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Landmark Home Warranty Review


ConsumersAdvocate.org Rating: 3.8 / 5 (Very good)
208 Customer Comments & Reviews - see all comments
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Landmark Home Warranty, LLC is Utah-based home warranty company founded in 2004. The company, which services Arizona, Idaho, Nevada, Oregon, Texas, and Utah, offers comprehensive and customizable coverages starting around $30 a month. Landmark Home Warranty has overwhelmingly positive customer reviews and a Better Business Bureau rating of B+.
 
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How is Landmark rated?

Breakdown

4.0/5
Transparency
4.0/5
Claims Processing
3.5/5
Coverage Options
3.5/5
Additional Benefits
4.0/5
Customer Experience

Overall Rating: 3.8 / 5 (Very good)

Landmark has a reasonable appliance and system caps, no term limits, and positive online reviews, which is more than can be said for many of its competitors. For about the same price as most other comparable plans, customers get Landmark’s online availability and excellent customer service. By and large, Landmark delivers a customer experience that works precisely as advertised.

Coverage

Key Facts

Plan Types
Systems
Combo Plan
Benefit Limit Type
Per Item

Coverage Options - 3.5 / 5

Landmark’s coverage varies by state. Furthermore, there are two plan categories depending on the customer's situation. The Homeowner Plan is for those who have already owned their house for 30 days. The Real Estate Plan is for new home purchase. The following details regarding coverage and pricing will be examples of the Homeowner Plan. For details on plans associated with new home purchase, which are more comprehensive and varied, we suggest you visit Landmark's website and see what they will provide that is specific to the state you live. Landmark's Homeowner coverage is divided into two different plans, the Home Systems Plan, and the Total Protection Plan. The Systems covers services like A/C and Heating Pre-Season Tune-up and pest control, comprehensive AC and heater coverage, electrical systems, and plumbing. Total Protection includes all of these plus appliances.

What does Landmark cover?

Covered Built-In Systems

  • Air Conditioning
  • Heating
  • Electrical
  • Plumbing
  • Water Heater
  • Instant Hot/Cold Water Dispenser
  • Ceiling Fans
  • Ductwork

Covered Appliances

  • Refrigerators
  • Dishwashers
  • Clothes Dryers
  • Clothes Washers
  • Ranges/Ovens/Cooktops
  • Built-in Microwaves
  • Garage Door Openers
  • Garbage Disposal
  • Central Vacuum

Exclusions

For a full list of Landmark exclusions, check out this page.

Specialty Items

  • Pool/Spa
  • Well Pump
  • Septic
  • Roof Leaks
  • Pest Control
  • Subterranean Termite Treatment
  • No-Fault Coverage

Contract & Price

Contract Details

Annual Premium
Starting at $350
Minimum Contract Length
12 month(s)
Home Inspection Required for Contract?
No
Online Quote/Application

Contract & Price - 3 / 5

Like the service fee, Landmark's yearly premium for its Homeowner Plans varies by state. In Utah, Oregon, and Idaho, choosing the $100 service fee will produce a $350 premium for the Home System Plan, and a $600 premium for the Total Protection Plan. If you were to opt for the $60 service fee, this would increase the Home System Plan premium to $400, and the Total Protection Plan to $650. In Texas, Nevada, and Arizona, the $100 service fee will yield a $360 premium for the Home Systems Plan, and a $610 premium for the Total Protection Plan. Finally, in these states, choosing the $70 service fee will cost $425 for the Home Systems Plan and $675 for Total Protection. Landmark has an online quote calculator available on their website, for customers who'd like more specifics. If the policyholder chooses to cancel, Landmark offers a 30-day, full money-back guarantee, with the exception of a $40 administration fee.

Cancellation Policy

a) LHW may not cancel this contract during the initial term for which it was issued, except for any of the following reasons: (1) the contract holder does not pay a fee or charge due under the terms of this contract; (2) the contract holder engages in fraud or misrepresentation of facts material to the issuance of the contract; (3) an interest in the residential property covered under this contract is sold, and the contract is contingent on an interest in the property not being sold. b) If contract is cancelled, homeowner shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $40 administrative fee, and any actual service costs incurred by LHW. If listing coverage is cancelled after service has been performed, and the contract fee has not yet been paid, contract holder will be responsible for purchase of contract, or reimbursement to LHW of service costs incurred, whichever is less. c) Cancellation may be made by Contract Holder at any time. If cancelled within 30 days of acceptance of LHW, and no service request has been made, the Contract Holder is entitled to a full refund of the contract proceeds less an administrative fee of $40. Utah Residents: If Contract is cancelled by us, cancellation will be effective no sooner than 10 days for paragraph A.1, and 30 days for A.2 and A.3 after delivery or 1st class mailing of a written notice to the contract holder.

