Business Profile

Home Warranty Plans

Landmark Home Warranty LLC

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Complaints

This profile includes complaints for Landmark Home Warranty LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

157 total complaints in the last 3 years.
32 complaints closed in the last 12 months.

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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:07/02/2025
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 had my AC unit go out on 6/2525. I called on 6/26 and was told they had not heard from the subpar contractor they assigned to come out. By 6/30/25, after daily phone calls, I was told the case was still pending. By this point, I had been without AC for 5 days. I have called every day since to be told that they are still working on it. I have been without AC in ************** where the temperature has been in the high 90s with no relief. To add insult to injury, I was told today, 7 days into this, that I do not qualify for temporary AC units because it is not 100 degrees outside. I have been given the run around every time I call. To be without AC in the middle of summer in *********** is criminal and every time I call, they could care less. *****************!!!! I have been on the point of heat exhaustion, with ice packs on my neck and arm pits and still sweating. Landmark could care less about their customers. When my parents called their AC guy 1 week ago, he was able to procure the ******** which is the problem with same day pick up. However, 1 week later, landmark is still dragging their feet. When I spoke to management today after waiting a full 7 days without answers, he hung up on me. Unacceptable and criminal!!!!!
Business Response
Date: 07/09/2025
July 9,2025

******* *******
Your Better Business Bureau
Conciliation & Engagement Department

RE: ***** *******; Landmark Plan No.:138910 BBB Claim No. 23551130

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

Thank you for making us aware of ***** Salvatos 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 apologizes for ***** Salvatos frustration regarding this matter.On June 30, 2025, *************** Conditioning and Heating reported to Landmark Home Warranty that the furnace blower motor would need to be replaced. The part request was forwarded to the purchasing department to locate the part. On July 9, 2025, the purchasing department the service request is currently still under review. This service request is in progress.

In order to amicably resolve this issue, Landmark Home Warranty will reimburse ***** ******* up to $300 if she would like to purchase a window unit or temporary cooling unit.She 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 positive customer experience in the future.

Sincerely,

****** *.
Landmark Home Warranty
Initial Complaint
Date:07/01/2025
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.
We've been Landmark Home Warranty customers for over four years, and up until now, we've given them multiple chances to deliver on their service promises. Unfortunately, our most recent experience has been the final straw.On June 15, 2025, our downstairs A/C unit stopped working and began blowing hot air. We submitted a claim and paid our $70 service fee, expecting Landmark to send a ********** equipped to handle a two-story home. That's reasonable, considering Landmark already knows our A/C units are mounted on the roof of a two-story house - they've serviced it before, including in August 2024.Instead, Landmark sent out not one, but three separate HVAC companies, all of whom were either unwilling or unequipped to get on the roof. The first ********** didn't have a tall enough ladder. The second didn't work on two-story roofs at all. The third tried but said he couldn't walk on tile roofing. All of this after Landmark already knew our setup and ***********, Landmark is telling us we need to provide access to the roof ourselves - including providing a 24-foot ladder. We reviewed our service contract thoroughly and nowhere does it state that homeowners are responsible for supplying access equipment. If a company offers roof-mounted A/C coverage, they should be prepared to access it safely. That's their responsibility - not ******* make matters worse, our second A/C unit has now failed as well, leaving our family with no working air conditioning in a two-story home in the middle of summer.Customer service has been unresponsive and obstructive. We're told we can't speak to anyone on the phone about this - not the contract relations team, not escalations - only email, which takes 24 to 48 hours per response. And since their customer service appears to be outsourced, getting meaningful help or accountability has been impossible.Buyers beware: If you're considering Landmark, especially for a home with rooftop HVAC - look elsewhere.
Business Response
Date: 07/07/2025
July 7, 2025

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

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.

According to our records, there is no access to the air conditioner in order to diagnose. Landmark coverage decisions are based on the diagnosis received from the assigned contractor and the terms of the plan.

Section F.11. of the Plan Agreement This contract does not cover providing or closing access to covered items, except as noted under limits for plumbing, electrical, and ductwork. *** is not responsible for additional charges to remove or install systems, appliances, or nonrelated equipment; nor does LHW cover the cost of restoration of wall coverings, floor coverings,countertops, etc.

