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September 2024 by Regina Johnson
I have been a loyal customer of Landmark Home Warranty for five years, and I am extremely dissatisfied with their customer service. In the last couple of years, the company has outsourced its customer support to departments outside the country, and the service has gone downhill since then. The representatives are rude and act as if they’re personally doing you a favor rather than helping customers.
Recently, my dryer stopped drying properly — it gets hot but takes over two hours to dry my clothes. Landmark contracted MVP Appliance in Houston, Texas, to service my dryer, and the experience was incredibly unprofessional. The technician arrived without any official identification or vehicle markings, and when I asked for ID before letting him into my home, he became visibly upset.
They also lied about the issues with my dryer and washer, twisting my words to fit their narrative, likely because I insisted on proper identification. Landmark's employees are unprofessional, and when I asked to speak with a supervisor, I was told I had already spoken to one, which was not true. If I had spoken with a supervisor earlier in the day, why would I need to call back about the same issue?
I am deeply disappointed and frustrated with both the contractor and Landmark's customer service. They clearly prioritize the contractor's side rather than addressing customer concerns, which is unacceptable. I will not be renewing my contract.
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September 2024 by Whitney Newman
This used to be a great warranty. Then they sold to American Home Shield and they are terrible! I have been jumping through hoops for them for the last 3 days with a broken AC and they keep canceling the ticket and telling me that according to the contract they still have 24-48 hours to dispatch a contractor. It does not matter that it’s 100 degrees in Texas or that I have a special needs child or that I pay on time and have been a customer for years. They have no one to escalate to and just keep claiming their contractor relations department will email me back. I am beyond frustrated and done with this company.
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September 2024 by Denice Mccoy
This company has always been fair and helpful in whatever my problem is..I have had other warranty companies but Landmark is the best....
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September 2024 by Amber Baker
Tried to add an upright freezer to my home warranty and they said I need to wait a year as apparently I only had 30 day from aug 1 to add stuff. I called 9 days too late. This is the craziest thing I’ve ever heard so if you buy something and would like to add it you can only do so at the time when you originally signed up. This is also even if you pay month to month. I honestly don’t know why I have been such a loyal customer to this company the last 8 years. I guess I should start to look elsewhere.
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September 2024 by Kristin Albers
Horrible service! My pool pump and washing machine have been broken for over 6 weeks and every time I call I keep getting the run around and am told I will receive a call back from a manager in 24-48 hours...but I never get a call back!
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September 2024 by Stephanie Howell
As usual, this company looks for every way to NOT cover the item in need of repair. Our AC has been out in the middle of summer for three weeks and they will not cover the needed repair. We have been customers for three years and this is the service we get?
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August 2024 by Bobby Wilkins
Look at every recent review. 1 star after 1 star. The company are crooks. I have been a customer and paid for a policy for more than a decade. They used to be local(US Based company and customer service) and you could actually call and speak with someone. That has been routed to an out of country call center that only tries to deny your claim. Our AC went out in Texas, 100 degree weather, over 2 weeks ago. They use crappy contractors that don't show up as scheduled and then they reschedule with another crappy contractor and you have to wait again. Their own contractors tell you they can't fix it and it needs to be replaced. Landmark then says they need a second opinion and you have to wait days again for someone to come out and no show again. Again their own contractor says you have to replace the system. They then try to say it's being denied because you haven't maintained it and its been neglected for years. You remind them that they have been out in the previous two years each and nothing was stated about the condition of the system or neglect and no other items were recommended by their contactor to fix.
Then Landmark says claim is denied because you didn't do an annual tune up. It's not stated anywhere in the contract you have to do a tune up with them or a claim will be denied. We did annual maintenance and have records of it. Every time you counter their baseless denial with documentation or facts they say they will have someone call back with an answer and they come up with another denial. The people at their call center have no idea what they are talking about and you can't communicate with them. It's like talking to a robot. DO NOT EVER USE LANDMARK HOME WARRANTY. THEY WILL NOT PAY. THEY ARE CROOKS.
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August 2024 by Breanah W
I have had landmark for almost 6 years and I will be canceling my services. I contacted them about my a/c not blowing strongly in my primary bedroom. They were contacted on Monday and they connected me with a company. I called the company on Tuesday. The company said they longer do business with them. I then called landmark back on Tuesday, they then connected me with Elijah air. They came out on Wednesday and was at my home for 5 minutes. He stuck his thermometer in my ac vent and said they don’t do ac balancing and he would relay it to landmark. He did not check the ducts or my unit. He did nothing. It is a week later and have not received any response from landmark. I called them numerous times just for them to say “you need to wait 24-48 hours for the diagnosis and a representative will contact you”. I tried to file a complaint but just got the run around. My next step is filling a complaint with the better business bureau.
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August 2024 by Aliitasi Mauala
This company is a scam. We have had them for 4 years. When we moved in to our home with in a month we had an issue arise with our AC. So we called them out and the came out said that a wire had came a loose. Then about 6 months later we had issue with the unit going off and on. Called them out again and the said it was a part that was broken replaced it said the coolant was low they added. Happened again 3 more times. All times they had to add coolant I’m no genius but coolant should be need that often. So the last time he came out he tells us that it’s a maintenance issue. That we haven’t been taking care of it and the parts failed because of this but it’s been the same problem the whole time and all a sudden when we get a second opinion it’s our fault that this 4 year problem they been band aiding has happened. Everytime I call I get the run around and the customer service is horrible one of the supervisors told me to climb in my attic and check the blower myself. Do not waste money or time on them.
