Landmark Home Warranty was founded in 2004 in South Jordan, Utah. The company operates a residential insurance program, which repairs covered items.
The company is licensed to operate in 6 states, including Arizona, Idaho, Nevada, Oregon, Texas, and Utah. The company uses independent, licensed contractors for covered repairs.
In the years 2014 through 2016, the company was listed on the Inc. 5000 list as one of America’s fastest growing companies. Typical coverage includes residential systems such as heating and air conditioning, plumbing, electrical, as well as major appliances, such as dishwashers, refrigerators, and washers and dryers.
Landmark Home Warranty operates as a subsidiary of American Home Shield as of November of 2016. The company currently has an A- rating with the Better Business Bureau.
Landmark Home Warranty maintains a corporate office in South Jordan, Utah.
Landmark Home Warranty was founded in 2004 in South Jordan, Utah. The company operates a residential insurance program, which repairs covered items.
History
The company is licensed to operate in 6 states, including Arizona, Idaho, Nevada, Oregon, Texas, and Utah. The company uses independent, licensed contractors for covered repairs.
In the years 2014 through 2016, the company was listed on the Inc. 5000 list as one of America’s fastest growing companies. Typical coverage includes residential systems such as heating and air conditioning, plumbing, electrical, as well as major appliances, such as dishwashers, refrigerators, and washers and dryers.
Landmark Home Warranty operates as a subsidiary of American Home Shield as of November of 2016. The company currently has an A- rating with the Better Business Bureau.
Landmark Home Warranty maintains a corporate office in South Jordan, Utah.
I’ve been with Landmark for 5 years now and recently have considered in not renewing for another year. I called on 7/09/23 as my water heater was leaking. Everything went smoothly over the phone and within that same day the contractor reached out to get the information needed from my water heater. Days passed by and I called landmark to follow up and they stated that they were waiting on the contractor for information on the water heater. Reached out to contractor and he called Landmark because he had already given them the information. Days went by and finally the service request was approved but still no call from landmark. It was I calling them or the contractor giving me information. It’s sad that they keep blaming the contractor when in reality it’s landmark. At one point while I was talking to Landmark and placed on hold because they were trying to contact the contractor, I myself called the contractor and sure enough he answered. Asked if Landmark was calling him and of course they weren’t. I even let the rep with Landmark know I had the contractor on hold and he stated that Landmark wasn’t calling him. They placed me back on hold for several minutes without saying anything. Very frustrating that I’m shy 2 days from it being 3 weeks with no hot water and every time I call they say that parts have been ordered and the contractor just needs to pick them up. Contractor has gone to the distributor and they have no water heater there!!! Obviously this is not a priority to them! I would rethink and seek other options before signing up with them. I will post this online on any page that I’m allowed to, to help people be aware that they don’t follow up as they tell you.
Have been without my heating system for over a month now. Landmark has done nothing to help. The initial contractor misdiagnosed my system causing initial response from Landmark to deny claim. I hired my own contractor to come out and they said claim was valid. Landmark hired a second opinion contractor who agreed with my contractor. Ever since then, 5 weeks and counting, Landmark has done nothing to work with the second opinion contractor to get them the parts they need to fix my system. Landmark’s customer service are liars of the highest order. They are trained to lie and get me off the phone. Landmark has known I have nothing done to fix my issue and refuses to assist in getting my heating system working again. There are no other resources to help me at Landmark other than their lying foreign customer service reps. I’m letting them hang themselves on this deal. Looking forward to the outcome.
My A/C has been out now for 5 days and Landmark is just now getting someone out to look at it. I live in Nevada and it is over 100 now in June. I was told that Landmark wont send anyone on a emergency for a A/C unit. I feel like Arizona has the right idea on getting the state att involved with this. I see on the complaint section that I am not the only one in Nevada that has had to deal with this. Sure funny that they can take your money so fast but can never have the work done till they are good and ready. Landmark call center told me that they only deal with 2 repair contractors in my area. There are so many that could of helped us! When our home is over 100 inside thats a emergency ! I really tried to let Landmark make it right. They said that they would have a mgr call me within 24 to 48 hrs but still no call for 5 days. Time to reach out to the state of Nevada and to the state of Utah.
