ComplaintsforLandmark Home Warranty LLC

• 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

• Initial Complaint

  10/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Landmark Warranty hired a contractor to replace an air condition unit on the home. The contractor caused damage to the home during the installation. The contractor did not return any calls or respond to letters to repair damages and it was later learned the contractor is out of business

  Business response

  11/06/2023

  November 6, 2023
  
  *******************
  Better Business Bureau
  **********************************************************************
  
  RE:          *************************, *** Plan No. ******; BBB File No. ******** (***********************)
  
  Dear *******************:
  
  Landmark Home Warranty (***) is in receipt of your letter advising of the above referenced complaint filed by ************************ Your letter has been forwarded to me for review and response.  Please be advised that the *** plan is owned by ************************* and not by ************************
  
  Section F-6 of the *** plan states that *** does not cover consequential or secondary damage, including consequential damages due to a service contractors conventional repair efforts of the primary item.  *** will not reimburse *********************** for the $2,300.00 Judgment (Case Number ************) filed against Superior Heating, Air Conditioning, & Ventilation, LLC dba Quality HVAC.
  
  Thank you for your consideration.
  
  Sincerely,
  LANDMARK HOME WARRANTY
  
  
  
  ********************;
  Claims Resolution Specialist 

  Customer response

  11/06/2023

  The property owner is in no way st fault for the workmanship of LHW contractors and therefore will proceed with litigation against Landmark Home Warranty

  Business response

  11/09/2023

  November 9, 2023
  
  *******************
  Better Business Bureau
  **********************************************************************
  
  RE:          *************************, LHW Plan No. ******; BBB File No. ******** (***********************)
  
  Dear *******************:
  
  Landmark Home Warranty (LHW) is in receipt of your letter enclosing additional correspondence from ************************
  
  LHWs previous letter dated November 6, 2023, accurately and correctly stated LHWs position regarding this matter.  LHWs position does remain unchanged.  LHW will not reimburse *********************** for the $2,300.00 Judgment (Case Number ************) filed against Superior Heating, Air Conditioning, &Ventilation, LLC dba Quality HVAC.
  
  Thank you for your consideration.
  
  Sincerely,
  LANDMARK HOME WARRANTY
  
  
  
  ********************;
  Claims Resolution Specialist 

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Saturday October 21 2023.We contact landmark for a hot water heater that is busted.They have no plumbing contractors in service with their company. Give authorization to seek a outside contractor for repairs, I have found 4 quotes given to landmark through multiple emails.I have called everyday since saturday and the same reply is I wouldbhave an answer in 24 to 48 hrs if they will cover the situation.I am being told I must pay up front to the contractor before landmark will help cover the costs for the repair because it is a out of their circuit. We have tons os plumbers in the area and not one is in their circuit. They take my money every month for homeowners inaurance and a deductible when we call , just to be told we can find a outside contractor and have to foot the bill then they will re imburse us.So we pay monthly, they take a deductible, only to tell us to pay it ourselves, and wait for landmark to pay us back.The insurance was disclosed to cover home owner repairs and costs, pay a deductible when this occurs. If the insurance cannot insure my home repairs what is the point of paying landmark monthly and a deductible, when we as home owners have to foot the bill anyways and hope to be reimbursed..This is the equivalent of paying for car insurance, having an accident, paying a deductible for the repairs and footing the bill, before the insurance does anything.. I have never had a insurance company work this way.We are 5 days without hot water, I have two small kids, and landmark just doesnt seem to care that the cuatomer is doing all the leg work to find contractora that will work with landmark, while landmark provided red tape verbiage to the customer in hopes that the customer will drop the claim or insurance service.. They like taking your money but not providing home owners with insurance for repairs, only reimbursements as long as their made up red tape is followed, and the home owner covers the repairs first.

  Business response

  10/27/2023

  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.

  LHW records show on 10/21/2023, the water heater request was placed, and assigned to Landmark Plumbing for service. Due to the contractor not being able to service, on 10/23/2023, LHW provided the reimbursement option of outside authorization to not delay ************************** repair. All procedures were provided; however, the service provider did not contact LHW as required. When contacted regarding the guidelines for outside authorization, to amicably resolve the matter, on 10/25//2023, LHW agreed to review the written information from the contractor to proceed. 
  
