Home Warranty Education

How to Open a Service Request Online

Written by Whitney Bennett

Learn how to open a service request online with your Landmark home warranty plan.

If you have a home warranty with Landmark, it’s important to be able to request service when you need it. During busy times of the year (usually in the summer) we can have higher wait times than normal on the phone. This is the perfect time to open a service request online! You can open a service request online at www.landmarkhw.com at any time, no matter the season. The process is quick, simple, and you don’t have to wait to talk to a representative on the phone.

This video walks you through how to open a service request on Landmark’s website. While it is very easy to open a request, we have provided these step-by-step instructions below to help, just in case you have questions or get stuck.

To begin, you have to make sure your contract is active! Unfortunately, you can’t request service on your home if you haven’t renewed your plan, you’re in the waiting period on a consumer contract, or if the contract hasn’t been paid for a real estate contract. As long as your contract is active, you can open a service request on our website.

Step 1: Login to your Account

Step one of opening a service request on Landmark's website.

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You will want to log in to your Landmark Home Warranty account online. You can easily get to this page by going to www.landmarkhw.com/claim. If you don’t have your login information, you can follow the prompts on this screen to get logged into the website.

Once logged in, you can request service a few different ways. If you’re on www.landmarkhw.com/account, you can just click the green button on the top right-hand corner of the site that says “Submit Service Request.” If you’re on our homepage at www.landmarkhw.com, click either of the green buttons that say “Request Service.”

Step 2: Begin the Service Request

Step two of opening a service request: start the service request process.

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Once logged in, you can request service a few different ways. If you’re on www.landmarkhw.com/account, you can just click the green button on the top right-hand corner of the site that says “Submit Service Request.” If you’re on our homepage at www.landmarkhw.com , click either of the green buttons that say “Request Service.”

A box will pop up that asks you for your address. Select the correct address of the home where you need service.

Step 3: Select the Correct System or Appliance

Step three: select the correct system or appliance that needs maintenance.

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You will be asked the reason for your service request. Select the covered system or appliance that you need repaired or replaced from this dropdown. There are many options, so make sure you’re selecting the right one.

Step 4: Answer all the Questions about What Is Happening With Your System or Appliance

Answer all of the questions about the system or appliance that needs to be repaired when opening up a service request with Landmark.

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Answer the different questions for the system or appliance that you are having trouble with. Some of these questions are simple, like opening a request for a re-key. Others have more questions, like the model or type of the system or appliance, what issues exactly you’re experiencing with the system or appliance, how long you have noticed the problem, and so on. It is important to answer all of these questions as best you can so that Landmark can get you the correct contractor, and we have all the information possible about your repair or replacement up front. 

Step 5: Accept the Terms

Accept the terms and limitations while opening the service request.

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There may be some items that are not covered, or may not be covered depending on the contractor’s diagnosis. Make sure that you read your contract to know more about what is and is not covered under your home warranty plan, and any limits you may face. Read and accept any clarifications, then click submit.

Step 6: Pay a Service Call Fee

Pay your service call fee to finish opening the service request.

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Finally, you will be asked to pay a service call fee. You will be asked to pay now or later. This fee is a charge for the contractor coming out to your home to diagnose the problem. If the system or appliance that has failed is covered under the home warranty contract and does not have any limits on it, this usually is all you will have to pay! If the problem is not covered under your plan, you can work with the contractor outside of the home warranty contract to get the system or appliance repaired. Input your billing information and press submit. You have just opened a service request on Landmark’s website!

You will be sent an email with the assigned contractor for your service request. You will be able to contact the contractor and set up a time for them to diagnose the problem that works best for you.

Usually the contractor will not be able to fix your system or appliance in that first diagnosis visit unless they have the perfect parts for the repair with them. They may have to order parts for the system or appliance repair, which will require them to come back at a later time. You can work with the assigned contractor to set up a time for them to come back and repair or replace the failed system or appliance.

Now that you have experienced Landmark’s remarkable service and saved money on your repairs and replacements, make sure to renew your home warranty plan when the time comes! Go to How to Renew Your Home Warranty to go through the process step-by-step.

Pay your service call fee to finish opening the service request.

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Home Warranty Education

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