ComplaintsforLandmark Home Warranty LLC

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 3/13/24 we had the contractor return and look at our refrigerator/freezer to fix the overflow of ice issue for a second time within 30 days.Following the diagnosis the Home warranty were not approving repair, but the contractor explained that the parts needed to repair prevent the freezer from functioning so should be covered. The home warranty company still were waiting to get confirmation that the parts needed are actually for the functional part of the unit.The contractor confirmed that this is the case, but the home warranty wanted to charge us $480 for a deductible, plus another $70 for a service call- this was a repair not completed accurately the first time in February. After talking to the contractor we were going to see what other alternative options we were given, the Landmark representative eventually said, you can either pay us the $480 plus service call fee or take your business elsewhere, The freezer stopped working, which broke the freezer door and then caused the refrigerator to stop working, so we as a family of 6 were out of a fridge full of food and a refrigerator. We have to purchase a new fridge all because of our home warranty lack of diligence and acceptance of the contractor they utilize, If they approved their own contractors diagnosis we would not have had a fridge/ freezer completely break and now have to buy a new fridge. This home warranty company have since given us the option of a cash out of $180 dollars towards a fridge that costs over $1500 to replace !

  Business response

  04/16/2024

  April 16, 2024
  
  *******************
  Better Business Bureau Serving the Pacific Southwest
  ************************************
  *******, ** 85014
  
  RE:      *********************; LHW Plan No. ******; Your File No. 21518096
  
  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.
  
  I have reviewed LHWs records with regard to the customers complaint. On the original service request, ******* Appliances was authorized by LHW to replace a defrost sensor and thermostat. The company reported that repairs were completed. ******* Appliances has reported to LHW that currently the rails and bucket for the ice maker needed to be replaced and LHW authorized the technician to complete the repair. The technician has not reported that additional repairs are needed or that the refrigerator needs to be replaced. In the alternative to having the authorized repair completed, the customer was offered the option of accepting cash in lieu of LHWs cost of the repair, up to the amount of $181.64. Based on the terms of the warranty plan and the diagnosis provided, **************** has rightfully been offered the above options.LHW is not liable for secondary damage, including food loss.
  
  LHW will await the customers decision with regard to the offered options. Thank you for your consideration.
  
