Landmark Home Warranty, LLC

[redacted] , I'm sorry to hear of this experienceIt is not the time frame that is intended for service requestsUnfortunately, the warranty does not control our contractor's schedulesWhen it is out of our control, we do seek alternative options to assist youI see that we have approved you to work with an out-of-network contractor to be able to service you sooner than the original contractor that was assigned I have just left you a voicemail to go over the details of this processI also sent you an e-mail with the information as wellWe do ask that you call the contractor to coordinate on a good time for them to go out for diagnosisOnce they have diagnosed your unit, we do ask that you call Landmark to inform us of the detailsThis is to determine coverage so that you are aware of what will be covered and what will not beThis is also to be sure you will be reimbursed for the covered repairs If you have any further questions, you can reach out to me directly at [email protected], or reply to the e-mail I sent you We appreciate the time you have taken to give us your feedback and I hope to be able to get your service request moving forward as intended I look forward to working with you Respectfully, Tiffany N [redacted] Customer Relations Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meLandmark refunded the $service fee from the initial issue and upon further conversation sent another contractor out and waived the fee for that serviceThank you for resolving everything Sincerely, [redacted]

Please send pictures of your unitI want to work with you to get this resolvedI have been in contact with you via email in an attempt to resolve this Thank you, Candace P***cp***@landmarkhw.comCustomer Relations Manager

I do want to apologize for your frustrations, but unfortunately the refund will remain the sameYou were contracted by a agent on the cancellation request on 12/30/2016- in the email that was also sent to you on that date it stated that if we did not hear from you your warranty would remain active Since your warranty was open, active and available to youThe refund is based on the guidelines of the warrantyI have attached a copy of the warranty to this email for your reference The total pro rata refund amount would be $If you would like to still cancel the warranty, please respond to this email and confirm the name and address that you would like to have on the refund checkOnce confirmed, it will take 10-business days to get to you I would like to hear back from you, so that I can assist you in any way that I canYou can either reply to this email or give me a call at 866-306-(ext.333), If I am unable to answer your call please leave me a message and I will get back with you as soon as possible Thank you and have a great day

It was easy to file my claims and the follow up was great. One request for checking the air conditioner and furnace was not necessary as my unit was new and the seller of the unit indicated I did not have to have the check for another year. The refund of my $65 was prompt. However, I was still getting follow up emails from Landmark a couple of weeks later, i.e. how did it go. One of my claims was for a microwave that was not working correctly. That was a little more complicated as the company misdiagnosed the problem and after two visits I was told I needed a new microwave. I shopped for a microwave and am waiting for the new microwave to come in. I did not realize I would have to pay someone to install and take away the old microwave, but maybe needed to read the small print. Overall a great job.

Hello [redacted] , I apologize for this poor service experienceWe always seek to provide a positive service experienceI want to assure you that this issue will be addressed immediatelyWe will contact you shortly to review this concern and work toward an amicable resolution within the parameters of the warrantyThis is not the type of experience we want to our valued homeowners to haveIf you have additional comments or concerns, please don’t hesitate to contact me directlyBest wishes, Elise N [redacted] | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Dear Mr [redacted] , Thank you giving us this opportunity to address your concernsIt is my understanding that you are requesting that Landmark Home Warranty reimburse you for the costs associated with your meter repairPlease allow me to explain why we cannot fulfill that request As stated in our contract (attached): “LHW will provide service on listed covered systems or appliances that: a) are installed and located within the perimeter of the Main Foundation and Garage (attached or detached)Additional living space in garages or separate from main home are not covered unless additional Option chosen Systems or appliances located on the exterior or the outside of the home (including porch and patio) are not covered.” Because the metering device for the home is located on the exterior, it is not considered a covered itemIt is true that Landmark will provided up to $of coverage on code violations for covered items, however, since the metering device is not considered a covered item we will not be able to reimburse you for those costsLandmark simply cannot provide coverage that is not offered The electrical components that Landmark Home Warranty covers are as follows: Wiring, Panels and Subpanels*, Plugs, Switches and Fuses, Junction Boxes, Circuit Breakers, Conduit, Ceiling Fans, Exhaust Fan, Central Vacuum, as long as they are located within the perimeter of the main foundation, as stated above I hoped this helped explain why Landmark will not be providing the requested reimbursementWe do apologize for this misunderstandingAs a Landmark Home Warranty customer your understanding of the coverage we offer is very important to mePlease let me know if you have any additional questions or concerns Thank you, Kristen B [redacted] Public Affairs [redacted] @landmarkhw.com