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August 2024 by Linda Porter
3 year old washing machine control panel problem. Landmark gave it to local plumbing contractor, but am 3 weeks w/o washing machine. No clear answer on when part(s) ordered, coming in, and nothing set for repair appt. Not Acceptable customer care. It has now been 4 weeks. Lied to by CS point of contact(s) about status of service/parts, and no one up the chain of command to get resolution.
WORST CUSTOMER SERVICE!
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August 2024 by Kevin Huff
Update: I hope this info helps those of you struggling with Landmark or for those considering Landmark.
Our AC broke and we made a service request on June 29th. A new AC was installed on Aug 5th (we would still be waiting if I had not written my negative review on google- read below)
Our AC was installed:
-38 days after our initial service request
-26 days after we were told our AC had been ordered
- All 38 days over 105 degrees
- 17 days at least 110 degrees
- 2 days were over 115 degrees
-Inside our house was 98 degrees when we got our AC on Aug 5th.
We paid $3,045 in “modification costs” for the installation of a 3-ton Package unit (AC) and were refunded $320 ($70 service fee and $250 for inconvenience) by Landmark for the inconvenience we experienced.
What I learned:
-DO NOT WASTE YOUR TIME WITH THE CALL CENTER. They can’t help you and almost always give wrong information. I tried working with them for 4 weeks with no help. They will tell you there is no other department above them. THIS IS NOT TRUE. I left a negative review on google and was contacted immediately by the customer relations team member I will refer to as A.D. This is the department you need to work with. I had my AC installed within 10 days after they became involved.
-READ YOUR CONTRACT. The call center people sent me emails with a copy and pasted contract to justify not covering the $500 in modification costs they were supposed to. It was not my contract! After some back and forth, they finally realized the mistake and lowered our out of pocket costs the way our contract said they would. A.D. from customer relations told me that the call center people are “in the Philippines and handle multiple home warranty companies and often confuse which one they are working for”. This is not a legitimate excuse for not applying the rules of my contract correctly.
-You see in their response to my review: “Customer satisfaction and servicing our valued members as quickly as possible is our top priority”. THIS IS NOT TRUE. Our unit was ordered on July 11th. Our AC vendor immediately notified them that they had been waiting for more than 2 months to get units from the supplier Landmark was using with no expected date in sight. They provided landmark with 3 suppliers that had units. Landmark ignored them. Over the next 4 weeks, they gave Landmark this same information 5 more times. Landmark ignored them until A.D. from customer relations got involved. The issue was that the other suppliers were a few hundred dollars more that the original supplier that had no units. LANDMARK WILL MAKE YOU WAIT MONTHS TO GET AN AC TO SAVE A FEW HUNDRED DOLLARS.
-A.D. was initially very empathetic and got things done for me. They promised $500 in refunds due to inconvenience, (we received a check for $250 instead). In my last conversation with A.D. their tone had change to annoyance and they treated me like I was ungrateful that I was getting an AC 38 days after it initially broke. This tone change was surprising until A.D. told me they had google our home and saw that we “had a beautiful property and we were so much better off than most because only 1400 square feet of our 4000 square foot home was 98 degrees inside. So many people were so much worse off.”
They had decided we were too affluent to help. CUSTOMER SERVICE REPS SHOULD NOT BE GOOGLING HOMES OF CUSTOMERS AND TREATING THEM BASED ON WHAT THEY SEE ON THE INTERNET. What the internet doesn’t show is that the 1400 square feet is where my widowed mother-in-law lives on a fixed income.It doesn’t show the medical costs we now have due to a chronic illness in our family. We have a home warranty because we have to watch our costs and are not rich.
-A.D. also told me that Landmark and Oneguard are going out of business and will be absorbed by American Homeshield in 2025. They said that their department w
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August 2024 by Andrea Austin
Absolute nightmare. The contractor they sent to repair our refrigerator had a string of excuses a mile long (ranging from his brother having a stroke to bad traffic) When he did finally repair it, it still didn’t work. Now Landmark Home Warranty is deducting the cost of the “repairs” from our benefit, leaving us $600 to replace a $4000 refrigerator. We have spent hours on the phone, made multiple requests to talk to a supervisor, and a month on have no refrigerator and no payout.
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August 2024 by bernadette defisher
It is going on over 3 weeks of trying to get parts. I had email sent saying the parts have shipped. My house has been at 87 with fans running none stop. Today they tell me the blade is on back order. Don’t know when it will come.
What’s so up setting they did a maintenance on it before. Let them know it was making a very loud noise after, they said they couldn’t do anything until it went down.
I would give them a zero if I could.
I won’t be signing up again. I don’t like to leave bad review people need to know how this company functions.
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August 2024 by Isitolo Lautoa
Fridge went out. Work order submitted. Contractor came out and assessed it. landmark said they'll repair and said parts were ordered give it 3-4 business days. 4 business days go by nothing. Called and they said they were waiting on more info from the contractor, but the email said they ordered the part then they said they needed another 48 hrs for the contractor to respond. Tried calling the contractor who did not pick up. Called landmark 48 hrs later and they said they would send a check of x amount for an outside of network contractor but I had to wait another 48 hrs for the authorization team to figure out how much that check would be. Remember email from 10 days earlier said part was ordered and now 10 days later I'm waiting another 48 hrs for them to figure out there damn job. Have been with these guys for 8 yrs while not the best they were ok enough. This is the last straw not renewing my contract. STAY AWAY from LANDMARK. Also they call person refused to hang up and allow me to take the survey at the end of the call. Scummy practices and incompetent company!
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August 2024 by Classy Common Sense
Terrible service , better to
Just save your money for repairs. Paid them for years and the couple of times I make claims I got the run around and they sent contractors that were dishonest