  Sincerely,
  
  LANDMARK HOME WARRANTY,LLC

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a contract for home warranty with Landmark Home Warranty. We have had this contract approximately 2 years, the most current contract is enclosed with this complaint. We have had the opportunity to use these services for several repairs over this period of time. One of the items that we had covered and is listed in the contract is a 15-foot, 1500 gallon swim spa.Sometime around the date of February the 8th, we placed an order for a repair and paid the contractual price of $70.00 on our swim spa that was no longer heating the water. They contacted the first company that declined the service call due to the fact that they no longer worked on swim spas and did not carry parts for them. On February the 13th, the first service call was scheduled with a company called *******************. The technician came on site to perform diagnostics, and when I spoke to him, he said that it looked like it had a bad heater. Later, on February 20th, I received another notification that a different technician was coming out and I assumed this was to do the repairs. I was informed that this was a senior technician and they wanted to double check the diagnosis of the first technician due to his inexperience with this system. Upon his arrival, he went, did some diagnostics, and told me that he knew what they needed to do and that authorization for repair was going to be requested from Landmark. On February 27th, I received an email from Landmark stating there were limitations with approving my dispatch and that I should call a phone number. I was told by the operator that there was a coverage problem with a portable spa and that I should contact ***** personally if I wanted to find out what that problem was. I was left with the impression that ***** had recommended replacing the entire spa.I immediately called Visco and was informed that they did not recommend replacing the entire spa but rather a part known as a spa pack that contained the heater and a circuit board. They informed me that the repair was approximately $1500.00. They also stated they would contact Landmark and clarify that it was a part that needed to be replaced, not the entire swim spa.Today, February 29th, I once again contacted Landmark and asked if ***** had contacted them regarding this repair. I was informed that they would not be repairing my swim spa because they considered it a portable spa and did not cover the repairs on them. I informed them that I had the contract open on my computer in front of me and nowhere on it did it have any kind of an exclusion for the coverage of the swim spa. It stated that I have been paying them $13.33 a month for the length of the contract for the coverage of the pool and hot tub. Nowhere in the contract did it have an exclusion of any kind.Landmark Home Warranty needs to honor the contract and repair my swim spa.On Thu, Feb 29, 2024 at 11:42AM ***************** <*******************> wrote:We have a contract for home warranty with landmark home warranty. We have had this contract approximately 2 years the most current contract as in close with this complaint. We have a had the opportunity to use these services for several repairs over this period of time. One of the items that we had covered and is listed in the contract is a 15-foot 1500 gallon swim spa.At sometime around about the date of February the 8th we placed an order for a repair and paid the contractual price of$70.00 on our swim spa that was no longer heating the water they contacted the first company that declined the service call due to the fact that they no longer worked on swim spas and did not carry parts for them. Finally on February the 13th the first service call was scheduled with a company called *******************. The technician came on site perform diagnostics and when I spoke to him he said that it looked like it had a bad heater. Later on February 20th I received another notification that a different technician was coming out and I assume this was to do the repairs. I was informed that this was a senior technician and they wanted to double check the diagnosis of the first technician due to his inexperience with this system. On his arrival he went in and did some diagnostics and told me that he knew what they needed to do and that authorization for repair was going to be requested from landmark. On February 27th I received an e-mail from landmark stating there were limitations with approving my dispatch and that I should call a phone number. I was told by the operator that there was a coverage problem with a portable spa and that I should contact ***** personally if I wanted to find out what the problem was. I was left with the impression that ***** had recommended replacing the entire spa.I immediately called Visco and was informed that they did not recommend replacing the entire spa but a part known as a spa pack that contained the heater and a circuit board and that the repair was approximately $1500.00. They informed me that they would contact landmark and clarify that it was a part that needed to be replaced not the entire swim spa.Today February 29th I once again contacted landmark and asked if disco had contacted them regarding this repair. I was informed that they would not be repairing my swim spa because they considered it a portable spa and did not cover the repairs on them. I informed them that I had the contract open and on my computer in front of me and nowhere on it did it have any kind of an exclusion for the coverage of the swim spa it stated that I have been paying them $13.33 a month for the length of the contract for the coverage of pool and hot tub. Nowhere in the contract did it have an exclusion of any kind.Landmark home warranty needs to honor the contract and repair my swim spa.

  Business response

  03/06/2024

  LHW response emailed to the assigned investigator due to size of the file.

  Business response

  03/07/2024

  RE: *****************; Landmark Plan No. ******; BBB Complaint Case No. 21370603
  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 ************ s issue through the Better Business
  Bureau. We take customer satisfaction very seriously and sincerely apologize ************
  has not been entirely satisfied with our service.

  LHW records show on 02/08/2024, a request was placed under the chlorine pool and
  hot coverage and assigned to ******************* to diagnose and make all covered
  repairs. The contractor reported the spa pack for the portable spa is no longer heating
  and must be replaced to resolve the issue. LHW notified ************ of the warranty
  limitations, and advised the repair is not covered per Section C.11 of the warranty
  agreement. It states this contract covers only the items mentioned as covered and
  excludes all others and is subject to the limitations, exclusions and provisions stated in
  this contract. LHW confirmed the portable swim spa is not listed as a covered item for
  service and is not an available optional coverage that can be added to the plan.

  Section B.3 of the warranty agreement states the swimming pool and hot tub coverage
  is for above-ground and accessible working parts and components of heating and
  filtration system as follows: heater; pool pump; motor; filter housing; filter timer; gaskets;
  blower; back flush valve; pool sweep motor and pump; above-ground plumbing pipes
  and wiring. To resolve the coverage concern, LHW has reached out to **********************, and confirmed the unit is a portable spa which is not covered by the warranty
  agreement. LHW apologizes for any frustration experienced and is available if there are
  additional coverage questions.

  Thank you for your consideration.
  Sincerely,
  ******************
  Landmark Home Warranty, LLC.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a home warranty through Landmark for nearly 6yrs or the entirety I have owned my home. This is FAR from the first negative experience I have had with this group, I called them to schedule a winter-furnace service that their company offers. When the technician came out to my house, he informed me during the inspection that one of my furnaces had multiple cracks and was leaking harmful fumes into my home. Per the law, according to him, he shut-off my heat, put some sort of verification sticker he had locked out the unit, and left. This was on, I believe 12/23. It is now 1/17/24 and I am still without heat with an elderly mother, whom I take care of, who has been subjected to this environment for nearly a month. I have called Landmark multiple times only to be told that their upper management team is reviewing the case. Thats because I refused to accept a payment of $795 when the entire unit needs to be replaced. They are basing payment off of contractual "labor/part" terms NOT ENTIRE REPLACMENT WITH LIKENESS UNIT. This company has put my mother at EXTREME UNDUE HEALTH RISKS over saving a mere few hundred dollars, per the contract. However, my information is limited because I literally can't get their team to call me back. If they claim to have called or sent an email, ASK FOR PROOF! They won't be able to provide anything other than what I HAVE DONE MYSELF! I've already asked them to provide, and they couldn't; obviously. All I want is to have **************** are necessary per the ***imum allowed amount per the contract. After this wait, I believe the *** is far from what is even acceptable at this point but want the matter simply closed and fixed.

