Landmark Home Warranty, LLC

Mr [redacted] , I have received your complaint on the Revdex.com siteI can appreciate that you are very frustrated by the denial of your claimI would like to review the issue so that it is clear as to why you were deniedI understand that the initial service request came in regarding a “dead display panel”The dishwasher is not working at allLandmark assigned a contractor who did service you on 5/4/The contractor then called into Landmark stating: “Wire nut for power melted, shorting control board (part# [redacted] )”I would like to quickly point out a few parts of the warranty that are applicable to this service requestCTO REQUEST SERVICE #When you call with a Service Request, we will contact an INDEPENDENT CONTRACTOR who will contact you directly to schedule a convenient appointment during business hoursOn weekdays, the contractor will contact you within business hours of opening a Service Request#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, except for where noted in SUBTERRENEAN TERMITE TREATMENTIn remote service areas an additional $fee will apply at time of serviceRemote service areas can be discovered by phone at ###-###-####, or online at www.landmarkhw.com/serviceareaService 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-days#To ensure you receive reputable and unbiased service, we have built an extensive network of Independent Contractors who provide service to our Contract HoldersOur network, however, is not all-inclusive for every trade, in every townFor that reason, we may authorize or require you to contact your own Independent (out of network) Contractor directly to obtain serviceIf so, a Customer Care Representative will provide you with Independent Contractor requirementsLHW will authorize payment or reimbursement for approved service and/or repairs, based on our negotiated rates with our Independent (in network) Contractors and Supply WarehousesThe contractors that are hired by Landmark are independent contractorsThey become the eyes and ears of LandmarkWe review the diagnosis of the claim and make sure we follow the warranty for the service requestThe issue was reviewed and found to be secondary damageI understand that you were very frustrated by thisThe denial was again reviewed to make sure it was not something that we should cover under your warrantyThe contractor was contacted and asked to further explain the diagnosisIn an email, the contractor further explained: “The cause of wire nuts melting is from loose connection, wires inside arcing when power comes from outletLoose connection draws more amperage causing arcing/shortingAs to why it has not been an issue for the past 16+ years is anybody's guessNo, the control board could not have shorted the wire nut, the power comes from the outlet, through the cord, to the wire nut connection to the board.” Again, this was found to be secondary damage from the outlet that the unit plugs intoNot the unit itselfPer the warranty: DTHIS CONTRACT DOES NOT COVER: #Repairs or replacement required as a result of Fire, Freeze, Flood or other Acts of God, Accidents, Vandalism, Improper Installation, Cosmetic Defects, Design Flaws, Manufacturers’ Defects, Structural Defects, Power Failure, Shortage, Surge or Overload, and Inadequate Capacity#LHW is not responsible for Consequential or Secondary Damage (including Consequential Damages due to a Service Contractor’s conventional repair efforts of the primary item) nor for failure to provide timely service due to conditions beyond our control; including but not limited to, part or equipment delays or labor difficultiesAgain, because we hire independent contractors, we rely solely on their diagnosisThe contractor was confident that the issue with the display panel was directly related to the outlet the unit is plugged intoI do see that a Manager called on the part to see if it fell under your manufacturer’s warrantyUnfortunately, it did not due to the age of the unitI 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 homeownersYour 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 expectedBest wishes, Elise N [redacted] | Senior Reputation Specialist | Landmark Home Warranty [redacted]

Thank you for providing Landmark Home Warranty with this feedbackThis has been brought to the attention of our Claims Management DepartmentThey will address this situation right awayI want to assure you that management is doing everything possible to ensure that our valued homeowners are taken care of within the warrantyMy intentions are to truly provide a resolution for this situationCould you please let me know what actions you would like to see taken that would provide a positive outcome for you? Your feedback is very important to Landmark Home Warranty and I would like to be able to provide a reasonable and appropriate solutionThank you,Candace P***

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 me I apologize for not correctly reading the previous emailMay I suggest, as with many problems in general, that better communication would have made this situation much more manageable Once it became clear that this issue was going beyond the norm, if someone at Landmark would have taken ownership of it and proactively followed up and communicated I would not have ended up as frustrated as I became Sincerely, [redacted] ***