While not required, Landmark has decided to reimburse the service fee paid for the request in order to resolve this matter amicably. The plan holder will receive a credit to the original form of payment within ***** business days.

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
Customer Answer
Date: 07/07/2025
There is no issue with access to our HVAC units. The units are located on the rooftop (which is very common in *******) and we have found many contractors who have no issues with accessing the rooftop units for service and/or replacement.
Landmark is contracted with a very minimal list (5 total available in an area of 5+ million people) of contractors and these so-called contractors claim they won't provide service on 2-story homes w/ rooftop units. However, our contract with Landmark does not list a 2-story rooftop as an inability to access the units. Access listed in the contract is specific to objects obstructing access and concealed units within a wall or structure, Neither of these are applicable to our Units.
Since we were having heat stroke symptoms due to the extremely hot temperatures in our home (over 100 degrees) we contacted an HVAC contractor that was not on the Landmark "preferred" contractors list and they had NO ISSUES in accessing our rooftop units. the issue is that Landmark won't pay their contractors service fees that would allow them to accept a rooftop unit service call. That's why they couldn't fulfill their requirement in our policy that we've been paying premiums on for 6 years!!!!! The contractor we hired outside of the warranty had no issues accessing our rooftop units.
I am not satisfied with refund of the "service fees" that I paid (one for each unit service request opened) as I have a policy in place that Landmark PROMISES to have my units repaired or replaced if in failure. The ONLY satisfactory resolution to this issue will be for Landmark to reimburse my costs to have the units repaired/replaced OR refund of ALL premiums since inception as they are in breech of contract that began in July of 2019.
Business Response
Date: 07/14/2025
July 14, 2025

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

RE: **** ***** ; Landmark Plan No. ******; BBB Complaint Case No. ********

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

Landmark has received the members invoices. Although there is no obligation to do so, Landmark, in an effort to resolve this matter amicably,has agreed to reimburse the plan holder $222.00 for the repair or replacement of the disconnect on the upstairs unit.

Additionally, we are awaiting an itemized breakdown for the replacement of the downstairs unit, as the invoice did not include a detailed list of costs. It is likely that some items required for the replacementsuch as code-required upgrades, modifications necessary for installation of the new equipment, and possibly crane usageare not covered under the Plan Agreement.

We are working directly with the member to obtain the required information. Once I have received and reviewed the requested details, the member will be further informed of Landmarks position.

Sincerely,

******* *.
Landmark Home Warranty
Initial Complaint
Date:05/13/2025
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 submitting a formal complaint on Landmark Home Warranty and Fleshers ***************** based on the below,Landmark Home Warranty denied my claim for repair / replacement of my AC unit based on ************************** reporting to Landmark Home Warranty the following: Diagnosis: contractor called in to report about the work order. Found that the fence for the evap coil has been damaged. contractor said that they spoke with the homeowner and was advised that they had someone clean the unit and couldve damaged the coil. Contractor recommends replacing unit.This statement is False. I, ***** ******, DID NOT make this statement.************************** for falsely reporting to Landmark Home Warranty the dialogue of the conversation between myself and the technician from Freshers Refrigeration on April 4, 2025 and for not conducting a comprehensive thorough inspection of my AC unit on April 10, 2025. The actions of Landmark Home Warranty and Fleshers Refrigeration are unethical. Based on their actions, Landmark Home Warranty and Fleshers Refrigeration have caused me a detrimental hardship, financial burden and extreme stress. A telephonic meeting needs to be scheduled with myself, Fleshers Refrigeration and Landmark Home Warranty to accurately report the conversation between myself and the technician on April 4, 2025. Fleshers Refrigeration needs to conduct a thorough inspection of my AC unit to see if there is a leak as my AC unit should not need refrigerant when they, Fleshers Refrigeration, added refrigerant to my AC unit on July 10, 2024. The results of the inspection need to be reported to Landmark Home Warranty. Landmark Home Warranty needs to honor their contract and either fix and/or replace my AC unit.Attached is a detailed letter outlining the complaint.
Business Response
Date: 05/19/2025
May 19, 2025

