Landmark Home Warranty

Horrible. Was told furnace was leaking CO and contacted Landmark. First company came and said they couldn't do warranty repairs, second company came and said the whole thing needed to be replaced and they would order me a new one using our manufacturer warranty. The day comes to install it and they never show up or call. I found out 2 weeks later they never did order the furnace in. Third company comes, shows up and says they weren't told there was a carbon monoxide issue and they don't have a monitor to check the levels. The guy goes down and looks at our furnace and says it's scorched but he can't see any cracks- but he'll come back later with a CO monitor to check it. He never comes back. Five days later I get an email from Landmark saying the contractor "couldn't find any evidence of carbon monoxide leaking" from the furnace and they've closed out my call. So, now I don't actually know if my furnace is safe or not- 3 companies said no, then 1 said yes... and it's been 8 weeks now during the snow and holidays without using said furnace. Also, when you call and talk to your "service rep" they never seem to be the same person, and they never know what's going on with your claim, so you have to explain the whole thing over again. And then that information doesn't get sent to the contractors- so you have to explain everything to them again (only to discover they don't have the equipment that was needed, or aren't licensed to do the work...) Just don't even bother wasting your money.

I had an emergency and yet Landmark was going to let me wait over 72 hours to get it resolved. The contract plumbers landmark uses will not work on Weekends and so I was told I would have to be without water for 3 days. I had to keep calling and keep calling to raise this issue. I don't understand why when they could not find a plumber that could respond in 24 hours that I had to keep asking to go up to the chain of command to get help. It was a joke. Had a flood in my basement and water coming out of the main line.

Some of the aspects of the fees are not very clear. I have a credit on my account but there's no place online that I can find that credit. I've been trying to renew using that credit, but my husband and I have had to leave messages for them, rather than having enough agents to be available to talk to.

Landmark has the absolute worst roster of subcontractors. They take forever to get a hold of, forever to evaluate the problem, and forever to actually make the repair. Meanwhile, Landmark is constantly calling and emailing you (and by you I mean the first person you put on the account -- if you put your spouse on the account so they can make claims, Landmark AND the subcon will only contact you no matter how often you try to make clear that your spouse is handling the issue) to find out if the subcon has returned your call and scheduled the evaluation and scheduled the repair. So far, we've had to ask for a new subcon on one issue because the first one never returned our calls, been ripped off by a subcon who sold us extras on our water heater that weren't necessary and also improperly installed it so we had to have our own plumber come out and fix it (because dealing with Landmark at that point wasn't even worth it), and had Landmark offer to just pay us cash for parts and an hour of labor on a range repair because their subcon dropped off the face of the planet several weeks after evaluating our issue (evaluation alone took about a week to get scheduled). The only reason I give Landmark any stars at all is because they do pay for the repair even though it can take MONTHS to get the issue fixed. I have previously had a home warranty under a different company and it was MUCH better to work with.