***, I apologize for your frustration involving this claimI understand that it can be difficult to have a claim deniedFrom what you've stated it would appear that the two leaks you reference were the same issueThe information that makes this instance two service calls would be that the contractor repaired the pipe the first timeAnd then it took minutes of water sitting in the tub to determine that your tub has a crack in itSince there were two different leaks, this would be two different service requests.Your contract terms advise this, as well as you were advised that if it wasn't for the same issue you would be charged an additional service call feeAdditionally the contract does not allow us to cover for tubsI apologize that you are unhappy with the service providedI apologize Landmark is unable to assist any further Thank you,

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 me Sincerely, [redacted]

Hello ***, I appreciate the additional opportunity to help clarify the service request resolutionI do understand the frustrationIt is not pleasant to find out that there will be costs that are not covered by the warrantyThe crux of the issue is the access that is required, and that it is the homeowner’s responsibility to provide accessPer the warranty: DTHIS CONTRACT DOES NOT COVER: #- ACCESS: LHW is not responsible for providing or closing access to covered items, except as noted under Limits for Plumbing and DuctworkWe are not responsible for additional charges to remove or install systems, appliances, or non-related equipment in order to make a covered repair; nor do we cover the cost of restoration of wall coverings, floor coverings, counter tops etc On 7/29/Landmark spoke with you regarding the access issueThe phone call was recorded and has been reviewedA Claims Manager called to verify if you had reviewed the access issue and if you had made a decision regarding how you would like to proceedYou asked that the service request be closed at that time because you did not have the funds available to fix itIt was recommended that you call us as soon as you were able to proceedIt was also recommended that you contact your Home Insurance Company to assist with the water damageThe Home Insurance may have reasonably covered the flooding and access issuesLandmark does not work directly with Home Insurance CompaniesAt this time, we have received your request to arbitrate through the Revdex.comLandmark has followed the contract and is happy to assist you once we are provided access as requested in JulyPlease contact the Claims Department directly at 1-866-306-when you are ready to proceed with the repairYou are also welcome to contact Landmark at any time with questions or concernsBest wishes, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Complaint: [redacted] I am rejecting this response because: Landmark is offering a wholesale amount to replace a part on the AC unit that no longer existsHow did they arrive at that amount when that item is no longer produced? This is unacceptableWhy don't they cover the cost to replace the outside unit?Sincerely, [redacted]

[redacted] ***, I am concerned you have had a negative experience with Landmark I want to apologize for the length of this service requestUnderstandably, you are very frustratedI can only imagine how inconvenient this must beI want to assure you, it is my job to represent the terms of the warranty in the most equitably way, while adhering to the strict terms providedI see that you have been provided two cash in lieu offersI agree with you, in that I don’t feel these offers were comparable in all of the features of your current unitI have done research to determine what a comparable unit would be, and have found that the unit you requested initially is a unit that I can offerThis link is what we, Landmark Home Warranty, consider comparable in features to your current unithttps://secure5.whirlpool.com/catalog/search_command.cmd?form_state=searchFo...⇄ With this, Whirlpool delivers but does not installIn the instance that you choose we order the unit, rather than provide a cash in lieu of $2019.00, we would send you a separate check for $for installationOnce either option is selected, Landmark Home Warranty will not be responsible for the unitWe understand this has been frustratingI hope that we can mend this relationship in providing what is fair to youPlease let me know how you want to proceed, either the full cash in lieu, or we can order the unit and have it delivered (can take up to business days), along with a $check for installationI am happy to get this completed for you as quickly as possible Thank you,

9/27/Revdex.com Response Mr [redacted] , Thank you for giving me the opportunity to review your concerns through the Revdex.comWe do appreciate your feedback and your concerns are not taken lightlyI researched your complaint and found that your service request was completed and closed out on 9/24/If you are not satisfied with this claim, please do not hesitate to contact meI am happy to assist in resolving the issueLandmark seeks to always create a positive claim experience in a timely mannerI am sorry that your claim did not go as expectedWe honestly do our best to take care of our homeownersElise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

***, Thank you for reaching out to meI am so sorry that you have had this experienceI would be happy to research into this claim for you to determine if there is anything else we can doYou will be hearing back from me shortly Thank you,

I recently had a problem with my dishwasher. The control panel stopped working. I thought this would be an easy fix, a short or a blown fuse. It turned out to be something more serious. Landmark Home Warranty chose to replace it rather an try to fix it. Within a week of my claim, a new dishwasher was delivered to my door. You just can't beat that kind of service. I would recommend Landmark to anyone who owns a home.

