Landmark Home Warranty, LLC

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] , I am diligently working to resolve the issue at handI will be working closely with your claims managerWe are awaiting a diagnosis from the contractor this morningOnce that has been received, we will be able to move forwardThank you,

***, According to the contractor’s diagnosis, there is no water to the ice maker lineDue to the home being remodeled, the line was not connectedWater lines for the refrigerator are not covered under the warranty as they are a listed exclusionI will be able to offer you a cash out of $to help you bring the hole the contractor cut back to a rough finishThis includes the mud, tape, and drywall “IEssential Plan Plumbing System LIMITS: $1,maximum for diagnosis, repair, or replacement for leaks in concrete-encased water, drain, or gas linesLHW will provide access through unobstructed walls, ceilings, and floors only, and will provide cash in lieu of returning the access opening to rough finish condition in the following amounts: smaller than square feet: $40; 5–square feet: $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.” The kitchen faucet had a flow restriction on the hot water sideThe issue lies with the actual faucetThis would be deemed a manufacture defectThe faucet is also under manufacture warrantyManufacture warranties trump Landmark’s warranty and you would need to communicate with the manufacture to help you on a replacementWe have also offered you a cash out of $to help you with the faucet’s labor cost “DThis Contract Does Not Cover Items covered by a manufacturer, distributor, builder, or an extended warranty.” There is a lateral stoppage in your master bathroomThere were feminine products pulled out while the contractor tired to snake the lineThey had used a ftline and determined a ftline would be needed to clear the stoppageA cleanout would also need to be installedThe warranty does not cover to install items that are not already in the homeWith the feminine products in the line, the failure was not due to wear and tear “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 “*”.” At this time, we are pending your acceptance of the cash outYou were originally offered $The total cash out amount is now $Once accepted, I can process the check and it will take 10-business days to get to you For the damages the contractor caused, we do ask that you reach out to them directlyOur contractors are licensed and insured for situations such as yours Please let me know if you have any further questions or concernsRespectfully, Tiffany N [redacted] Customer Relations Manager [email protected]

Complaint: [redacted] I am rejecting this response because: This is the same standard message they typed to me on social media outlets where I posted reviews This same response message was typed on several others, not just mine either I feel that this didn't address anything specific to my case Sincerely, [redacted]

Revdex.com:I wish this information been provided to me during any of my previous three calls On the contrary, I was told that the refund failed and they would have to send a paper check Now I understand why it never arrived.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]

Dear MsW [redacted] , Thank you for giving us this opportunity to address your concernsIt is my understanding that you are requesting an apology from Landmark ownership and that you’d like to know what proactive steps Landmark is taking to ensure that we improve our servicesPlease allow me to explain what occurred and what corrective actions have been taken The first claim was opened on 5/31/and Landmark immediately assigned the first HVAC contractor involvedThis contractor visited the home on 6/1/and found a leak in the AC system, specifically in the brazed weld, which was sealed and lbs of Freon was addedOn 6/2/a recall was requested and the first contractor visited the home again on 6/4/and found that an outdoor capacitor had stopped workingThe part was ordered and the repair was completed on 6/5/ On 6/17/Landmark was informed that one, of the two, AC units for the home had quit working and dispatched the first contractor to the home the same day the call was receivedLandmark received a call on 6/19/ inquiring about the status of the claim and it is true that Landmark had not heard from the first contractor at that point in time Once Landmark contacted the first contractor we were informed that they had been attempting to find the part, a control board, with no success and that a new unit needed to be provided, which Landmark approved The very same day, Landmark was informed that the first contractor could not make it to the home for five days to provide the replacement so the claim was reassigned to a second HVAC contractor that could complete the replacement the very next day Landmark acknowledges that there was some confusion on the second contractor’s behalf for which we are sorryThe situation was clearly not explained to the party that made the phone call for schedulingThey were unaware that their management had agreed to take the job as a special circumstance and when they saw that they had an HVAC replacement on a busy day they attempted their practice of schedule changingLandmark assisted in clarifying the urgency of the situation and the appointment was kept and the replacement was provided Landmark is also extending an official apology to you for the two-day delay caused by the first contractor’s attempt to locate the control boardIt is true that they should have contacted Landmark as soon as they had the diagnosis and together both companies could have searched for the part and come to the conclusion of replacement much soonerThis has been addressed with the contractor and Landmark Management has reiterated our service expectations to themWe are currently working out a solution that will not take time from their technicians working in the field but will also ensure that Landmark customers are taken care of in an efficient and timely manner Landmark Management has also addressed the situation with our Contractor Relations Manager located in TexasShe has apologized for the situation and never intended to cause any dissatisfactionHer understanding was that there was some grievance towards the second HVAC contractor, who had not been previously involved, for their misunderstanding of the urgency of the situation and she was attempting mediationShe merely meant to ask if rescheduling would be okay and did explain, correctly, that the situation was not classified as an emergency, which is defined as either a heat advisory warning given by the state or temperatures, inside the home, over degrees for consecutive hoursLandmark understands that these are not comfortable conditions to be in and that is why we continuously worked to provide as quick of a solution as possible I hope this helped explain what occurredLandmark is truly sorry for the frustration experienced and we hope that you will accept our formal, and sincere, apologyThe situation has been thoroughly addressed with all parties involved and Landmark is hopeful that the changes implemented will prevent an occurrence like this from happening againPlease let me know if there is anything else I may assist you with Thank you, Kristen B [redacted] Public Affairs [redacted] @landmarkhw.com