Our first year with Landmark was great. Service requests were completed in a timely manner; in fact, technicians were able to fix our plumbing and AC issues in the first visit. We had a total of three requests in the first year. We renewed with Landmark a second year, and it's been horrible. The first service request we placed after our renewal took nearly 4 weeks to complete. It was another plumbing issue that made our guest bathroom unavailable, therefore everyone in the house was sharing the master bathroom. The first delay was from Landmark assigning our request to a contractor that was too far. According to the contractor, "Landmark does this to me all the time! If they send me out there, I will charge you an absurd service fee of over $200. You may want to call them and have them re-assign you." (Landmark had already deducted the $70 service fee from my account for this call). Landmark re-assigned my service request to a closer contractor. When the contractor arrived, he asked for the $65 service request fee. I told him Landmark had already taken $70 from my account for it. They said "Landmark knows not to take money from the residents, I don't know why they would do that." When I told him it was Landmark's new policy, he went back to his truck to call his company and confirm the payment was made and get approval for the work that needed to be done. His company then had to call Landmark to confirm the payment and approval. They eventually confirmed the payment, but Landmark needed time to approve the work. The contractor left my house without making the repair! Keep in mind, my mother-in-law stayed home the whole day to wait for the contractor. The contractor came back later in the week and fixed one of the leaks; however, he left again when the other leak needed further approval from Landmark to fix. When we called Landmark the next week to follow up, they told us the Contractor Representative was on a plane and they'd call us back in the next day with an answer. Another week went by with no phone call. Instead, I got an e-mail saying the service request was re-assigned to another contractor. According to Landmark, they re-assigned it because they needed a second opinion. I made it very clear that I didn't want to go through another lengthy approval process. They assured me that if the second contractor agreed with the first contractor, then the repair would be done on the same day. I called the first contractor to see what they intended to do. The first contractor said they'd replace the copper piping with another copper pipe. The second contractor recommended replacing the copper pipe with pex pipe. Needless to say, the second contractor needed to wait a few days for approval and FINALLY, after almost a month with no guest bathroom, the copper pipes were replaced with pex. Two weeks later our master bathroom sprung a leak. I called Landmark to place the request. I requested to have the second contractor from last time to come out and look. That contractor was being proactive in diagnosing the problem. He said it was most likely the same issue, so they asked for approval to replace the copper piping with pex. According to the contractor Landmark said, "We've decided we will no longer make repairs with pex piping." And now we're battling with Landmark to approve this; however, they don't have anything in their notes between the contractor and them about this. The contractor says they've talked to them on numerous occasions, and Landmark is still telling me they have to look into this and speak with the contractors. It's been days... and I can get in touch with the contractor very easily, I'm not sure what the delay is. I've heard from two contractors say that Landmark very rarely approves anything and is known to delay work so long that the homeowner just takes it upon themselves to fix the issue. Long story short... do not get Landmark!

Beyond disgusted with this company! Long story as short as I can. AC quits Friday night around 8. I have company visiting including my 70 year old heat intolerant relative and I live in Arizona. On phone with landmark for over 1.5 hours (yes that's correct). Told them the AC isn't working PLUS we are smelling something burning. Spoke to manager and can't get anyone out to look at it that night even after offering to pay an emergency fee (of which they can't even tell you how much it would be!) . So we try to make the best of it for one night. House was 86 degrees and we have a AC upstairs so we will make due for one night. Best case scenario Saturday, contractor opens at 9. 9 am Saturday I call contractor leave voice message, send emails. 9:15 no responses call Landmark again. Another 50 mins on phone nothing they can do. No contractor can come out until Monday between 2-4. My elderly relatives can not walk up and down stairs nor can they live in my master bedroom for a weekend to keep cool when temps outside are over 103 degrees. My husband was out of town with a family emergency, sadly his Mother passed away Saturday morning and if I didn't get on a plane Monday morning the absolute latest I would miss the viewing and funeral. I BEGGED landmark to please allow me to pay for the repair and just reimburse me for the cost. I had 2 contractors out Saturday morning when they could find no one. I couldn't leave my home for someone else to let in a repair person Monday bc I have a 10 year old English BLIND bulldog (who just started having seizures that past Monday) who could not stay home with out AC while I travel back east to be with my husband. I explained that my pet sitter could not lift up my 62 lb dog 5 times a day to bring up and down stairs to care for him so I was being forced to handle on my own. I paid a carrier brand AC repair man $757.77 to have my AC fixed that Saturday so that I could have air conditioning. Each time I called Landmark and spoke to them they said policy was my home would have to be over 90 degrees for longer than 24 hours to be considered an emergency situation, even with an elderly relative. They offered zero solutions except that a contractor would be out Monday between 2-4, meaning I would be with out air conditioning in Arizona in August for almost 3 days by then!! I spoke to THEIR contractor who said even if approved in one day (which never happens) that the part wouldn't be in until Tuesday at best, meaning I would be w/out air from FRIDAY TO TUESDAY at best, in mid August in ARIZONA!! that is crazy!!!! Read the reviews people, you will see that they offer horrible customer service and use the loop holes in their contract to not pay. I've offered proof of all things I've posted, vet records for my blind dog who had a seizure that Monday, at the request of my Vet he not be moved around the home as he knows the lay out of the family room and moving him will stress him and possibly cause him to seizure again. I provided proof of my plane ticket, my mother in laws obituary etc. They didn't even care that I smelled something burning in the house. A representative emailed (she won't give out her number but her name is Lori Nelson and she works for American Home Shield who now owns Landmark) she said I didn't mention anything about a burning smell. I requested copies of the recordings b/c if they listen she will hear me saying it to her manager on the phone Friday evening. My AC repair man who is a certified Carrier trained technician, said had we left the one unit upstairs running that the stress on it would have caused both units to fail. So I guess Landmark would have found a way out of paying that too. Simply disgusting and no one from Landmark will take my calls or answer my emails, they even blocked me from posting on their social media page. BEWARE!! DO NOT USE THIS COMPANY