2/22/Revdex.com reply to [redacted] Hi [redacted] , I looked into this for you with our Accounting DepartmentI was provided with the following information: Our checks are mailed on Tuesdays and ThursdaysYour check was verified as processed on 2/9/It missed the cut-off for mailing that dayThe check was then mailed on Tuesday the 14thYou should receive the check any dayAccounting verified that it was mailed on the 14th and it has not been cashed yetPlease let me know if I can provide additional assistanceThank you, Elise N [redacted] | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Dear Ms***, Thank you for giving us this opportunity to address your concernsIt is my understanding that as of today, before this complaint was received by Landmark, a resolution had been provided and that Landmark had agreed to have your out-of-network contractor install the toilet Hopefully this will provide a permanent resolution Please let us know if you need assistance with anything else Thank you, Kristen B [redacted] Public Affairs Manager [redacted] @landmarkhw.com

Mr [redacted] , Thank you for giving Landmark this opportunity to address your concernsI have received your complaint and have researched what occurred during this situationYour feedback is important to Landmark Home Warranty and we do not take this lightlyI would like to post your complaint so I may refer to it as neededComplaint Statement: “I called in to make a claim on my home warranty that my toilets were backing up they contacted a contractor out of Mesa and when he came in he had told me that my home warranty people should have told me that they only covered snaking the toilet not removing the toilets if needed I contacted back my home warranty company which is landmark and the customer service representative I spoke with said he was correct that the customer service representative I spoke to before and made the claim with should have told me that all they were going to do was run a snake in my toiletI had already done that a few times the problem went away and quickly came backSo when I called back to make the complaint that I was in properly informed by my home warranty personnel that they should've told me that all they were going to do was run a snake in the toilet they told me well we can't refund you your money so I called and spoke to somebody in upper management Friday the 29th and told them since they were going to refund me my [redacted] for the contractor to come out that I wanted to cancel my home warranty and she said that cancellations would get a hold of me to to hours and it would be a 40% surcharge to cancel my warranty it's not my fault that the first customer service representative did not inform me like they should have so I should not be charged the 40% for their lack of communication With my toilets backing up this does cause a health issue and original report said both toilets are backing up and he only snaked one toilet so he did a half job.” Desired Settlement: “I want my warranty canceled the seven months of warranty that I have I would like full payment and I should not be charged the 40% charge due to the fact that the customer service representative that I originally spoke with did not inform me of all the information of what he was able to be done and what was not coveredI have a pamphlet from when I first purchased this warranty and none of the information is on this pamphlet and then [redacted] arguing with me that it is and I know it's not“ I would also like to post the parts of the contract that directly relate to your complaint so we may reference that as wellBCONTRACT EFFECTIVE DATES #Buyer’s Coverage: becomes effective at Close of Sale and is in effect for one full year(Payment must be received within days after Close of Sale.) If Buyer takes possession prior to close of Sale, the Payment is due and Coverage will begin upon Receipt of PaymentYou warranty was purchased/paid for and became effective on, 11/3/Your current warranty is due to expire on 11/2/In the contract under the Renewal/Transfer/Cancellation section it states: CANCELLATION: (state specific, call ###-###-#### for information) Section B: If buyer’s coverage is cancelled, homeowner shall be entitled to a prorated refund of the paid contract fee for the unexpired term, less a [redacted] administrative fee, and any actual service cost incurred by LHWSection D: Cancellation may be made by Contract Holder at any timeIf cancelled within 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 $Mr [redacted] , per the contract, you are entitled to cancelYou will be charged a [redacted] feeCTO REQUEST SERVICE #Each Service Request placed will pertain to items of one trade, and one trade only; items opened within the same Service Request will be subject to a $Service Call Fee / Diagnostic FeeAdditional fee may be required to open a Service Request for properties out of networkRemote service areas may be