  On 10/26/2023, LHW confirmed that after reviewing the estimate, the replacement cost of $1,274.50 for the water heater with installation labor is covered. The cost of replacing the shutoff valve however, is not covered per the terms of the warranty agreement. The payment is being processed, and a check for $1,175.50 will arrive via the U.S. ************** in ***** business days. LHW apologizes for any frustration experience and is available if there are additional questions.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/27/23 our AC/Heat pump stopped working and we opened a service request with Landmark Home Warranty. This unit was replaced by Landmark in an unrelated incident that was also handled by Landmark in September of 2016 (internal reference number for this job was *******). Landmark dispatched a contractor (Mr. *** Mechanical) to diagnose the issue. Contractor stated that the issue was due to TXV valve and needed to be replaced. Landmark kept this "under review" and did not issue any decision for close to 15 business days. We requested a recall and were given a new contractor (Honor Air). 2nd contractor came out and diagnosed the system as being completely without pressure (a different diagnosis than the first contractor). Honor Air also stated to me that it appears that Mr. *** Mechanical may have left a valve covering loose without completely sealing it and stated that it may be the reason for lack of refrigerant in the system.On 10/20 (nearly 30 calendar days from opening the service request) Landmark informed us that the repair or replacement was not covered, citing improper work or repair and specifically cited the loose valve covering. We immediately pushed back that Mr. *** Mechanical was not authorized to do any work other than diagnosis and have been in a holding period ever since, and that Mr. *** Mechanical did not report any loose valve covering in their diagnosis.We have called Landmark the following dates and have not been provided any path to resolving this issue: 9/27, 9/28, 9/29, 10/3, 10/4, 10/5, 10/6, 10/10, 10/11, 10/12, 10/13, 10/16, 10/20, 10/23.We have been completely without air conditioning in ***** for nearly 30 days. We have 2 pets and a 1 year old baby in the house. We are seeking either replacement, repair, and would even consider being released from the contract with Landmark, as they have made no effort to uphold their end of the contract in getting our covered system fixed in an adequate time frame.

  Business response

  10/27/2023

  
  October 27, 2023
  
  
  *******************
  Better Business Bureau *****************************
  ******************************************************************
  
  RE:      ***********************************; LHW Plan No. 229728;Your File No. 20769570
  
  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. Mr. *** Mechanical reported to LHW that the thermal expansion valve failed and would need to be replaced. The company further reported that the system needed to be maintained. However, Mr. *** Mechanical was not able to provide all the information needed to complete the authorization. On October 10, 2023, the company notified LHW that they were not able to complete repairs and the service request was transferred to Honor Air.
  
  Honor Air reported to LHW that the system was empty of refrigerant due to a force other than normal wear and tear. The company further reported that parts were missing from the unit and that maintenance needed to be performed. Based on the terms of the warranty plan, coverage to repair the air conditioning system was denied.
  
  Thank you for your consideration.
  
  Sincerely,
  
  LANDMARK HOME WARRANTY,LLC

• Initial Complaint

  10/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On September 25, we filed a warranty with Landmark since our furnace smelled of terrible smoke and soon stopped working. They sent out a contractor who said the furnace needs to be replaced. Landmark refuses to take their contractors advice and claims that he just needs to change the heat exchanger which they say is under warranty. But the contractor says it's not safe, and the whole furnace needs to be replaced. This has gone back and forth. But the warranty with the customer is one that the furnace is covered for replacement and needed according to their contractor. Landmark is nearly a month out and has done nothing. No wonder the **************** is investigating them for wrongful business practices. The need to live up to their Mormon name and do what's right and replace the furnace rather than hope they can freeze their customers out.

  Business response

  10/25/2023

  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 ************** issue through the Better Business Bureau.
  We take customer satisfaction very seriously and sincerely apologize ************** has not
  been entirely satisfied with our service.

  
  Our records show that **************' service request for the furnace has been escalated to
  quickly resolve the matter. The Contractor Field Manager for the region is engaged, and
  the dedicated LHW Specialist is providing ************** with all the current updates
  regarding the repair. LHM and the assigned service contractor are working together,
  and we both understand the urgency to resolve the issue. Once all the required
  information is received, the covered repair or replacement will be authorized. If there are
  additional questions or concerns, LHW is available to address them at your
  convenience.

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

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/02/2023 is when the a/c went out and Landmark was called 10/03/2023 - Doctor ****** was sent out and we were told the main control board went out. He said that the place to get the part just closed and he would be back first thing Wednesday to get us up and running. 10/04/2023 - No call no show - We called them 4 times and left messages 10/05/2023 - No call no show - we got ahold of someone at Doctor ****** and they tell us they are waiting to hear from Landmark. We call Landmark and they refuse to let us speak to anyone in leadership and tell us our issue is being escalated 10/06/2023 - 10/16/2023 - No one has contact us regarding this...It is us trying to call and get this resolved.

  Business response

  10/20/2023

  Please see letter attached

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been paying on a home warranty for over 5 years since Aug 2018. Our fridge went out. They sent a contractor who reported back to them on Oct. 3 that the fridge was needing to be replaced. Its been over week and dozens of calls. No one will say whats going on. You cant speak or email anyone. They just have one person answering the phone and saying a scripted "Its Under review, we should get back to you in ***** hours. If you ask for a supervisor same story, they will call you back in ***** hours. Its a fridge we are living out of coolers. They dont care how long it takes. No communication. I want all money back. This is beyond shady.

  Business response

  10/12/2023

  October 12, 2023
  
  Madi Posey 
  Your Better Business Bureau
  Conciliation & Engagement Department
  
  RE: *******************************; LHW Plan No. 372090;BBB Complaint Case No. 20720444
  
  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 10/01/23, ************************** placed a service request for his refrigerator and LHW dispatched ************************. It was reported on 10/03/23, the refrigerator was not repairable and would need to be replaced.On 10/10/23, ************************** was offered a cash in lieu in the amount of $1420.The check will be received within ***** business days.
  
  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. ↩