Complaint: [redacted] I am rejecting this response because:This does not change what was promised to me on the phone when you took my paymentIt is clear from our phone call what was to happen and after you took my payment this changed and now you are refusing to do what was promiced Sincerely, Travis D***

[redacted] , Roman #737373">Thank you for giving us this opportunity to address your concernsAs a Landmark Home Warranty customer you are very important to us and we are sorry for the frustration being experienced during cancellationPlease allow me to explain Landmark’s cancellation process and hopefully relieve some frustration since our process is in place not to offend any of our customers but only to provide consistent coverage to everyoneAs stated in our contract, for the state of Texas: “CANCELLATION: If contract is cancelled, homeowner shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee, and any actual service costs incurred by LHW Cancellation may be made by Contract Holder at any time.” Your contract with Landmark was purchased in the amount of $If you divide that amount by month is becomes $40/monthEight months of coverage had passed and we were entering the ninth month of coverage, which would leave $remainingAs stated above there is a $administrative fee when a cancellation occurs, which would then leave a balance of $As also stated above (excerpt from our contract), a refund would also be less any actual service costs incurred by LHW Landmark has serviced an appliance in the home and the A/C, services which did cost more than $ collectivelyThis is why a refund was not offered during cancellationThis is a process that is not customer specific and occurs with all cancellations It is my understanding that initially you chose not to cancel but then called back the next day to finalize cancellationAt this point in time the cancellation has been processed.’ I hope this helped explain why you will not be receiving a refundIf you do have any additional questions, or concerns, please do not hesitate to contact myself directly Thank you, Kristen B [redacted] Public Affairs [redacted] @landmarkhw.com

1/4/Revdex.com Response Hello ***, I have received and reviewed your complaint submitted on the Revdex.com siteI appreciate your feedback and assure you that your complaint has not been taken lightlyI am sorry that Landmark did not meet your expectation of service on this claimWe always stick to the contract and all covered items every timeWe follow the procedures with each of our homeowners to be equitable in every situationI do understand that it can be frustrating to have extra costs that you did not expectI know it can be frustrating when something is not listed as a covered item under the warrantyI do understand the frustration with the poor communication and eventual denialThe initial diagnosis that the contractor provided indicated the repair would be covered under the warrantyOut of pocket costs were worked up and approvedHowever, when Landmark received a copy of the Home Inspection Report, it raised some questionsA Claims Manager contacted the contractor to review the diagnosis and it was determined that the TXV valve being broken off was not wear and tearAdditional issues stemmed from running the unit without filters on the unit during the remodeling of the homeThe lack of required filter and maintenance caused stoppages resulting in added pressure to their system, resulting in failureYou have an Advantage Plan Warranty with LandmarkPer your Warranty: A SERVICE OVERVIEW #- LHW will repair or replace systems and appliances mentioned as covered that: aAre in proper working order on the effective date of this ContractbHave become inoperable due to usage after the effective date of this Contract and are reported during the term of this ContractcAre properly installed and located within the perimeter of the main foundation or detached garage, except those noted with an “*” #- LHW will repair or replace covered systems and appliances whose malfunctions, defects, and improper conditions precede the effective date of this Contract, including subsequent repairs required due to rust, corrosion, sediment, and/or lack of maintenance if: aThe malfunctions, defects, and improper conditions would not have been detectable through a visual inspection and simple mechanical test performed within days prior to the effective date iA visual inspection of the covered item verifies that it appears structurally intact, properly cleaned and maintained, and without damage or missing parts that would indicate inoperability or imminent failure iiA simple mechanical test is defined as turning the item on and off to ensure that it is fully operationalWhile turned on, the item should operate as intended, without causing damage, irregular sounds, smoke, or other aboutcomesbThe Contract Holder provides a home inspection report performed within days prior to the effective date by a state licensed inspector, and covered items are documented as inspected and in proper working order and without indication that the covered item is in need of maintenance, repair, or suggestion of imminent failureIn the event the inspector notes recommend further evaluation by a trade specific professional, coverage may not apply DTHIS CONTRACT DOES NOT COVER: #- Repairs or replacement required as a result of fire, freeze, flood, or other acts of God; accidents; vandalism; neglect; misuse; abuse; missing parts; cosmetic defects; design flaws; manufacturer defects; structural defects; power failure; shortage; surge or overload; inadequate capacity; or damages due to pests or pets#- Repairs or replacement required as a result of failure to clean or maintain, according to manufacturer specifications, except as noted in Service Overview (3)***, I am sorry but the service request remains a denialLandmark always operates within the parameters of the warranty to be equitable to all our valuable homeownersI understand that this has been inconvenient for youWe honestly do our best to take care of our homeownersBest wishes, Elise N [redacted] | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

