ComplaintsforLandmark Home Warranty LLC

• Initial Complaint

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company uses deceptive practices. Realtor signs you up. First year is free, but then they auto renew without telling you and start charging you ~$70 a month. When you call to cancel, the agent tells you they are not authorized to cancel and the retention department has to call you back. The retention department is actually a high pressure sales department that repeatedly calls and sends emails trying to get you to not cancel. When you insist on cancelling, they impose (without telling you) a $75 cancellation fee that is buried in the fine legal print of the contract. Instead of charging your card on file, they immediately send this fee out to a collection agency and ding your credit. You dont know any of this has happened until you start getting surprise collection letters. When you call to inquire about the charges, Landmark agents say they dont know anything and the accounting department is unreachable for them. You have to continue to insist to speak with someone who knows whats going on. They then tell you that they do not handle payments for the cancellation fees and you have to take it up with the collection agency. Their business practices are deceptive, predatory, and retaliatory when you cancel. Would like Landmark to fix the ding on my credit report for the $27.89 cancellation fee balance that they sent to collections without even telling me it was owed!

  Business response

  06/13/2024

  June 13, 2024
  

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

  RE: *****************************; LHW Plan No.810154; BBB Complaint No. 21842612            
  
  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 LHWs records and found that Ms. ********* warranty plan was renewed on July 30, 2023. Section H 2,3 of the warranty plan advises that LHW may, in its sole discretion, elect to continue to offer you coverage at the end of your Contract term for another one-year term, under LHW's then-current terms and conditions ("Continued Coverage"). You agree that LHW may automatically continue your coverage under such contract terms and conditions and charge your account on the one-year anniversary of your Contract effective date, unless you cancel your Contract before its expiration date. If LHW elects to offer you Continued Coverage under a new contract, LHW will notify you of prevailing rates and terms approximately 45 days prior to the expiration of this Contract.
  
  ******************** did not notify LHW of her intent to cancel the warranty plan prior to the renewal of the warranty plan, therefore the warranty plan was renewed per the terms of the warranty plan.
  
  Section I1b of the warranty plan advises that LHW may not cancel this Contract during the initial term for which it was issued, except for any of the following reasons: a. Contract Holder does not pay a fee or charge due under the terms of this Contract.******************** did not make the premium payment for the month of April and is responsible for the $27.89 balance.
  
  Sincerely,
  Schawanna B.
  Landmark Home Warranty

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Landmark Home Warranty breached contract with me on my home warranty service. I submitted a service request on 5/6/24 per our contract, and Landmark informed me they would schedule a service visit on Thursday 5/9/24. Landmark then contacted me on Wednesday 5/8/24 informing me they had cancelled my service visit. I submitted a request to their contractor relations team to schedule my own technician (per contract language) and Landmark told me they would get me an answer in 48 hours. Contractor relations failed to respond to my request as of Monday 5/13/24. On Thursday 5/9/24 I contacted Landmark again to follow up on the service request and submitted a ticket to speak with a manager, and was told by Landmark it would be up to *************************************** A manager has failed to contact me as of Monday 5/13/24. On Friday 5/10/24 Landmark informed me they had scheduled a service provider to come to my property on 5/15/24, and when the service provider contacted me they informed me I was out of their service area and Landmark would need to schedule someone else. Landmark breached the contract by failing to schedule a service visit in a reasonable amount of time, or allow a local technician to be scheduled. They failed to refund my service fee when service was cancelled.

  Business response

  05/20/2024

  May 20, 2024
  
  
  *******************
  Better Business Bureau Service the *****************
  ****************************************************************************
  
  
  RE: *************************; Landmark Home Warranty Plan No.780084; BBB Complaint No. 21702812            
  
  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.
  
  A message has been left for ****************** regarding his service request, and he has been notified to return the call for additional assistance.
  
  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
  

• Initial Complaint

  05/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Landmark is undercutting the replacement. Per contract the offered fridge is not a comparable capacity. This is an underbid capacity. 8.LHW reserves the right to repair and/or replace systems and appliances with non-original manufacturer parts, including rebuilt or refurbished parts. We are responsible for providing installation of equipment comparable in features, capacity, and efficiency, but not dimensions, color, or brand.=================Please come back with a replacement offer that matches the contract terms of capacity. Contractor submitted 26.4 cu ft as original. Offered *********** LRTLS2403S Specs : 23.8 cu ft Source :************************************************************************************ I am not accepting or denying any offer at this time. I am stating the offer is incorrect due to contract terms.*************************

  Business response

  05/10/2024

  May 10, 2024
  
  *******************************
  Better Business Bureau Service the *****************
  **********************************************************************************
  
  
  RE: *************************; LHW Home Warranty Plan No. ******; BBB Complaint No. 21680117           
  
  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.
  
  Section C8 of the warranty plan advises that we are responsible for providing installation of equipment comparable in features, capacity, and efficiency, but not dimensions,color, or brand. AHS does not match dimensions for the replacement unit, but rather focuses on features and functionality. If **************** is dissatisfied with the refrigerator replacement, he can opt for cash in lieu or a Lowes Gift card to buy a unit of his preference.
  
  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

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been working with landmark for over 3 years and we have struggled at times. Currently our A/C is out, we live in ****, **. This occurred on 4/18. An HVAC professional looked at the unit in a timely manner but was not a Carrier authorized repair person. Three gentleman said he would find out if his service could complete the repair within the parameters of the warranty. We did not hear anymore on the situation until my wife called right away on 4/22. Nothing had been ordered or told to us other than we are now on our third contractor and still no A/C. Since the last phone call, we are now on our fourth contractor and still no resolution. The main concerns are my elderly 78 YO mother as well as me, a heart patient, are now miserable for our fourth day as the house continues to heat up. Temps over 100.degrees yet landmark will not put us somewhere cooler until it is 105. It is almost 90 in our home right now. Not happy with their customer service at all and they just do not care.

  Business response

  04/26/2024

  April 26, 2024
  
  *******************
  Better Business Bureau
  **********************************************************************************
  
  RE:          ***** & ***************************, LHW Plan No. ******; Your File No. ********
  
  Dear **************:
  
  Thank you for making us aware of Mr. ******* 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 Landmark Home Warranty (LHW) has authorized C&R Cooling & Electric, LLC to replace a faulty blower motor and replacement parts have been ordered. Once the service contractor has received the parts, they will contact **************** to schedule an appointment to complete the covered repairs.  **************** may contact LHW directly for further assistance.
  
  In an attempt to amicably resolve this matter, although not obligated to do so, LHW is willing to reimburse **************** in an amount up to $500.00, upon receipt of a paid invoice, towards the purchase of a portable cooling device and/or hotel stay while waiting for service to be completed. **************** may forward a copy of a paid invoice for reimbursement purposes.  LHW does apologize for Mr.******* frustration regarding this matter.
  
  Thank you for your consideration.
  
  Sincerely,
  LANDMARK HOME WARRANTY
  
  
  
  L. Nelson 

• 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.

*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. ↩