Complaints

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

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• 

  Landmark Home Warranty LLC

  20410 N 19th Ave Ste 200 Phoenix, AZ 85027-3598

• 

  Landmark Home Warranty LLC

  10701 S River Front Pkwy Fl 2 South Jordan, UT 84095-3520

• 

  Landmark Home Warranty LLC

  1194 W South Jordan Pkwy South Jordan, UT 84095-5502

• 

  Landmark Home Warranty LLC

  1218 W South Jordan Pkwy Ste D South Jordan, UT 84095-5517

• 

  Landmark Home Warranty LLC

  PO Box 526318 Salt Lake Cty, UT 84152-6318

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: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: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             

• Initial Complaint

  Date:10/15/2024

  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.

  I am writing to express my deep frustration with the ongoing issue regarding my broken air conditioning unit. My AC broke on Saturday October 5th, and I submitted the claim on Sunday October 6th with Landmark Home Warranty. Since then, I have been tirelessly attempting to get approval for the repair through the company. For the past 10 days, I have called multiple times a day, each time being told that the request is pending by the purchasing department and that there is nothing they can do to expedite. Initially, I was told the process would take ***** hours. I received the initial approval to repair on Tuesday after the contractor came out on Monday. They told me they ordered the part and once the contractor received it that they would call me to set up the appointment. Two days past and then I called, and they informed me that they no longer sold the part separately and the purchasing department is trying to determine path forward and that it would take another ***** hours. Well, that was on Friday and then of course, it was closed all weekend. I called on Monday and was assured someone would look into it and by this time I couldnt not hold back the tears. It has been hitting close to 100 degrees on a daily basis. I have my elderly mother living with me and she cannot climb the stairs to get to the second floor where, even though I have a second unit, it is still super-hot because the ceilings are so high. What is even more concerning to me is the lack of urgency in addressing this issue. I have informed their representatives about my elderly mother from the day of the initial claim, and despite this and my repeated requests to speak with a supervisor, I have been told that no supervisor is available to assist me. I am requesting support in helping to resolve this matter as quickly as possible. Please understand that the lack of AC in this weather is a serious health concern for my family but more so my elderly mom.

  Business Response

  Date: 10/17/2024

  
  October 17, 2024
  
  ******** ******
  Better Business Bureau Serving the *****************
  ********************************************************************************
  
  RE:      **** *******; LHW Plan No. ******; Your File No. 22425888
  
  Dear Mr. ******************** you for making us aware of the customers issue through the **********************. We take customer satisfaction very seriously, and sincerely apologize if the customer has not been entirely satisfied with our service.
  
  I have reviewed LHWs records with regard to the members complaint. *** authorized *************** Conditioning & Heating to replace the blower motor module and order the necessary parts. The company notified *** that they were not able to locate the part locally but were able to order the part from a third party supplier. Section F.7 of the warranty plan states that the contract does not cover failure to provide timely service due to conditions beyond LHWs control, including but not limited to, part or equipment delays or labor difficulties. When Mr.Snowman is in possession of the replacement parts, the company will schedule an appointment to complete the installation. Ms. ******* may also contact Mr.Snowman by telephone at ************ to discuss scheduling.
  
  Thank you for your consideration.
  
  Sincerely,
  
  *** *.
  LANDMARK HOME WARRANTY,LLC

• Initial Complaint

  Date:10/10/2024

  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.

  I contacted Landmark because I had an issue with my toilet in my second bathroom (that I rarely use). The toilet was not properly flushing. The initial process seemed seamless and easy (so I thought). They sent two plumbers who spent a total of 5 minutes assessing the issue and tried using my plunger to resolve the issue. They did not scope and/or snake the toilet. One of them explained that they couldnt fix the issue and the toilet would need to be removed or replaced and assured me that the warranty would cover the repair. Fast forward, Landmark denied the claim. They stated that the plumber used the term foreign object in their report and therefore would not be something covered under the warranty because that is not considered wear and tear. I explained/pleaded with them that there was no possibility since I live alone and rarely use that bathroom. Also, I informed them that the plumbers did not scope to confirm that and they in fact used my plunger as the only tool during the quick 5 minutes they were at my property. I demanded an appeal and was still denied based off of a he said/he said situation. When I asked to send out another plumber, I was informed I would have to pay another service fee. I declined in fear that the same exact situation would occur and I wouldve paid now double the service fee without a repair. I looked up the contracting company they used and saw they were listed as a 1-2 star company. This was extremely disappointing and appalling for a company that *** paid over $550 for their warranty and this being my first ever claim with them.