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

RE:          ***** ******, LHW Plan No.265295; BBB Complaint ID No. ********

Dear Ms. ************************************** (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 April 10, 2025, a service request for the air conditioning system was placed and Fleshers Refrigeration was dispatched to diagnose any problems. It was reported to LHW that the fence for the evaporator coil had been damaged by someone during attempted cleaning and the malfunction was not caused by normal wear and tear. Therefore, based on the information received and the terms of the plan, the claim was denied. An exclusion has been placed on the account and a paid invoice showing the evaporator coil has been replaced will be needed to remove the exclusion. LHW does apologize for ***** ******* frustration regarding this matter. ***** ****** may contact LHW directly should any further assistance be needed.

Thank you for your consideration.

Sincerely,
LANDMARK HOME WARRANTY

**** *.
Claims Resolution Specialist
Customer Answer
Date: 05/19/2025
There are several discrepancies with LHM response. First, ********* Refrigeration DID NOT physically come to my home and inspect my AC Unit on April 10, 2025. Second, LHM stated "It was reported to LHM that the fence for the evaporate coil had been damaged by someone during attempted cleaning and the malfunction was not caused by normal wear and tear." Who stated this to LHM? I DID NOT make this statement. I did not have someone attempt to clean the evaporate coil. Third, if the evaporate coil was damaged, then the damage was done by a contractor that LHM dispatched to my house. Fourth, LHM did not respond to the concern that my AC unit shows low pressure and needs refrigerant. How can my AC unit need refrigerant when Fleshers Refrigeration just put in refrigerant in July 2024 which was 9 months ago? Did Fleshers Refrigeration inspect my AC unit for a leak?
I am requesting for a telephonic interview with myself, LHW and Fleshers Refrigeration so that this can be straightened out.
Sincerely,
***** ******
Business Response
Date: 05/20/2025
May 20, 2025

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

RE:          ***** ******, LHW Plan No.265295; BBB Complaint ID No. ********

Dear Ms. ************************************** (LHW) is in receipt of your letter enclosing additional correspondence from ***** ******.

Again,LHW does apologize for ***** ******* frustration regarding this matter. LHW has previously received and reviewed ***** ******* complaint. Unfortunately,LHWs position does remain unchanged based on the information in our possession. ***** ****** 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: 05/27/2025
Good afternoon,
As per our telephone conversation today, I, ***** ******, am rejecting the response as LHM did not address any of my concerns. LHM continues to state "It was reported to LHM that the fence for the evaporator coil has been damaged by someone during attempted cleaning." I have never stated that I had any contractor other than the contractors dispatched by *** to my residence for my AC unit for the duration of this contract. I have had a continual contract with *** since the purchase of my home in December 2017. I had no knowledge of any damage to my AC unit until I was advised by Fleshers Refrigeration on April 4, 2025 when they did the pre-season tune-up. There has never been any report from any contractor sent by *** that there was damage to my AC unit until it was reported to me by Fleshers Refrigeration.
LHW has refused the following:
-Telephonic meeting with myself, LHW and Fleshers Refrigeration.
-Inspection for a leak on my AC unit as Fleshers Refrigeration reported low pressure and in need to refrigerant.
-Request for an additional contractor from *** to inspect said AC unit as Fleshers Refrigeration did not complete a comprehensive thorough inspection of my AC Unit.
In my opinion, LHW is taking advantage of an 84 year old senior thinking that I will settle for their denial(s) because of my age.
Therefore I am rejecting LHW's response. This matter is not resolved.
Sincerely,
***** ******
Initial Complaint
Date:05/08/2025
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.
I am not obligated for the debt claimed by LANDMARK NTL. There is no contractual agreement between me and LANDMARK NTL, and they have not furnished the original agreement as requested.
Business Response
Date: 05/12/2025
May 12, 2025

******* Simpson
BBB of the Pacific Southwest
*********************************************************************************

RE: ******* ******; Landmark Plan No. ******; BBB Complaint Case No. 23304934

Dear Ms. ************************************** (LHW) is in receipt of your letter advising of the above-referenced complaint. Your letter has been forwarded to me for review and response.