Scheduled re key service landmark came back very fast but had to schedule service with the provider. Which took a long time. However once the person came for the service it was fast.

Landmark customer service is quick to respond! I had my repair scheduled within 30 minutes. All the service providers I have worked with through Landmark have been excellent.

Landmark Home Warranty and Hansen Locksmith Services, Inc. were both very helpful and informative. Hansen Locksmith Services, Inc., however, missed our message so we had to follow up with them but they were still helpful.

I have had Landmark Warranty for a year now and will not be renewing. I had three incidents occur during my year with them. I had a replaced hot water heater and two repairs to my air conditioning unit. Landmark did not cover either of them siting a list of things that they do not cover. The conversation was the exact apposite of the one I had with their sales rep when signing up. While signing up they claimed to cover any and all issues pertaining to AC, Appliances, plumbing, etc.. If it fails we fix it so you don't have to worry was the pitch I was given. Well, when things did fail, they did not fix it and I did have to worry about it. That and consistently difficult to get in touch with. They gave me the typical "Its a busy time of year and we are getting a lot of calls for AC repairs." as if it is my fault that they do not have enough staff to cover their call volume. I do not recommend this company at all. I am currently in dispute with them over a recent job. My hot water heater was leaking out into my garage on a Friday afternoon. I contacted Landmark and they set me up with a plumber. I called the plumber twice and never got a call back. Upon realizing that the plumber was closed for the day and would not reopen until Monday. I then tried to get in touch with Landmark to book a different plumber. Despite calling 10-12 times and waiting for 30 minutes on two of those calls I was unable to contact anyone. I went online for live chat and it was offline. I went to Facebook and LinkedIn and tried to start a chat. I sent an email to customer service...... NOTHING. So I called a local plumber and he was out there first thing in the morning. Now landmark is refusing to reimburse me for the plumber I had to use due to their lack of availability. I finally got in touch with a manager to discuss my situation. She said that I should have just waited until Monday for the plumber I was assigned to come. I told her my house was flooding and she said I should have shut off the water. I told her I have a toddler and a baby, we cannot go without water for 2-3 days. She said I should have stayed at a hotel. I lost it!

If I could give 0 stars I would. Horrible company, no customer service care at all. We submitted a claim for an AC issue in middle of summer in Texas. We called out AC guy who pointed finger at electrician (so I had to submit a 2nd claim and pay a 2nd service call fees). The electrician came out and said it was an AC issue. The AC guy came back out and noted that the electrician placed the wrong sized fuse in breaker box, so I had to call Landmark to get electrician to come back out - but he wouldn't be available for 6 days to come back out. So, I am now out >$350 for service call fees and 1 night in hotel as it was 89 degrees in house making it unsafe for family to stay in house (after I paid for the yearly coverage $550), I now have a faulty fuse until the electrician can come back out and the many Landmark agents that myself and fiance have talked to don't seem too concerned about this at all.

They eventually fixed everything that we needed them to, it just took them some time to get to all that we had asked them to do. Granted, we just moved into our house and were having quite a few issues. They were perfectionists though and ensured that everything was properly taken care of before moving on to the next project.