  Business response

  01/22/2024

  January 22, 2024
  
  Madi Posey 
  Your Better Business Bureau
  Conciliation & Engagement Department
  
  RE: *************************; LHW Plan No. ******; BBB Complaint Case No. 21158457
  
  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 12/19/23, ****************** placed a service request for a pre-season tune up and LHW dispatched ********* Services of ****. It was reported the furnace had a cracked heat exchanger. LHW authorized to replace the furnace. However, ****************** has a non-covered cost in the amount of $1419 that is not covered by the home warranty.
  
  On 01/17/24, ****************** was offered a cash in lieu at LHWs cost in the amount of $1128.21 due to him declining to pay the non-covered cost of $1419. A request has been submitted for ****************** to receive a call to discuss his furnace claim.
  
  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

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/27/23 I filed a claim with Landmark Home Warranty because my furnace was not working. On 12/28/23 *********** tech the company sent out found the problem with the furnace and stated he would get the part coming. The tech contacted *** on 12/29/23 and informed them of the part needed to repair the furnace. Landmark approved the claim and informed the tech they would order the part. On 1/2/24 I spoke with the tech who had not received the part yet from Landmark. I contacted *** on 1/3/24 to get an update from them and was informed that even though the claim and part was approved on 12/29/23, the part was not ordered until 1/2/24. I have now been a week without a furnace in winter, my house has no heat in the middle of winter and I have children in my home without any heat. While speaking with *** I asked why the part was not ordered until 1/2/24 if it was approved on 12/29/23 and was informed it was because of the holidays. I asked them if they could send heaters to my home so I could keep it warm to live in, not to mention keep my water lines from freezing. *** informed me customer care would reimburse up to $200 dollars for temporary heat sources, but it was subject to prior approval. I asked about speaking with customer care and the *** representative stated they would email the part's ordering department and request expedited shipping on my furnace part. I pay *** a monthly fee for home warranty for such repairs and after a week in winter with no heat I believe the company doesn't care about the individuals using there home warranty. Please help.

  Business response

  01/12/2024

  January 12, ****
  
  **********************
  Better Business Bureau
  ********************
  *******,** 85014-4585
  
  RE:*********************; LHW Plan No. ******; BBB 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 *********** has not been entirely satisfied with our service.
  
  I have reviewed our records regarding this matter and find that a service request was placed for the heating system on December 27, 2023, and Five Star ********************* was dispatched to diagnose any problems.  On December 29, 2023, it was reported by Five Star ********************* that the draft inducer needed to be replaced, and Landmark authorized for the repair.  On December 29, 2023, the parts order was initiated and completed on January 2,****.  On January 8, ****, Landmark contacted Five Star ********************* for an update on the services and the technician reported the installation had been completed the previous week. 
  
  We apologize that ************ did not receive a positive customer service experience.  As a result, LHW will refund the trade service call fee of $60.00 back to the payment source in approximately 14 business days.  Thank you for raising this matter to our attention and for allowing us an opportunity to respond
  
  Sincerely,
  
  Landmark Home Warranty, LLC
  
  ************
  Claims Resolution Specialist 

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a Landmark Home Warranty for 10 years + I requested a repair on December 8th, 2023. BOTH contractors (the only 2 in ******) have both ignored to provide service, made appointments only to be cancelled at the last moment. Currently there is a MAJOR leak and the water to home has had to be shut off. I am afraid of the damage this has caused in addition to not having water to the house!