I am having the same issue and I DO LIVE IN ARIZONA! My house is currently 96 degrees. I’ve been calling this company since Monday. I even had to get permission to find someone to come out my self cause they only had 1 contractor and that contractor was an hr away. Now that I did that and did exactly what they told me to do I have to wait another 48hrs for their invoice to be approved. So now it looks like Monday. A WHOLE WEEK WITH NO AC IN ARIZONA!
Service Request numbers 2364713 [originally assigned to an in-network vendor, that is NOT in your network, and desires NOTHING to do with any appliance affiliated with “Landmark” (LHW) NOR “One Guard” Home Warranty companies!] AND 2365452 (LHW authorization to engage an out-of-network vendor, other than the 45 vendors listed in the LHW e-mail in my area that are NOT authorized . . . leaving no service companies that want ANYTHING to do with LHW contracts) have not resulted in my “covered” dishwasher being repaired or replaced since the initial service request was entered on 09/17/2021. In fact, it has not even been looked at. I suggest for all the rest of the dissatisfied contract holders that we band together and hold the leadership of LHW (CEO: Alma Jeppson; CFO: Chris Smith; & COO: Lawrence Flitton) accountable for failed/fraudulent services and breach of contract. Since their recent change of venue to Arizona, perhaps others in my predicament will join me in providing LHW with some free publicity (which is not always FREE!) by engaging news/media consumer advocates in their home base area: Gary Harper (CBS) and Joe Ducey (ABC) are two local news channel consumer advocacy investigative reporters that peel the layers of the onion back on companies such as LHW right in the backyard of their corporate theater of operations. In addition, retaining a contract attorney is a good idea as well — especially if it is one who has personal experience (or the law firm does) with an underperforming warranty company such as Landmark Home Warranty (or one of their many underperforming affiliates). I expect LHW to recalibrate from this communication, have someone higher in the organizational chain than Theresa Patterson, Jennifer, or any other unsuccessful LHW contact that has not resolved the issue thus far. The free, and truthful, publicity promised is now in motion. Get your heads out of the sand (nice words) and get this dishwasher repaired or replaced. At this point, I would suggest appliance replacement, with LHW doing the legwork to produce a vendor for that service — no service repair companies want anything to do with you . . . they do not even wish to call you on the telephone from the work site to provide diagnosis nor receive authorization. The writing is on the wall, Landmark Home Warranty. Get your “act” together; “act” is half of a word that LHW needs in their contractual vocabulary . . . what we all need is ACTion. Turn this around Landmark — I am now fed up, and you are officially my crusade to remedy . . . my patience has been a virtue, but I am now fed up, ready to roll, and resourcefully armed to do so.
My name is Marc Hack. What I read is Landmark wants happy customers. Why am I still went out March 31, 2022! I have one burner left and then today, April 18 I was told that my replacement stove will not be getting to my house until May 25, 2022. They sent me $65 to buy a cord to plug the new GE stove in. Why should I have to do any of that since I’ve been a loyal Landmark customer for years? I’m 73 years old and I shouldn’t have to freaking worry about that and I am not happy!Tina, involve them and has been nice but she says that they only deal in G Stylz and it will probably not be brought to my home and “dropped off”! Maybe they can bring it into my kitchen but I needed the old stove out. I do not have a Dolley (Sp). As a loyal customer why should I put up with this?
How do you escalate an issue with this company?? Tried and keep getting no where.
We live in vegas and our AC is not working. 106 degrees ! Said they would call back with resolution and no calls for 48 hours.
Please contact me ASAP!
I will not hesitate to make a calls to CEO, CFO AND COO.