***, I am sorry for this frustrating experience you’ve had with your drain line stoppageThe representative the contractor spoke with asked if the line could be cleared inside of the home in hopes to cover the clearing for youIn your statement, you stated that you did advise the contractor that was not the route you wish to proceed inAs the owner of your home, it is ultimately your decision on how to move forward with repairs for your homeTherefore, your line was cleared from the outside of your home’s foundation The warranty’s guidelines state that we will cover the covered items located within the perimeter of the home’s foundationPer my e-mail you had reiterated, the stoppage was located outside of your home “AService Overview LHW will repair or replace systems and appliances mentioned as covered that: aAre in proper working order on the effective date of this ContractbHave become inoperable due to usage after the effective date of this Contract and are reported during the term of this ContractcAre properly installed and located within the perimeter of the main foundation or detached garage, except those noted with an “*”.” The service call fee is due in order for the contractor to go out to your home to diagnose your issueIt would not be refunded if the claim was denied As for the lack of follow up, the department has already been notified to implement the proper trainingIt is not the service we expect to provide for our homeownersIn the event such as this, you can call into the officeAny representative will be able to assist you or direct you to one that canYour reviews were also replied to on the same day they were posted If you have any further questions or concerns, please let me know Respectfully, Tiffany N [redacted] Customer Relations Manager [email protected]

Hello [redacted] , I am sorry to hear that Landmark was not able to meet your expectation on this claimWe always seek to provide a positive service experienceI see that you opened service requests for electrical issues within daysWhile they were not for the same issue, they were within the same tradeFor this reason, I will be reimbursing you for the $SCFThe check will process on Thursday 10/6, and you can expect to receive it within to daysAdditionally, if you can provide me with the Home Inspection on your recent home purchase, I can submit the repairs for another reviewPlease don’t hesitate to contact me directly with any additional questions or concernsBest wishes, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

From: Elise N [redacted] Sent: Monday, March 28, 5:PM To: ' [redacted] ***' < [redacted] @gmail.com> Subject: Review Response Hi ***, I was able to have claims department review your issueI do have to refer to #in the service overview which states: 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 chosenSystems or appliances located on the exterior or the outside of the home (including porch and patio) are not covered (with exception of items marked with an “*”)Any additional detached structures are not covered unless specified as an Optionb) were properly installed and in good and safe working order on the Effective Date of this Contractc) have become inoperable due to usage after the Effective Date of this Contractd) are reported during the term of this ContractUnfortunately the inspection report shows that issues with the A/C unit were known at the time of your home purchaseAlso, the unit did not become inoperable due to usageIt became inoperable because the Freon lines were not installed correctly in Before the purchase of your homeI am so sorryI know this is not great newsI did however find that you have no fault coverage and in Texas that amounts to $I know that this does not cover for your out of pocket costs on the issue, but I hope it helpsI am sure this was a very frustrating situation for you as a homeownerI did speak with the contractor and he explained that there really wasn’t any other options that would keep your unit runningI do understand that this situation has not been idealPlease know that we do value you as a home owner and we always stick to the contract and all covered items every timeI am happy to answer any additional questions and you are always welcome to contact me directlyBest wishes, Elise N**