discovered by calling ###-###-####Service Call Fee is due whether service is covered or deniedIt is the Contract Holder’s obligation to select the trade type when requesting serviceIn the event the Contract Holder selects the wrong trade type the Contract Holder is required to pay a second service call fee to re-dispatch the appropriate service requestWe cannot respond to a new Request of Service until all previous Service Call Fees are paidFailure to pay the Service Call Fee will result in suspension of Coverage until such time as the proper fee is paidAt that time, Coverage will be reinstated, but the contract period will not be extendedService work is guaranteed for 30-daysMr [redacted] , per the contract you pay a [redacted] service call fee whether the service is covered or deniedI do see that Landmark did refund your [redacted] SCFPLUMBING SYSTEM COVERED: Drain Line Stoppages, Toilets, Plumbing Pipe Leaks, Whirlpool Motor & Pump, Shower Valve, Diverter Valve, Instant Hot Water Dispenser, Sump Pump (ground water only), Recirculating Pump, Water Heater (up to gal.), Tankless Water HeaterEXCLUSIONS: Adjustments, Plumbing Fixtures including Faucets, Bathtub, Shower Base Pans & Enclosures, Toilet Lids & Seats, Sprinkler or Solar Systems, stop & waste valves, Water Heater Vents & Flues, Vent Pipes, Septic Tank, Stoppages that cannot be cleared with Cable, Hydro Jetting, Stoppages due to Roots, Water Heater Heat Pump Attachment, Sewage Ejector Pump, internal and external Hose Bibs, Expansion Tanks, Energy Conservation Units, Noise, Electrolysis, Water Softener, Whirlpool Jets, Water Filters, Water Purification Systems, Bidets, Jet Pumps, Conditions caused by Chemical, Calcium, or Sediment Build-up, Caulking, Grouting, Inadequate or Excessive Water Pressure, Flow Restrictions in Fresh Water Lines caused by Rust, Corrosion, or Chemical Deposits, Basket Strainers, PAssemblies, Stoppers, Diesel or Oil Fired Water Heaters, Heat Pump/ Water Heater Combination Units, Leaks/ Damage caused by Roots, Water Heater Drip Pans, Ice Maker Water Lines, Main Water Shut-off ValveBUYER’S COVERAGE LIMITS: (1) $maximum for diagnosis, repair or replacement for leaks in concrete encased water, drain, gas, or polybutylene piping(2) Toilet Tanks & Bowls replaced with Builders Standard when necessary(3) We will provide access, according to the dollar limits specified in (1) above, through unobstructed walls, ceilings, and floors only, and will return access opening to rough finish condition (drywall, tape, and mud)Obstructions to Plumbing are the Contract Holder’s responsibility to remove, and include: Tile, Cabinetry, or any other items permanently affixed or requiring additional work to remove(4) We clear stoppages which can be cleared with standard sewer cable through an existing clean-out located inside the home without excavationLHW will not be responsible for access to Drain or Sewer Lines from vent or removal of toilet(5) We are responsible for only one sewer stoppage clearing per each Main Sewer Line, Secondary Waste Line, or Toilet(6)$maximum for diagnosis, repair or replacement of Tankless, Oil, or Power Vent Water HeatersMr [redacted] , per the contract we do cover for drain line stoppagesHowever, clearly stated under Buyer’s Coverage limits number – we clear stoppages that can be cleared with a standard sewer cable inside the homeLHW is not responsible for access to drain or sewer lines from vent or removal of a toiletWe are responsible for only one sewer stoppage clearing per each main sewer line, secondary waste line, or toiletThe contract reads clearly and does address your complaint against Landmark and the service you were provided On 11/25/you received a copy of the contract with your welcome warranty letterOn 10/6/you were sent a renewal letter, which again contained a copy of your warrantyI note this to make all aware that there were opportunities to review the contract for any concernsYour feedback is important to LandmarkYour concern was not taken lightlyWe always stick to the contract and all covered items every timeWe follow the procedures with each of our homeownersLandmark seeks to always create a positive claim experience in a timely mannerWe follow the guidelines of the contract as to be equitable to all of our homeownersI am sorry that your claim did not go as expectedI do understand that it can be frustrating to have extra costs that you did not expectWe know it can be frustrating when something is not listed as a covered item under the warrantyI understand that this has been inconvenient for youWe honestly do our best to take care of our homeownersYou are very welcome to reach out to my directly should you have any further questionsElise N [redacted] | Senior Reputation Specialist | Landmark Home Warranty [redacted]

Excellent customer service. Always very responsive to any questions and concerns. Their contractors are also very prompt and professional.