Claims & Service

Claims

Service Fee
$60, $70, or $100
Maintenance Records Required for Service?
No
24/7 Claims Department?
Waiting Period
0 days

Contractors & Service

Contractor Selection
In-Network Only
Service Recall Period
30 days

Claims Processing - 4 / 5

Landmark offers two service fees. Choosing the lower price will result in a higher yearly premium. The minimum service fee is $60 (Utah, Oregon, Idaho) or $70 (Texas, Nevada, Arizona). The maximum service fee for all states is $100. Without the need for maintenance records or a waiting period, this company’s 24/7 claims department is always ready to dispatch one of its many in-network contractors. Landmark also allows for the hiring of outside operators, provided that they meet pre-specified requirements.

Landmark Reputation

Company Details

Year Founded
2004
Number of Employees
52-200
BBB Rating
B+
BBB Positive Reviews
234
BBB Neutral Reviews
5
BBB Negative Reviews
104
Date Collected
2018-05-01

Reputation - 4 / 5

Although not a member of the NHSCA, Landmark has maintained a Better Business Bureau rating of B+ since 2004. This is based on 216 positive, four neutral, and 73 negative reviews.

Contact & Additional Information

Homepage URL
https://www.landmarkhw.com/
Company Phone
(801) 748-0124
Headquarters Address
Salt Lake City, UT
Mailing Address
P.O.Box 27848, Salt Lake City, UT, 84127
Year Founded
2004

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208 Customer Comments & Reviews

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Toni C
6/13/2019
Landmark does not provide exceptional service. They do not care about their clients; use the cheapest contractors; no warranties on work performed and everything is an exclusion. Read your contract before you buy. There are better home warranty companies out there. You call customer service to get assistance and have to be put on hold because the representatives have to check everything out with their "supervisor" before they can provide you service. This home warranty service was purchased through our realtor when we purchased this house and we had no say so in choosing a home warranty company but I do know that once my one-year contract is done I will NOT be renewing with Landmark. I... Read More

Samantha M  
Official Response

Customer Relations Manager of Landmark Home Warranty
Dear Toni, I am sorry to hear about your experience and that you feel this way. It is not the service we intend to provide. I would like to review your service requests in more detail to better address your concerns. I am unable to find your warranty with your name. Please reach out to me directly at customerrelations@landmarkhw.com with your property address. I look forward to hearing from you. Sincerely, Tiffany Nguyen Customer Relations Manager customerrelations@landmarkhw.com
C
Cleo W
6/13/2019
Our refrigerator died on Tuesday and we called Landmark and they don’t have very many contractors that come to Morgan Utah, so we waited until Thursday. I was fortunate to find space in another freezer for the frozen food but had to use Camp coolers to keep the other food in, keeping it cold enough to keep the food from spoiling wasn’t easy. The repairman recommended that the fridge be replaced, after he reported that to Landmark we waited until Friday to find out what the decision at Landmark was. They gave us $500.00 we’ve been with Landmark since 2013 and had one claim. We paid $650.00 for the year, not happy at all with our investment. Only one star because I have to do that to submit..

S
Samantha M  
Official Response

Customer Relations Manager of Landmark Home Warranty
Dear Cleo, Thank you for taking the time to share your feedback. I am sorry to hear about your experience with your refrigerator. I have reviewed your service request and to better address your concerns, I will be sending you a direct e-mail. I look forward to assisting you. Sincerely, Tiffany Nguyen Customer Relations Manager customerrelations@landmarkhw.com
R
Richard B
6/4/2019
All I had to do was make one phone call. Repair was attempted, was deemed not possible, and replacement was accomplished quickly and efficiently. Very good service, no hassles. Landmark is more expensive than many of it's competitors. Having had experience with the others, I prefer Landmark.

S
Samantha M  
Official Response

Customer Relations Manager of Landmark Home Warranty
Dear Richard, Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs! Sincerely, Tiffany Nguyen Customer Relations Manager customerrelations@landmarkhw.com
Daniel W
4/22/2019
Very frustrating to deal with. Purchased a home that had a Landmark warranty included. The dishwasher broke and it has been over a month and no repair. I asked how long it has to go on before they just replace it and was told "there is no time limit before they would replace it". So I can take the cost of repair and fix it myself or just wait an unlimited amount of time for them to get around to it. Fixing it myself is not why we have a home warranty!!! I don't know if all warranty company's have this type customer service but I am not satisfied with this one. Try another company.