LHW is unable to locate an account with the information included with Mr. ****** complaint. To assist with addressing the matter, *** will require the full covered property address including zip code and/or the contract number. *** understands Mr. ****** concerns and looks forward to resolving the matter and when the information is received, LHW follow up regarding the issue.

Thank you for your consideration.

Sincerely,

******* *.
Landmark Home Warranty, LLC.
Initial Complaint
Date:04/17/2025
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 have been a premium contract holder with Landmark Home Warranty for over five years. In January 2025, my dishwasher broke down. Landmark assigned a contractor, who diagnosed the issue and stated a part was on backorder. I was told I would need to wait. During this time, Landmark offered a cash-in-lieu payment of $345. I called to ask whether this amount could be used toward replacing the dishwasher instead. I was told no, as the contractor had recommended a repair.The contractor returned in March but informed me the part delivered was broken and I would need to wait again. He finally came back in April and claimed the dishwasher was repaired, but it began leaking the very next day. A new service request was opened, and upon the contractors return, he informed me the dishwasher should be replaced as it was beyond repair. He said he would notify Landmark of this.However, I later received an email from Landmark stating that the contractor recommended another part replacement and that this would not be covered under my contractI would have to pay out of pocket. When I called Landmark, the representative was rude and dismissive, and told me I misunderstood, and that the dishwasher could not be replaced.This entire situation has involved multiple delays, miscommunication, and poor service over the course of several months. I believe the dishwasher was improperly diagnosed and inadequately repaired from the beginning. Despite following all procedures and being patient, I was left with a leaking and nonfunctional dishwasher and no reasonable resolution.Due to the handling of this issue, I made the decision to cancel my agreement with Landmark Home Warranty.
Business Response
Date: 04/23/2025
April 23, 2025

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

RE: Sevda ************ LHW Plan No.409795; BBB Case No. 22438519

Dear **** *****:

Thank you for making us aware of Sevda ************ issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize if Sevda *********** has not been entirely satisfied with our service.

I have reviewed the property address **************************************** records. Landmark Home Warranty's (LHW) records reflect that on April 02, 2025, the dishwasher service request was dispatched to ASAP Appliance to diagnose any problems, and a recall was sent on April 13, 2025. The technician reported that the tub needed replacing. Section A-5 of the **** plan provides DISHWASHER COVERED: All components and parts affecting the heating or cleaning operation of the unit, including hinges and seals. NOT COVERED: Lights or light sockets; racks; rollers; runner guards; shelves; interior linings;timers and clocks (that do not affect the heating or cleaning operation of the unit); knobs; trim kits; halogen units. Therefore, *** did not authorize the repairs. *** does apologize for any frustrations and inconveniences Sevda *********** may have experienced.

Thank you for your consideration.

Sincerely,
LANDMARK HOME WARRANTY
******* *******
Claims Resolution Specialist
Initial Complaint
Date:04/06/2025
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.
In October 2024, I called to cancel this home warranty and they talked into staying with 2 ************ calls. However, they would honor any repairs so I enrolled into another Home Warranty. I received many calls and emails after requested cancellation. I have requested Landmark accounting to stop calling about any bill because it was taken care at the of cancellation. I am receiving again to add a payment method to a cancelled account. I wasnt satisfied with their services for example they pay for repairs with a ***** part but I needed to pay for access to the repair ($650.00). This happened several for different services. Landmark continues to harass me via email and phone calls. The account is notated that services were cancelled but theyre wanting me to add payment method. Why would give access to accounts?
Business Response
Date: 04/28/2025
April 28, 2025

******* Simpson
Your Better Business Bureau
Conciliation & Engagement Department
************** or **************

RE: ****** *********; LHW Home Warranty Plan No.825162; Complaint No. 23167541

Dear ******* *******,

Thank you for making Landmark Home Warranty, LLC (LHW) aware of our customers issue through the **********************. We take customer satisfaction very seriously and appreciate this matter being brought to our attention.