  Business Response

  Date: 10/14/2024

  October 14, 2024
  
  ******** ******
  Better Business Bureau
  Conciliation & Engagement Department
  **********************************************************************************
  
  RE:          *** ****** *** LHW Plan No. ******; BBB File No. 22407243
  
  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.
  
  On November 22, 2023, a service request was placed for toilets not flushing and NW ***************** was dispatched to diagnose any problems.  It was reported that there was not a normal wear and tear stoppage and that the toilet had a foreign object inside.  LHW provides coverage for covered items that have become inoperative due to normal usage (Section C.2.b.) Therefore, based on the information received, the claim was denied.
  
  *** ****** ** disputed the diagnosis and on December 7, 2023, ********************************** offered the option of a second opinion company (Section E.9).  It appears that *** ****** ** did not accept the second opinion option and the claim remains denied.  LHW does apologize for *** ****** **s frustration regarding this matter.  *** ****** ** may contact LHW directly at ************.
  
  Thank you for your consideration.
  
  Sincerely,
  LANDMARK HOME WARRANTY
  
  
  
  **** *. 
  Claims Resolution Specialist 

  Customer Answer

  Date: 10/14/2024

  *** offered a second opinion only if I paid the service fee (again). As for the findings from the first service tech, there was no scope, no visual proof of this foreign object. The tech did not even snake or use an auger. When I asked about this foreign object, the tech stated he was assuming it even though he could not see it or even feel it. The short amount of time that he diagnosed the issue, tells me that he also did not check the actual functionality of the toilet itself. Once again, the tech was at my property for 5 minutes and used my plunger with no other equipment on hand. 

  Business Response

  Date: 10/16/2024

  October 16, 2024
  
  ******** ******
  Better Business Bureau
  Conciliation & Engagement Department
  **********************************************************************************
  
  RE:          *** ****** *** LHW Plan No. ******; BBB File No. 22407243
  
  Dear ******** ******:
  
  Landmark Home Warranty (LHW) is in receipt of your letter enclosing additional correspondence from *** ****** **.
  
  Again,LHW does apologize for *** ****** **s frustration regarding this matter.  However, LHWs previous correspondence dated October 14, 2024, accurately and correctly stated LHWs position regarding this matter.  LHWs position does remain unchanged.  *** ****** ** disputed the diagnosis and a second opinion was available according to the provisions of the plan which was not accepted and the claim remains denied.  *** ****** ** 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: 10/17/2024

  Once again, per my previous response, I did not decline a second opinion. I declined having to pay for another service fee. And still no proof of what the contracted plumber claims. Also, appalling to know that LHW is perfectly fine with having absolutely no proof of what was stated in the repair notes. The plumber verbally informed me that he could not see anything or feel anything to confirm his claims. Once again, approaching the issue with no tools of their own and utilizing my plunger. Had *** offered this second opinion at no cost or even showed visual proof of the claims, we would be in a different situation. 

• Initial Complaint

  Date:09/06/2024

  Type:Product 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 9/5/24, we submitted a repair request for our washer machine with Landmark, they notified us that they were denying the request because in 2019 when they paid out for a broken washer and we did not send in a purchase receipt, which we were not aware of that requirement. However, we have renewed the contract EACH year since then and PAID for the washer machine coverage. So we paid 22, 23, and 24 $61.25/month for Home warranty. (which INLCUDED the washer machine) no where in the last 3 years did they say our washer machine was not covered but they took the money. We would like the new machine, which is a GE and our original machine was a Maytag. They also charged our credit card $60 for the service. We now have to call a repair tech in and pay for it. We would like a refund of the repair OR a refund from our policy for payment of a service we are not entitled too. We would also like our $60 service payment returned as well. In addition, if this is not resolved, we are cancelling our service with LandMark and taking our business elsewhere. Last year, they replaced a mini fridge for us and never asked for a receipt so i'm assuming that will not be covered and they are collecting money for it too. IGNORE the $471 check. that was what they paid for a hot water heater. does not apply here.