Dear Alma Jeppson,
This is the third call that we put into your company for the same issue from June 18, 2021. When we asked to speak with a supervisor we were told only contact with a supervisor is by email???? No hot water three different times with no expedited service??? We waited a week before someone came out from Pipe Doctor (AKA: Beck Plumbing). We had to pay them $1400 in Cash. How is this a way to run a legitimate business?? This smells like no one is accountable at the warranty company or the plumbing company. We were told that we have to pay a service fee when the work was not correctly diagnosed the first time. Is this a scam? Please get back with us.
I have had Landmark for years and have always been pleased with their customer service until my A/C unit needed to be replaced. Last year the company they sent out said you need a new unit, this one is going to keep going out we will let Landmark know. The representative calls me and says that they are going to replace the unit but I had to pay for the refrigerant because they would only cover $20 per pound and the company charged $120 per pound and the contractor needed 10 pounds. Now I paid that because at that time it made sense I’m getting a new unit they would need refrigerant. Well the contractor shows in (this is in the middle of July in Phoenix, Arizona) with a regular truck. I’m like okay, maybe he is waiting for the big truck. Nope, so I call email my claims representative with Landmark and she said we are replacing your unit which is your compressor. Word play that they did. Fast forward to July 2021 same thing happens, contractor comes out unplugs my unit says there is too much wrong with it, it needs to be replaced I will let Landmark know. Representative calls me and says we are going to fix your unit but there is a pan under it that we don’t cover and it will cost you $1700. 2 different professional companies have come out through Landmark and twice Landmark has been advised that it needs to be replaced and twice they have refused. Why do we as consumers/homeowners use home warranties if you’re not going to do what is best for your customer based on what the professionals advise. Why even use Landmark if you’re going to charge us a monthly fee then when major work needs to be done refuse it unless we pay thousands of dollars. I WILL NOT EVER recommend Landmark to anyone else ever. I’m in mortgage and WILL NEVER RECOMMEND your company. The customer service reps speak as though they have a script, very robotic and when asked the response I received is “I just know my job”. Horrible customer service all the way around. I will warn all to absolutely not use your company in good conscience because of my experience.
I am very upset with both LANDMARK and PIPE DOCTOR 24/7!!!
NOT HAPPY!
I rarely complain, but I have a very good reason to. My water heater began leaking into my bedroom early Sunday morning on February 28, 2021. I filed a claim on March 1, 2021.
Today is March 12, 2021
I am still without a water heater and NO HOT WATER!!!!
I am very angry at both Landmark and Pipe Doctor 24.7.
Patricia L. English
Lancaster, TX 75146
214.796.XXXX
email: patenglish@ sbcglobal.net
Contract #: 69260
Work Order #: 2160131
I would love to speak to someone at corporate headquarters about the horrible service I received from your company. I had noticed my fridge was not keeping food cold so I kept turning up the coldness dial until I reached 7, the highest setting. It still wasn’t keeping food cold enough, causing me to have to throw out food which had molded. On 8/22/19 at 2:25pm I called your CS# 866 306-2999 to file a claim to have a service tech sent out. I spoke to Janli at the call center called Avana Aura, I believe it is in the Philippines. My daughter Angela Bonugli, has a policy for her home and my home with your company. I made sure to share this fact with Janli, as not to get the two policies or residences confused. Her very heavy accent made communication difficult. After telling Janli I was having to throw away food due to the fridge not cooling properly Janli assured me she would expedite the work order and have the repair company contact me by the next morning. I asked if I could contact Alacrity repair myself to set up an appointment & she said that was fine that she would also send them a work order along with contacting them. The work order #1611604 was supposed to be sent to my e-mail address also, it wasn’t. Later that same day my daughter who was recovering from surgery got a call from your company about her claim on her fridge. She told them “I didn’t place a claim, my fridge works fine” as she knew nothing about my fridge problem. I hadn’t wanted to bother her while she was recovering. Clearly Janli had not understood the conversation her and I had about