Records indicate that ****** ********* last contacted LHW on October 9, 2024, regarding the cancellation of the warranty plan, but agreed to keep the warranty plan. There was no follow-up call from ************ to cancel the warranty plan so the warranty plan remained active.

On January 9, 2025, *** contacted *** in an attempt to collect payment for the past due premium. Ms. ********* expressed that she had just gotten out of the hospital and her finances were not good. The representative offered to schedule a payment, and she agreed but disconnected the line. *** made several other attempts to collect payment for the past due premiums but were unable to reach Ms. ******************** February 25, 2025, Ms. ********* contacted LHW and was advised of the past due balance. She expressed that she had canceled the warranty plan 3 to 4 months ago. She was informed of her acceptance of the trade service fee concession and her agreement to keep the warranty plan in October. There was no other cancellation request made by Ms. ********************* ********* is receiving calls in an attempt to collect the past due payment as the last payment was made on October 7, 2024.

I have submitted a do not solicit do not contact form so that Ms. ********* will not be contacted anymore. Ms. ********* should be aware that it could take up to 30 days for the form to be processed so it is possible she may receive an additional call before the form is processed.

Sincerely,
Schawanna B.
Landmark Home Warranty, LLC
Customer Answer
Date: 04/28/2025
I spoke a representative in Retention. The representative explained to representative I am getting calls for cancellation several times a day. I was told she would cancel the home warranty and remove any balance accrued. The phone calls stop after that and they resume month ago March. Most of the calls from Landmark, they would wait until I answers then disconnect the call.
Business Response
Date: 04/30/2025
April 30, 2025

******* Simpson
Your Better Business Bureau
Conciliation & Engagement Department
************** or **************

RE: ****** *********; LHW Home Warranty Plan No.825162;Complaint No. 23167541

Dear ******* *******,

According to our records, the last call to Ms. ********* occurred on March 28, 2025. We regret to learn that the calls were disconnected upon her answering. I have documented the account and requested that no additional contact be made. *** sincerely apologizes for any inconvenience caused by this issue.

Sincerely,
Schawanna B.
Landmark Home Warranty, LLC
Customer Answer
Date: 05/06/2025
I need to know that the Home Warranty was cancelled with a zero balance.
Initial Complaint
Date:03/26/2025
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.
I am not responsible for the debt alleged by LANDMARK NTL. There is no agreement between me and LANDMARK NTL, and they have not provided the original contract as requested.
Business Response
Date: 03/27/2025
March 27,2025

******* Brooks
Your Better Business Bureau
Conciliation & Engagement Department

RE: ******* ******; BBB Claim No. 23120603

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

Thank you for making us aware of ******* ****** issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize if ******* ****** have not been entirely satisfied with our service.

Landmark Home Warranty apologizes for ******* ****** frustrations regarding this matter. However, Landmark Home Warranty is unable to locate the warranty with the information provided. If ******* ****** could submit additional information such as warranty plan number, address, or dispatch number for additional assistance, Landmark Home Warranty would be happy to further assist.

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:01/23/2025
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 Tuesday Jan 21 I filed a claim for our hot water heater. Initially they said it wasnt covered but after looking at my policy it most certainly was. Heating company came out morning of. The employee was very helpful and filled out and filed all info *** needed. Crickets. I called 8 times trying to get information. Finally had someone tell me the company didnt file the proper report. I called the company and the woman laughed and said they are hands down the worst company they work with. When I got an email on day 3 (no hot water in my house and its below freezing) I approved whatever extra costs and told them just do it and do it quickly. Silence again. Call back and a robot of a woman (saying scripted things over and over) said I had to wait for the water heater, that I could get at any box store, to be ordered. I asked when? The weekend is coming and no hot water. She couldnt give me a timeline, another person to talk to or any info at all. So just sitting here waiting on them. It shouldnt be this hard. Its literally their one job. Ive been with them for 8 yrs and this is my final. Stay away from this company. Horrible.
Business Response
Date: 01/28/2025
January 28, 2025

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

RE: ******* *****; LHW Home Warranty Plan No. ******; BBB Complaint No. 22850529

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 the records from *** and discovered that the contractor, ********************, has arranged an installation appointment for the water heater on January 31, 2025.