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday December 8th at 10:30pm, I called and opened a claim with Landmark Home Warranty after my AC/Heater blower motor quit working. They immediately took my $70 Co-Pay and sent the request for a company to come to my house. After not getting any phone calls from a contractor I called Landmark on Tuesday December 12th to ask if everything was ok. They told me that cannot find a contractor to come out that is in network. They sent in the request to the out of network approval department for review. It is now Wednesday December 20th and I have heard no information about the approval. I have called everyday since Monday Decemeber 12th and have gotten nowhere. They never call me back like they promissed and there is no corporate phone number to call. Only the main call center phone number. So far they have taken my $70 co pay as well as the $70 monthly fees associated for about 4 years now. I should get treated better than this. I can call out a contractor to my house right now to look at my AC/Heat. However, I do not have the money to do so. Thats why I have this home warranty. I dont understand what the issue is and I am furious. I just want to get what I am paying for, as well as my issues fixed.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are current Landmark Home Warranty/American Home Shield Customers and have been since the purchase of our home in 2015 (home inspection was completed). Our shower valve has been functional since we moved in but in Oct '23 it started to malfunction. We called Landmark for a service request on Oct 30, 2023 and was told we had up to $1000 coverage and was assigned with one of their contracted plumbers, ******************. ****************** came out and took apart the faucet to inspect it. After reassembling the faucet, they then left with our faucet leaking, when it wasn't prior, and the faucet handle loose. I called Landmark days later to see if it was covered and was told it wasn't looking like it was getting covered but was under further review. Upon trying to contact ****************** multiple times with multiple voicemails, we never got a response back via phone (despite requesting this numerous times) but finally received a text message saying it should be covered and they were working on it. Days later, we then received an email from Landmark stating we were going to be receiving a check $250 for the warranty of our Oven (recall this was for our shower). I called and spoke to Landmark multiple times over the next few weeks to see what the status was and kept being told it was "under review". We never received a call or email re: the final decision. ***** later after calling them again, I was told it was denied because it was reported to be "installed incorrectly". I reached out to Rite Away to discuss and still have yet to hear back from them. We requested a second opinion (which was another $60 for us out of pocket) and a different plumber came out. This plumber was incredibly shocked to hear that the previous plumber worked on this and caused a leak and would leave our house without fixing (as this is what plumbers do, fix leaks not cause them). He was very concerned about water damage and mold behind the wall, as this can occur when a leak is left unfixed. He was able to fix the leak and fix the faucet handle and recommended replacement of the valve. After once again having to call Landmark multiple times to check on the status, we were told it was denied. We then reached out and spoke to Landmark management and received the same answer but if we did have water damage that we needed to contact the original plumber, even though we are contracted through Landmark and this was their contracted plumbing service. Their lack of communication and responsibility for incurring potential costs for water damage/mold and contracting with inadequate companies shows that they are incompetent and unwilling to correct the mistakes that were made.

  Business response

  12/21/2023

  December 21, 2023
  
  *******************
  Your Better Business Bureau
  
  RE: ***********************; LHW Plan No. ******; BBB Case No.  21027617
  
  Dear *******************: 
  
  Thank you for making us aware of **** Suns issue through the Better Business Bureau. We take customer satisfaction very seriously and sincerely apologize if Ms. *** not been entirely satisfied with our service. 
  
  I have reviewed the records for property address ****************************************************************************. *********************** (LHW) records reflect on October 30, the faucet service request was dispatched to Rite-A-Way Plumbing to diagnose any problems, and a second opinion was dispatched to Proactive Plumbing on November 27, 2023. Both technicians reported that the cartridge was improperly installed and to correct the failure, the entire valve needed to be replaced.
  
  Section 14 of Ms. ****** LHW plan provides that 14. NO FAULT COVERAGE IMPROPER PRIOR REPAIR: LHW will pay up to $250 to repair or replace covered items that were improperly installed or repaired prior to the Contract effective date, if the improper installation or repair was not detectable by a visual inspection or simple mechanical test prior to the Contract effective date, as defined in Service Overview (3).
  
  LHW's Customer ****************** had this claim further reviewed,and a Support Specialist was assigned to assist with facilitating a resolution.To amicably resolve the matter, a $250 cash in lieu of the repair for the faucet is being mailed to **************, and LHW does apologize for any frustrations and inconveniences she may have experienced during the faucet service request.
  
  
  Thank you for your consideration.
  