Roman # Dear MrD***, Thank you for giving us this opportunity to address your concernsIt is my understanding that you are requesting that Landmark Home Warranty provide coverage of reconstructing your cabinetry so that a double oven will fit in your kitchenPlease allow me to explain why Landmark cannot fulfill that request Home warranty coverage is limited to replacement of the systems and appliances of the home and does not include cabinetry modifications, carpentry or construction As stated in our contract: “REPAIR/ REPLACEMENT/ UPGRADING: We are not responsible for the cost of construction, carpentry, or other modifications made necessary by existing or installing different equipment.” We are happy to assist in situations where customers desire to upgrade their appliancesWhen you asked for a double oven, it was assumed that you had room for itI understand that the customer service representative did not mention the cabinetry exclusion to you, but they had no way of knowing the specific construction of your kitchen or the layout of your cabinetsThat being said, we are bound by the guidelines of our contract and cannot include construction items that are simply not covered I hope this helped explain why Landmark cannot cover the cabinetry costsIf you are still wanting to move forward with the replacement of the appliances Landmark will cover the cost of the contractors returning to the home, once the cabinets have been reconstructed, as long as the decision is made within daysPlease let us know if you would like the replacement completed at your earliest convenience as we are eager to complete this service for you Thank you, Kristen B [redacted] Public Affairs [redacted] @landmarkhw.com

Hello [redacted] , I apologize for the delayed response on this Revdex.com complaintI wanted to be to research this issue so that I could respond appropriatelyI understand that you feel Landmark should be covering your A/C repair, per the warranty contractYou opened the service request the day after you closed on the homeThe time frame alone, indicates a pre-existing conditionI understand that you provided receipts from the original homeownerNone of the receipts show that the maintenance and water issues were addressedThe home inspection report does indicate that there are pre-existing issues with the unit as wellIt is my understanding that in a real estate transaction, the homeowner must disclose any issues regarding the homeI am very sorry that this was not the case in the purchase of your homeYou may have some recourse in addressing this with the previous homeowner and their realtorYour service request remains a denialWe have photos of extensive rust around the motorThe invoices provided from the original homeowner indicate there has been a continuing problem with the drain lineEach time maintenance was completed, the main drain line had to be clearedThis also supports the preexisting condition criteriaI understand that your expectation has not been metI apologize for any disappointment in your serviceWe always follow the contract so we may be equitable to every valued homeownerThank you, Elise N [redacted] | Online Reputation Manager | Landmark Home Warranty [redacted]

Hello Mr [redacted] ,I apologize for the continued frustration regarding this service requestI do understand that it is disappointing to find out you have costs that are not covered under the warranty.Landmark has worked with you to resolve this issue, but unfortunately, our efforts have not been met with acceptanceI am sorry that we have not been able to reach an agreement that is acceptable to youOur only option at this point is to offer the Cash in Lieu for the claimIn the contract, it states that Landmark can offer the CIL at our discretion.Per the warranty:DTHIS CONTRACT DOES NOT COVER:#- REPAIR/ REPLACEMENT/ UPGRADING: LHW is not responsible for delay in obtaining parts or replacement equipmentWe reserve the right to repair and/or replace systems and appliances with non-original manufacturer’s parts, including rebuilt or refurbished partsWe reserve the right to obtain a second opinion at our expenseWe will not upgrade any covered itemWe are responsible for providing installationof equipment comparable in features, capacity and efficiency, but not for matching in dimensions, color, or brandWe are not responsible for the cost of construction, carpentry, or other modifications made necessary by existing or installing different equipmentWe reserve the right to provide cash in lieu of repair or replacement in the amount of our actual costWhen providing cash in lieu of replacement, installation is limited to one hour of laborPayment will be provided based on our negotiated rates with our Independent Contractors and Supply Warehouses, which may be less than retailWe are not responsible for work performed once you accept cash in lieu of serviceIf we provide reimbursement or cash in lieu of service, the approximate time to issuance of a check is business daysPlease contact our Claims Department to verify the name and address you would like on the checkChecks are only sent on Tuesdays and ThursdaysYou are welcome to contact us with any additional concerns or questions at 1-866-306-We hope to hear from you soonBest wishes, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Hello [redacted] , I am sorry to hear about your continuing frustration regarding you plumbing issueI can see in our system that Sophie is working very hard to assist youI wanted to quickly clarify why part of your plumbing issue is not coveredYou have the Essential Plan for NevadaPer the warranty: PLUMBING SYSTEM COVERED: Gas or electric water heaters up to gallons (multiple units covered); tankless water heaters; plumbing pipe leaks; clearing of drain line stoppages through an accessible cleanout, up to feet from access point; recirculating pump; toilets and related mechanisms; toilet wax ring seals; buibathtub whirlpool motor, pump, and air switch assemblies; valves for shower, tub, and diverter valves; ball valves; gate valves; faucets, shower arms and shower heads (replaced with chrome builders standard, when necessary); interior hose bibbs; pressure regulators; permanently installed sump pumps (ground water only) EXCLUSIONS: Stoppages caused by collapsed, damaged, or broken drain, vent, or sewer lines outside the home’s main foundation; stoppages or breaks caused by roots; stoppages that cannot be cleared with a standard 100-foot sewer cable, even if within the home’s main foundation; hydrojetting, unless additional option is chosen (Advantage Plan); cameras; flow restrictions in fresh water lines; bathtubs; sinks; showers; shower enclosures and base pans; toilet lids and seats; whirlpool jets; caulking; grouting; water filtration/purification system; septic tanks; holding or storage tanks; saunas or steam rooms; costs to locate or access cleanouts, including through roof vents and toilet removal, unless additional option is chosen (Advantage Plan); cost to install cleanouts; external hose bibbs; polybutylene piping; leak detection tests; water heater expansion tanks; icemaker water lines; water softeners; inadequate or excessive water pressure; sewage ejector pump; all other parts and repairs that are not listed as coveredOur Claims Department always seeks to provide a positive experienceThey must operate within the parameters of the contract to remain equitable to every valued homeownerShould you have additional questions or concerns, you can contact our Customer Care DepartmentThey will be happy to assist [email protected] I am certain the Sophia will do all she can to assist you as wellBest wishes, Elise N [redacted] | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