the two separate policies. On Friday the 23rd I received a call from Alacrity repair where I set up an appointment with Ramone to have him come out on Saturday between 11-1pm to fix my fridge. Saturday at 10:13 I received a voicemail from Moran from your CS call center asking me to call them back to discuss the claim on my fridge. When I called at 10:32 I spoke with Mary. She informed me that the work order which Janli had filed for my fridge had been written for my daughters address not mine. She than informed me she would be canceling the work order and reissuing a new one with my address. I told her that if it meant I wouldn’t be getting my fridge fixed today that was not a acceptable solution. Clearly the mistake was your company’s fault. Now I would have to wait until next week to have the repair tech come out. All the while I’m having to throw away my food because your employee screwed up and typed in the wrong address. This conversation took over 30 minutes of my time and too many gray hairs to count. I pleaded with her not to cancel the work order, she did anyways. I tried to contact Alacrity myself but each time all I got was a recording to leave a message, which was never returned. To me this is just another example of corporate greed. Landmark outsources their CS call center to a third world country where they pay pennies on the dollar for cheap labor. To hell with real customer service. I searched the internet for a local # to call since it states your office is in South Jordan, nothing. The only # anywhere is your horrible call center in the Philippines. I can assure you I will not be renewing my policy with your company! I will find a home warranty company who doesn’t outsource their call center, one that hires CS representatives who understand what customer service means!!!!
Frustrated beyond words,
Kathleen Cullison
253 691-XXXX
bestdogcooper@ gmail.com
I am very sorry to tell you that I have a major complaint regarding a failed swimming pool motor and pump at my property XXXXX Mustang Court Fort Worth Texas Tx76137.
Your company sent two professional swimming pool engineers out to diagnose the fault. The first changed a motor capacitor and informed my wife that the pool was leaking and would cost thousands of dollars to fix, (this repair lasted less than 24 hours) The second engineer blamed the failure on contamination from DE filter powder which I disputed and gave solid statements as to why this was not possible. I have had the fault professionally diagnosed by removing the motor and testing the electrical supply which was found to be corroded and highly dangerous leading to an overheated and failed motor/pump. This could easily have resulted in a house fire with extensive property damage and possible loss of life. Your company has refused to listen to my explanations and I have been forced to renew the electrical supply and replaced the motor and pump at a cost of over $2000. I cannot begin to express my dissatisfaction with your performance over this claim you have left myself and my family exposed to a potential life threatening situation. Perhaps now is the time for someone to contact me and explain how I go forward with this difficult and dangerous situation.
Regards
John Cox
I have a Landnark warranty. I had a first & second opinion come out from Landmark. Opinion 1 only provided me with 1 option. Opinion 2 gave me to options & explained my options very well. I would like to go with opinion 2 company but I am on a fixed income & can not afford to choose the more than half cost for the same outcome I have chosen. Opinion 1, only option is $1500. For the same work, Opinion 2, option 1 is $3205. I am told that opinion 2, option 2 will void my warranty & even if something fails while Landmark’s contractor is doing the work, it will not be covered. I am also being told conflicting information about a 1st & 2nd opinion. When I called in to speak to a claim person, I was told that the homeowner has the option to choose opinion 1 or 2. Then I was sold by Aida & Casey that opinion 1 is no longer an option for me even though it will save me over half $. I was told it will cost Landmark $ to go back to opinion 1. This makes no since, I have not chosen opinion 1 or 2, they both were paid to come out but neither has stated the job or ordered parts. I asked to speak to manager over Casey or Aide but was told they do not have a boss other than GR. As the homeowner, I want the option to choose opinion 1 if it will save me $1705 for the same exact work & outcome. Please contact me to discuss ASAP. I live in Texas & have children in my home without an AC for over 2 weeks now due to process (which I understand it takes time for a company to get to me) & fighting to get this resolved. Thank you, Dennice deGraffenried 832-563-XXXXX.