that it sounds like I'm exaggerating here, but truly I never spoke with anyone at Landmark without first waiting at least 20 minutes on hold), they would authorize the contractor to swap the next part, it would take another week for the contractor to come back out, swap a part and repeat. Apparently the inept contractor chose to guess at the fixes by replacing parts at random. Until at last the contractor determined that there are no more parts to fix, and the heater now needs to be replaced. Contractor told me that they again are waiting for Landmark to approve. Two weeks go by, nothing, I call Landmark, they tell me that I have no more funds available for the pool heater to be replaced. I told them that they chose the inept contractor who squandered all of those funds, not me. If I had chosen a contractor, I would have picked one who knows about pool heaters, how to fix them, and could determine the problem and fix it, or determine it unrepairable, and then apply the funds to a new heater. I feel that everyone makes mistakes, I know I've made plenty, but I'm taking my time to write this review because I don't think that Landmarks deplorable service is a mistake, I feel that it is their modus operandi, to dupe homeowners like me into paying their fees, and then not providing the implied service. It became clear to me that they actively do all they can to defer, deflect, and possibly deceive so that they avoid any costs associated with a repair. They are the worst company that I've ever dealt with. I am surprised and a little suspicious, by their high ratings on here, they certainly aren't as high on yelp. Update 12/23/2015, I did my due diligence researching contractors, and found a great one. I called them yesterday, and they came out same day. He was at my home for less than 45 minutes, during which he: found the problem, diagnosed it, confirmed with the heater manufacturer, fixed the problem, cleaned up and left! We got to enjoy our pool/spa last night for the first time in 9 weeks!!! Forty five minutes to fix a problem that landmark and their inept contractor contend they spent $1000.00 and two months trying to fix, and concluded that the pool heater, (that a qualified contractor fixed in 45 minutes), was broken beyond repair and needed to be replaced. Ironically landmark highly recommended that I hire their inept contractor to replace the heater. Again, I'm not accusing them of colluding to rip me off, because I don't yet have proof, but it sure smells like an intentional scam...