Hi [redacted] , Thank you for your patience as I looked into your claim experienceI am so sorry that we were not able to meet your expectations in regards to this claimI worked with an Operations Manager to be sure we thoroughly reviewed the denial of this claimThe following information reviews our findings: On SR # [redacted] – Eco Air was assigned to diagnose the A/C service requestTheir finding are stated as: “The condenser coil on this Trane unit is leakingThe line set feeding the unit is undersized and should have been replaced at the time of install in 2007-Because of the small line set, the AC was doomed from the beginning.” Per the contract: AIR CONDITIONING [redacted] EXCLUSIONS: “ ..failure or inadequacy caused by system operation outside of manufacturer specifications.” Per the Home Inspection notes: The last service date of this system appears to be more than two years ago, or the inspector was unable to determine the last service dateThe client(s) should ask the property owner(s) when it was last servicedIf unable to determine the last service date, or if this system was serviced more than two years ago, a qualified heating and cooling contractor should inspect, clean, green sticker if needed, service this system, and make repairs if necessaryThis servicing should be performed every few years in the future, or as per the contractor's recommendationThis request had been denied at this point because the line set was not modified when the unit was put inPer the Contract: Service Overview: 3.LHW will repair or replace covered systems and appliances whose malfunctions, defects, and improper conditions precede the effective date of this Contract, including subsequent repairs required due to rust, corrosion, sediment, and/or lack of maintenance if: aThe malfunctions, defects, and improper conditions would not have been detectable through a visual inspection and simple mechanical test performed within days prior to the effective dateiA visual inspection of the covered item verifies that it appears structurally intact, properly cleaned and maintained, and without damage or missing parts that would indicate inoperability or imminent failureiiA simple mechanical test is defined as turning the item on and off to ensure that it is fully operationalWhile turned on, the item should operate as intended, without causing damage, irregular sounds, smoke, or other aboutcomesbThe Contract Holder provides a home inspection report performed within days prior to the effective date by a state licensed inspector, and covered items are documented as inspected and in proper working order and without indication that the covered item is in need of maintenance, repair, or suggestion of imminent failureIn the event the inspector notes recommend further evaluation by a trade specific professional, coverage may not apply [redacted] , at this point, in order for LHW to move forward with helping you out, you would need to supply an invoice showing that the unit was serviced and passed a visual or mechanical test after the home inspection was performed, and before you took possession of the dwellingThis information has been reviewed, and support the reasons for the denial at this timeIf you are able to show additional documentation, we are happy to review the claim denial againI 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 concernsYour concern is 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 homeownersI know this outcome is distressing and I am very sorryPlease let me know if you have any further questionsBest wishes, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

[redacted] , Your feedback is valuable to LandmarkWe understand the position you were placed inWe recognize that you were placed in a difficult situation with temperatures increasing in the heat of summerWe received your online submission at 8:45PM on 7/31/2017, and sent a followup email needed additional information at 11:55PM the same eveningThe request to reimburse will not be approvedLandmark carries out the terms of the warranty as they are writtenWithout prior authorization our contract prohibits reimbursementWe apologize for the extended hold times, and the agent availability to assist you problemWe continuously work to improve our services and will be sure that your concerns are heard Thank you,

Complaint: [redacted] I am rejecting this response because: I requested an alternative contractor be assigned to my claimYou refusedI already have code abiding modifications on my current water heaterThey are months old and in perfect conditionThere is no need for the contractor YOU assigned to replace them for an 800% mark upI contacted the plumber directly today 1/20/and was rudely yelled at, refused service because I couldn't be available for their next open slot and hung up onIf these are the contractors you "vet" prior to sending them to my homeI seriously doubt the capabilities of their work or my own personal safety for that matterThe two men that came to my house, yes I said 2, were not professional or courteous in the slightestIf I had upset them they could've quite easily overthrown meI called you guys immediately after the plumber hung up with in me and notified you of the incidentYour response "then you'll have to pay another $for another contractor to be sent out." YOUR contractor refused to do the work, and I have to pay? That makes no senseYou are incapable of providing services with professional contractorsI have accepted the cash out offer and am pursuing legal help, as you and your contractor are leaving a family with small children with no means to hot waterI am hand washing clothes in my sink by boiling water and am bathing myself from the same sink because I can't bath in my shower without freezingWith temperatures below freezing outside that would not be healthy for myself or my familyI have to somehow figure out how to replace my heater with the $you providedJust because YOU can get the highly discounted BULK price for a comparable water heaterDoesn't mean I can!!! I purchased the warranty for piece of mind incase of unexpected events and was thrown out, high and dryOut of pocket, with nothing other than your sorry excuse for a payoutim pretty sure "piece of mind" almost put me in the hospital with the unnecessary stress I have endured from your companyI want to end my contract with you, but am pretty sure there will be a cancellation fee of some sort, enduring more stressThus I will let it lapseSince writing this response I have received calls from Landmarkother than responding to this complaint with the Revdex.com, you no longer have permission to contact me directlyYou may go through a third party with any further requirements needed from my partThis way I can guarantee the information to be necessary Sincerely, [redacted] ***