Samantha M  
Official Response

Customer Relations Manager of Landmark Home Warranty
Dear Daniel, Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experiences with your dishwasher. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at customerrelations@landmarkhw.com. Sincerely, Tiffany Nguyen Customer Relations Manager customerrelations@landmarkhw.com
C
Carolyn T
3/31/2019
I would not use this home warranty. Every time I had to have something repaired they always come back with sometime that is covered and I have pay for sometime. When my downstairs heater died there was almost 400.00 dollars they wouldn't cover. Then a month ago when I had some professional painting the inside of my house they came across some black mold which was cause by my refrigerator. I call Landmark customer service and they setup a repair ticket. When the repair guy came out he said it was because by the water hook up to the refrigerator had been leaking and cause the rust on the back of the refrigerator. Landmark denied the repair, and refused to replace the refrigerator said that... Read More

S
Samantha M  
Official Response

Customer Relations Manager of Landmark Home Warranty
Dear Carolyn, Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear that you feel this way. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at customerrelations@landmarkhw.com. Sincerely, Tiffany Nguyen Customer Relations Manager customerrelations@landmarkhw.com
K
Kayla
3/25/2019
I first noticed an issue with my oven in December of 2017. It was not pre-heating appropriately. We had a service technician come out provided through Landmark and attempt to fix the issue. They had to come out several times and I was assured that the issue was fixed as the technician tested the oven. Unfortunately this is not an issue that is easy to identify if it is working or not for someone without the proper tools due to it's nature and I identified that the oven was not working still sometime later. The oven was never fixed and when I contacted Landmark to let the know the oven had never been fix, they informed me I had to place another request and pay another $70, and have... Read More

S
Samantha M  
Official Response

Customer Relations Manager of Landmark Home Warranty
Dear Kayla, Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear about your experience with your oven. A service call fee is required for every service request that is opened. There are a couple of months between your oven service requests. The warranty guarantee’s our contractor’s work. If your unit was not repaired, you have 30 days to reach out to Landmark to open up a recall ticket. If it is the same issue, there will not be another service call fee required. If the issue is not related to the original concern, there will be another service call fee. Due to your warranty being in an inactive status, the warranty will be unable to assist you further. The warranty’s guidelines do state that we are not responsible for any consequential damage done by the contractor. If you feel the contractors are at fault, you will need to work with them privately. Landmark ensures that the independent contractors that work with us are licensed, bonded, and insured for these situations. If you are interested in reinstating your warranty, I would be happy to look into your oven service requests in more detail. Please reach out to me directly at customerrelations@landmarkhw.com. Sincerely, Tiffany Nguyen Customer Relations Manager customerrelations@landmarkhw.com
webhenjennifer
3/19/2019
We have used the service for a few washer repairs, a potential water leak, and yearly A/C tune-ups. All service calls have been taken care of according to the contract and we've been happy with the providers they sent to do the work.

Samantha M  
Official Response

Customer Relations Manager of Landmark Home Warranty
Dear Homeowner, Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home and hope to continue providing you with remarkable service. Please do not hesitate to reach out to us for any of your home warranty needs! Sincerely, Tiffany Nguyen Customer Relations Manager customerrelations@landmarkhw.com
Catherine J
2/18/2019
Landmark home warranty was very easy to work with. They helped us schedule everything and made filling a claim very simple.

Samantha M  
Official Response

Customer Relations Manager of Landmark Home Warranty
Dear Catherine, We are pleased to hear that we have been able to service you in a timely manner! We appreciate your feedback and hope to continue to provide remarkable service for you! Please do not hesitate to reach out to us for anything you may need in the future! Sincerely, Tiffany Nguyen Customer Relations Manager customerrelations@landmarkhw.com
E
Ed D
2/4/2019
Good customer service, good services. prompt action. courteous employees. Professional.. Fair prices.

S
Samantha M  
Official Response

Customer Relations Manager of Landmark Home Warranty
Dear Ed, Thank you for taking the time to share your feedback. We appreciate it and are happy to hear that you feel this way! We are here to provide you with a peace of mind for your home. Please do not hesitate to reach out to us for any of your home warranty needs! Sincerely, Tiffany Nguyen Customer Relations Manager customerrelations@landmarkhw.com
E
Ed P
2/1/2019
Very disappointed with Landmark. No stars deserved. Terrible customer service. After over a year as a customer with no missed payments, and having set up the renewal of my contract with a sales rep to include automatic payments of monthly premiums from my credit card, I went in to their website for assistance on a failed appliance and got a message that my contract had been canceled due to lack of payment. I was unaware that they had not been paid and had received no notice--email, mail or telephone call--of their not receiving payments. Landmark was unable to determine if they had ever tried to notify me of difficulties with being paid. As I dug in to the details with their... Read More

S
Samantha M  
Official Response

Customer Relations Manager of Landmark Home Warranty
Dear Ed, Your feedback is taken very seriously as it plays a vital role in our quality assurance and it provides great insights on how we can improve to better serve our homeowners, and we appreciate the time you have taken to share it. I am sorry to hear of your experience with your billing. I would like the opportunity to review your concerns in more detail to better address them. Please reach out to me directly at customerrelations@landmarkhw.com. Sincerely, Tiffany Nguyen Customer Relations Manager customerrelations@landmarkhw.com
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