  Business Response

  Date: 09/09/2024

  September 9, 2024
  
  *****************************
  Better Business Bureau Serving the *****************
  ********************************************************************************
  
  RE:      ***********************; LHW Plan No. ******; Your File No. 22249497
  
  Dear ****************:
  
  Thank you for making us aware of the customers issue through the **********************. We take customer satisfaction very seriously, and sincerely apologize if the customer has not been entirely satisfied with our service.
  
  I have reviewed LHWs records with regard to the customers complaint. LHWs records dont indicate that service was requested for a clothes washer at the property address provided in the complaint. If the issue is regarding a different property, the customer should provide the property address and warranty plan number so that the matter may be addressed.
  
  LHW will await receipt of additional information. Thank you for your consideration.
  
  Sincerely,
  
  **********
  LANDMARK HOME WARRANTY,LLC

• Initial Complaint

  Date:08/12/2024

  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.

  On08/05/2024, Vintage Plumbing was sent by my Home Warranty for clogged drainage line. This guy just ran water in the sink and bathtub sink only to tell me there are cast iron pipe. They will clogged and they would need to be replace. All he wanted to do is to create a bigger job like digging under the house and/or replace interior pipes. What was needed is run the rooter through pipe on the roof. I was told he would send it to the Home Warranty but he didnt. He closed the service request without diagnostic. I called Home Warranty to get answer which tried to call Vintage but got no answer. Therefore, they emailed the company but Vintage failed to respond. landmark Home Warranty charged me $70.00 for service call and diagnostic of the issue. They did not receive the diagnostic nor are able to reach their own contractor.

  Business Response

  Date: 09/24/2024

  September 24, 2024
  
  Ms.**** *****
  Better Business Bureau
  ************************************************************-4585
  
  RE:*******************************; Landmark Home Warranty (LHW) Plan No. ******; BBB Case No. 22132109
  
  Dear Ms. ******************* you for making us aware of Ms. ********** issue through the Better Business Bureau. We take customer satisfaction very seriously, and sincerely apologize if Ms. ********* has not been entirely satisfied with our service.
  
  I have reviewed LHWs records regarding this matter and find a service request was placed for a plumbing stoppage on August 2, 2024, and **************************** was dispatched to diagnose any problems.  On August 13, 2024, it was reported by **************************** that no stoppage was located.  Although not obligated to do so, LHW refunded the trade service call fee of $70.00 back to the payment source. 
  
  Thank you for your consideration.
  
  Sincerely,
  
  Landmark Home Warranty, LLC
  
  **** *.
  Claims Resolution Specialist 

• Initial Complaint

  Date:08/12/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a home warranty company that I pay a monthly fee to. My hot water heater went out and they did not resolve the problem after one week. I completed the repair myself because we needed water at our home. I contacted the home warranty company to issue a check for the repairs. Now every time a call for any update they tell me the same thing that they are working on it but with no resolution. I want them to issue a check for the repair cost of my hot water heater. I filed the warranty claim on July 29, 2024.

  Business Response

  Date: 08/16/2024

  August 16, 2024
  
  
  *******************************
  Better Business Bureau Service the *****************
  **********************************************************************************
  
  
  RE: *************************; LHW Home Warranty Plan No. ******; BBB Complaint No. 22129895           
  
  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 LMs records and found that a cash in lieu check in the amount of $596.27 was created on 08/14/2024 and will be mailed to the member in 3-5 business days from the created date. 
  
  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,
  Schawanna B.
  LandMark Home Warranty

  Customer Answer

  Date: 08/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  It is sad you have to get the BBB involved just to get a company to the action they should have done weeks ago.  I do feel my $70 service fee should be refunded as well. 
  
  Regards,
  
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