  Sincerely,
  LANDMARK HOME WARRANTY
  
  *****************************
  Claims Resolution Specialist             

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been dealing with this inept business for 6 weeks trying to get a furnace replaced. You cant talk to anyone other than *************** and they are not much help. They have sent three people out to look at it. All three have different opinions as to what is needed. Im the mean time 6 weeks of winter with not a drop of help from this company, and not a care from them. I guess they think heat is over rated. Please people, NEVER buy a thing from this company. They charge us fees at $55 monthly for insurance and wont help in the slightest.

  Business response

  12/01/2023

  December 1, 2023
  
  *******************
  Better Business Bureau
  **********************************************************************
  
  RE:          ***********************************, LHW Plan No.399954; BBB ID No. ********
  
  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 ****************** has not been entirely satisfied with our service.
  
  The records indicate that Key *************, **** has been authorized to replace the furnace.  Key *************, **** reported that in order to install the new furnace,modifications would be necessary.  Per Section F-16 of the Landmark Home Warranty (LHW) plan, ****************** is responsible for the non-covered modifications ($525 duct, $335 flue, $199 gas,$187 electrical, duct seal $65).  ***************** may contact LHW directly at ************** should any further assistance be required.  LHW does apologize for Ms. ******** frustration regarding this matter.
  
  Thank you for your consideration.
  
  Sincerely,
  LANDMARK HOME WARRANTY
  
  
  
  ********************;
  Claims Resolution Specialist 

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reported that my refrigerator was not working on 10/30/23. I filed a claim and the vendor came out and confirmed that I needed a new compressor and that he would contact Landmark and let them know. I received a confirmation from Landmark HW that the compressor had been ordered on 11/8/23, 7 business days after the vendor diagnosis. I called Landmark HW and they said they forgot to reach out to the vendor and that they're sorry that part will take another week and a half. On 11/16/23 the vendor had the part and installed the compressor. It was weird because he asked me to come look at the box to confirm that it was a brand new compressor. I thought that was weird until I realized that it did not work. The vendor could not come back out until 11/21/23 to confirm. I called Landmark to follow up on my case in which they said it was with the authorization department and I had a choice of a gift card or a replacement refrigerator. Finally on 11/27/23 Landmark emails me to state that they will be sending me a check as they used part of the $1500 payment for the brand new compressor, diagnosis and vendor visit. All in all, between the service visits, my monthly payment and the charges I'm out $1383.29 plus I have to buy a new refrigerator. The compressor was used and the vendor will not text me back. This felt like fraud all around. The best part is, at the end of Landmark's calls they have a survey with a question "How well did you understand your representative?" As a brown person, I find that offensive. Landmark refused to credit me any of my monthly fees and hung up on me on three occasions. I feel like I was robbed and schemed out of $1300 plus another $1750 for a brand new refrigerator. Also, no Thanksgiving for my family this year!

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a home warranty with Landmark and submitted a service request for an issue with inconsistent temperatures on 2 burners and my oven. The selection and assignment of the contractor is done by Landmark and the consumer has no say. The contractor who was assigned to repair my range left it in such a hazardous, unsafe condition that consequently my oven sparked a fire the 1st time I attempted to use it after the supposed repairThis service call happed on Oct 12, 23 by a gentleman that was being virtually instructed by someone on the other end of his phone and to date, Nov. 14, 23 despite multiple verbal and email requests to speak to a supervisor at Landmark, I have received no assistance and am left without a cooking source for the Holidays. Maytag has informed me that the range is unsafe to even be plugged in and that the damage to the range is quite expensive to repair. This is a nightmare and I do not want to believe that companies who collect a monthly premium in exchange for the claim that they will repair your covered item can legally and ethically get away with such gross misconduct. Please help!

  Business response

  11/17/2023

  November 17, 2023
  
  Madi Posey 
  Your Better Business Bureau
  Conciliation & Engagement Department
  
  RE: *********************; LHW Plan No. ******; BBB Complaint Case No. 20872499
  
  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 10/10/23, ****************** placed a service request for her range and LHW dispatched ****** Repair. On 11/06/23, ****************** stated the range wasnt working again and LHW dispatched ****** Repair for a return visit.
  
  On 11/15/23, ****** Repair made LHW aware a control board was ordered and had been received. ****************** was made aware ****** Repair would call to schedule for the repair. However, ****************** refused to have ****** Repair return due to not being satisfied with the previous repair.
  
  On 11/16/23, ****************** spoke with a supervisor and dispatched All Appliance Parts to provide a second opinion. LHW will await the diagnosis as to how to proceed.
  
  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

*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. ↩