We take your concerns seriously and thank you for bringing them to our attention. We appreciate Mrs. ****** as a member,and hope to provide her with a positive customer experience in the future.
Initial Complaint
Date:10/30/2024
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 Warranty LLC has misrepresented their services, not disclosed the amount adjusted, and sent written communication to respond by a certain date then accuse the consume of not responding in time. After agreeing to have the A/C repaired under their conditions with a contractor (********************) they work with, the day of service, Landmark *********** cancelled the order the morning of the repair (which was confirmed by the contactor the day before). If this is not due to gross incompetence, this would make one believe this was due to targeting because of claims adjustor/specialist ****** ******* had a disagreement with one of the customers about the policy and her communications (all of which were on a recorded line)
Business Response
Date: 11/06/2024
November 6,2024

******** Garcia
Your Better Business Bureau
Conciliation & Engagement Department

RE: ***** *************, LHW Plan No. Plan No. ******; BBB Claim No. 22493905

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

Thank you for making us aware of Ms. ************** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if Ms.************* have not been entirely satisfied with our service.

Landmark Home Warranty apologies to Ms. ************* for her frustrations regarding this matter. On November 6, 2024, ******************** updated LHM that an appointment has been scheduled with Ms. ************* for November 15, 2024 to complete the air conditioner unit repair. This repair is in progress.

We take your concerns seriously and thank you for raising them to our attention. We value Ms.************* as a member and hope to provide them with a positive customer experience in the future.

Sincerely,

****** *.
Landmark Home Warranty
Initial Complaint
Date:10/17/2024
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.
We have been Landmark Home Warranty (LHW) customers for over six years and have used their annual ** tune-up program every year.The air conditioner stopped working on 9/18/2024. I called *** to open a service request and they dispatched ******************, a local contractor. ****************** diagnosed the issue as a lack of maintenance which is not covered by the warranty. They said the inside unit would need to be replaced and suggested replacing the outside unit. They quoted us approximately $4k for the inside unit and over $8k for both the inside and outside units.This surprised us since we hired LHW to provide the annual maintenance of the ** under their tune-up program which we requested on 3/22/2024 and was performed in April. *** explained that the part that failed was not part of the tune-up and, therefore, not covered. Neglecting to cover a critical part while advertising the necessity of maintenance, which they provide for a service fee, strikes me as deceptive.After consulting with a lawyer, we contacted ******************************* to provide a second opinion. They identified the problem and completed the repair during their visit. The charge for parts and labor was $566. The callout fee was $94 and there was a $23 convenience fee.I reached back out to *** to request reimbursement for the parts and labor but they rejected the claim because they did not authorize the service.
Business Response
Date: 10/26/2024
October 26, 2024

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

RE: **** ****; LHW Plan No. ******; BBB Case No. 21110600

Dear **** *****:

Thank you for making us aware of **** ***** issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize if Mr. **** has not been entirely satisfied with our service.

I have reviewed the records for property address ***************************************************************. Landmark Home Warranty's (LHW) records reflect on September 19, 2024, the air conditioning service request was dispatched to *******************, to diagnose any problems. The technician reported that the blower motor needed replacing because it had failed due to a lack of maintenance. Section F-3 of the Landmark Home Warranty plan provides that repairs or replacement required as a result of failure to clean or maintain,according to manufacturer specifications, except as noted in Service Overview (3). Therefore, *** did not authorize the repairs.

Section E-11 of the Landmark Home Warranty plan provides that In some instances, LHW may offer you the option of finding your own contractor to provide diagnosis and possible subsequent repair. In this instance, your contractor must provide a diagnosis and itemized bid to LHW before any work is performed. *** will not reimburse you for services performed by your own contractor without ***'s prior authorization. Therefore, *** is not liable or responsible for Mr. ****** reimbursement request because the service was not preauthorized.LHW does apologize for any frustrations and inconveniences Mr. **** may have experienced.

Thank you for your consideration.

Sincerely,
LANDMARK HOME WARRANTY
******* *******
Claims Resolution Specialist

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Landmark Home Warranty LLC is NOT a BBB Accredited Business.