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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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S
sergey
8/14/2018
Landmark left my family to basically die in the heat without A/C for over three weeks. They had three inspections all stating a problem, but no, after three weeks in the 115+ heat and our pet dying and ice packs on my 2 year old daughter, they wanted a Fourth inspection. Complaint with Arizona Attorney General filed. Insurance commissioner complaint on the way! If you want action from Landmark thats what you have to do. File a complaint with your state AG!!! Will update.

S
Samantha M  
Official Response

Customer Relations Manager of Landmark Home Warranty
Dear Sergey, We have offered to send out a second opinion contractor for your A/C unit in which you have declined. As a result, the ticket was closed. You were approved to have your own contractor out for diagnosis. You were able to provide us with 3 diagnoses from your hired contractors. However, the warranty reserves the right to send out a second opinion contractor in our network. Without the second opinion, we will not be able to determine coverage. We would like to still offer to have an in-network contractor to diagnose your unit. If you wish to move forward with the second opinion, please reach out to us at 866-306-2999 to reopen the ticket. You can also reach out to me directly at customerrelations@landmarkhw.com. Sincerely, Tiffany Nguyen Customer Relations Manager customerrelations@landmarkhw.com
D
Dana B
8/14/2018
Works well with homeowners! Was willing to search for other company's for a sooner repair time!

S
Samantha M  
Official Response

Customer Relations Manager of Landmark Home Warranty
Dear Dana, We are pleased to hear that we have been able to provide you with timely service for you. We appreciate your feedback and hope to continue to provide remarkable service for you! Please feel free to reach out to us for any of your home warranty needs. Sincerely, Tiffany Nguyen Customer Relations Manager customerrelations@landmarkhw.com
Jeff F
8/11/2018
They (Landmark) make it so easy to create a claim on your phone. I had a minor plumbing problem and Landmark got a hold of a plumbing company, who contacted me immediately to resolve my plumbing concerns. Their customer service has gone above and beyond, and I recommend them to anyone who is in need of a home warranty!

Samantha M  
Official Response

Customer Relations Manager of Landmark Home Warranty
Dear Jeff, Thank you for taking the time to rate and review us! We are glad to see that our agents and contractors have been able to provide you with timely service for your plumbing concerns. We look forward to the opportunity to help you in the future! Please feel free to reach out to us for any of your home warranty needs. Sincerely, Tiffany Nguyen Customer Relations Manager customerrelations@landmarkhw.com
S
sergey
8/11/2018
If you are like most here, with terrible service from Landmark, contact your Attorney Generals office and file a complaint. Also, Insurance commissioner! This is the only way to resolve issues with Landmark.

S
Samantha M  
Official Response

Customer Relations Manager of Landmark Home Warranty
Dear Sergey, We have offered to send out a second opinion contractor for your A/C unit in which you have declined. As a result, the ticket was closed. You were approved to have your own contractor out for diagnosis. You were able to provide us with 3 diagnoses from your hired contractors. However, the warranty reserves the right to send out a second opinion contractor in our network. Without the second opinion, we will not be able to determine coverage. We would like to still offer to have an in-network contractor to diagnose your unit. If you wish to move forward with the second opinion, please reach out to us at 866-306-2999 to reopen the ticket. You can also reach out to me directly at customerrelations@landmarkhw.com. Sincerely, Tiffany Nguyen Customer Relations Manager customerrelations@landmarkhw.com
Jennifer U
8/11/2018
I have used them 3 times since May and have been very pleased with their customer service and the vendors they use in Grants Pass.

Samantha M  
Official Response

Customer Relations Manager of Landmark Home Warranty
Dear Jennifer, We are glad to see that our agents and contractors have been able to provide you with timely service. 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
M
mike
8/9/2018
I am reading the bad reviews below, but I think I have everyone beat. I bought my house in August, 2017 & as you know that prior to purchasing a home in Texas we have to have inspections & appraisals completed on the property which includes A/C units, attics, etc. As part of the home purchase our agent requested that the sellers pay for a Home Warranty so that we wouldn't be stuck paying for a major breakdown. Our RE agent recommended Landmark so we went ahead and contracted with Landmark. NOT a good idea! My A/C went out in Oct, 2018 and I requested service. They sent out a company several days later when I wasn't able to be there. I asked my oldest son (28 yrs old) to be there to... Read More

S
Samantha M  
Official Response

Customer Relations Manager of Landmark Home Warranty
Dear Mike, 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 A/C unit. I would like the opportunity to review your service request in more detail to better address your concerns, however, I am unable to pull up your warranty. Please reach out to me directly at customerrelations@landmarkhw.com. Sincerely, Tiffany Nguyen Customer Relations Manager customerrelations@landmarkhw.com
J
James
8/8/2018
Were looking to find another warranty service next month, Landmark was a waste of money, never should have paid a year up front. Around June we needed help on our A/C unit, turned in request for service and was told the earliest they could sent out a tect was 8 days. I called the main office to complain and was told, sorry that's the best they could do. When I signed up I was told they had service rep's in my area of Texas, big lie they called some one 60 miles from my house. Long story short I called a company in my area and had it fixed the next day at my expense.

S
Samantha M  
Official Response

Customer Relations Manager of Landmark Home Warranty
Dear James, 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 A/C. 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
N
nancy s
8/6/2018
Landmark person that answers the phone is so comforting. Service guys are professional, efficient, ON TIME and they explain the repairs. Definitely, recommend.

S
Samantha M  
Official Response

Customer Relations Manager of Landmark Home Warranty
Dear Nancy, We are glad to see that our agents and contractors have been able to provide you with 5-star service. 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
A
Anonymous
7/31/2018
Save your money! Stay away from this company! They only want your money and they are never there to help! The ignore the contract! I've been trying to get my AC unit fixed for 4 days now. We live in Arizona where the temperatures go over 110 and even over 115 at times. Our AC broke right during the hot summer months. Per contract, the loss of AC in extreme weather conditions IS AN EMERGENCY. Despite that and that I also have a small child in the house, the lady over the phone told me that it is not an emergency... HOW COULD THIS BE? They do not care for you and are not in a rush to help.

S
Samantha M  
Official Response

Customer Relations Manager of Landmark Home Warranty
Dear Homeowner, I am sorry to hear of your experience with your A/C unit. 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 would like the opportunity to review your service request in more detail to better address your concerns. Please reach out to me directly at customerrelations@landmarkhw.com. I look forward to hearing from you. Sincerely, Tiffany Nguyen Customer Relations Manager customerrelations@landmarkhw.com
D
Dave
7/27/2018
Fast and friendly service for my air conditioner repair, spoke to a representative late at night when it failed.

S
Samantha M  
Official Response

Customer Relations Manager of Landmark Home Warranty
Dear Dave, We are glad to see that our agents and contractors have been able to provide you with 4-star service with your A/C unit! We would be happy to hear your feedback on what we can do to provide you with 5-star services as it provides great insights on how we can improve to better serve our homeowners. Please feel free to reach out to me directly at customerrelations@landmarkhw.com. Sincerely, Tiffany Nguyen Customer Relations Manager customerrelations@landmarkhw.com
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