[redacted] , I understand your stance, however the diagnosis Landmark was provided by the independent licensed and bonded contractor standsWith that being said, this will not be covered, regardless of any second opinions.The contractor’s diagnosis follows: Coils are dirty and causing unit to ice upWhen ice falls into drain pan it takes flakes of rust with itthe rust then blocks the drainRecommends cleaning the coils and re modifying the drain line systemYour contract does not cover for cleaning or basic maintenanceFor these reasons we are not able to cover the repairsHowever, we look forward to serving you should you need usAnd if you have any questions about the diagnosis and the reason for this denial please give us a callI hope this helped clarify why Landmark will not be able to provide the repairsYour understanding of the coverage provided by Landmark Home Warranty is important to usPlease contact us directly if you have any additional questions or concerns Thank you, Candace P***

This company is horrible. Not only will they not cover the costs of "covered" systems, but they will force you to use a company that treats you like trash. They told me my a/c outage was 100% covered, and then tried to tell me I needed to pay $905 on top of the $800 they were paying for the repair for "extra" stuff. If you value your sanity, and do not want to get scammed stay away from this company.

Complaint: [redacted] I am rejecting this response because: now that I have wasted money on your unreliable contractor I don't have extra cash to pay someone else to come out at the moment Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: My wife and I are happy that things finally gotten taken care of and no longer want to cancel the contractWe are very unhappy with your companies customer service however with everyone fixing different answers and even being told at one point being told the water heater won't be covered at allI'm no longer looking for money back but your plumber did run our toilet even worse than it was and decided to get it replaced with another company and now it works greatAlso, it should not have taken a month to replace a water heaterIf we had no hot water at all we would be in some big trouble hereYour company has been unreliable at best Sincerely, [redacted] ***

[redacted] ,Thank you for your honest feedback regarding your experience with this latest service requestI can see that this was clearly a very frustrating situation for youI have our Contractor Relations Department looking into and addressing the issues that you had with the contractor we sent out He did not reflect the type of service that Landmark is known for and I apologize for his conductI would like to help resolve the issue right awayI would like to send a 2nd opinion contractor out to your home and have him take a look and provide Landmark with a independent diagnosisHowever, it is unclear whether the work still needs to be done or if you hired a different contractor outside the warrantyIn order to provide the best solution for you I would like to open a direct dialogue with youIf your are willing to work with me, can you please email me directly so that I may help expedite your concerns and make sure to provide a positive resolution for you? Please know that you are a valued homeowner and I have every intention of doing everything I can to help you.Best Wishes,Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]