***, The cash out in the amount of $has been processed and will take 10-business days to get to youThe cash out is for the drywall and your faucetAt this time, this is what the warranty can do to assist youThere is a lateral stoppage in your master bathroomThere were feminine products pulled out while the contractor tired to snake the lineThey had used a ftline and determined a ftline would be needed to clear the stoppageA clean out would also need to be installedThe warranty does not cover to install items that are not already in the homeWith the feminine products in the line, the failure was not due to wear and tear“AService OverviewLHW will repair or replace systems and appliances mentioned as covered that:aAre in proper working order on the effective date of this Contract.bHave become inoperable due to usage after the effective date of this Contract and are reported during the term of this Contract.cAre properly installed and located within the perimeter of the main foundation or detached garage, except those noted with an “*”.” If you have any further questions or concerns, you can reach me at [email protected], Tiffany N***Customer Relations Manager

Hello Mr& Mrs [redacted] , I received your Revdex.com complaint and have researched the complaintI am sorry that this service request has not met your expectationsLandmark did replace your unit and the entire unit is under manufacturer’s warrantyWe do not have a contractor in your area and will not be able to send someone outBecause your new unit is under manufacturer’s warranty, you may contact an HVAC specialist in your area to address any issues you may haveIf there is something reported that does not fall under the manufacturer’s warranty, you may contact Landmark and we can work with the contractor to resolve any issuePer the warranty: DTHIS CONTRACT DOES NOT COVER: #- 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 difficultiesLandmark has made every effort to resolve your A/C issues and we have replaced equipment even after your contract expiredYou are not currently a Warranty owner with LandmarkWe have worked with you in every aspect of your claim, including assisting with out of pocket costsLandmark has not refused service at any time and has not been negligent in resolving this claimI understand that you have been in contact with a Claim Manager who has stated the same information that I have providedAt this time, you are advised to hire a local HVAC contractor and have him notify Landmark if there are any issues that do not fall under the manufacturer’s warranty coverage of the new unitsYour feedback is important to Landmark and your concern is not taken lightlyLandmark seeks to always create a positive claim experience in a timely mannerI am sorry that your claim did not go as expectedI understand that this has been inconvenient for youWe honestly do our best to take care of our homeownersRegards, Elise N [redacted] | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Hello ***, I apologize for this frustrating claim experienceThis is not the type of resolution we are known forThere have been delays with parts and I do understand that you have been left without a working HVAC systemI am very sorry that you have been waiting for so longMy system review shows that the contractor was scheduled for this morning at 8amThis is the last update that I see in the systemIf your A/C is still not working please call us at 1-866-306-Thank you, Elise N [redacted] | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Hello [redacted] , I am sorry to hear about this frustration with LandmarkI would like to help you get an appropriate resolutionCan you please reach out to me directly so I many gather additional information? If you can provide a DT# or the homeowners address, I can work with Contractor Relations to get this resolvedI appreciate your patience on this matterI look forward to hearing from youBest wishes, Elise N [redacted] | Online Reputation Manager | Landmark Home Warranty [redacted]

Hello [redacted] , Thank you for providing additional information regarding your service requestI apologize if you felt my information was dated and incorrectThere are of course sides to every story and I use our system notes for my reviewI do appreciate your side of the storyI would like to address the desired settlement as stated in your Revdex.com complaint “My desired outcome is to have a compensation from landmark for such a horrible choice of contractor which they should not have usedCompensation covering the cost of the current cost of repairing the ACIt is a huge risk for me to spend 2k to fix this issueThe technician did not identify a leak on the pipe coz the pipe is inside the wallsHe can only assume this because there is no other leak in the unitI need a monetary compensation from landmark for the hell I have been put through with Sunrise, the threats, the putting down, and humiliation, the rudeness, and the blame I had to endure.” The first contractor was called and his statements were reviewedYour feelings regarding the service he provided are of course importantYour experience has been shared with the Contractor Relations DepartmentYour concerns will be reviewed and addressed with the contractorAt this time, I will be refunding the service call fee you had to pay directly to the contractorI will process the $service call fee today and the check will be mailed tomorrowYou can expect to receive it within to daysIn regards to the current repair concerns, Landmark will follow the warranty contract and provide coverage as stated in the warrantyPer the warranty: AIR CONDITIONER/COOLER [redacted] COVERED: Electric Central Air Conditioning including Condensers, Evaporative Coils, Compressors, air handler, leaks in accessible Freon Lines, Electric Wall Air Conditioning, Water Evaporative Coolers, and thermostatNOTE: Coverage available on Cooling Systems with capacity not exceeding five (5) tons per unit (unlimited units covered)R-410A MODIFICATIONS: If LHW determines that Air Conditioning unit must be replaced, we will replace the unit with a unit that meets the current Federal, State and/or Local Government efficiency standards and replace necessary covered components, including Air Handling Transition, Evaporator Coil, Refrigerant Lines, Secondary Drain Pan and Line, Plenum, Duct Transition and Indoor ElectricalIf Rparts or systems are no longer available, LHW will repair or replace the failed component with R410A equipment and cover the cost of modifications necessary to maintain compatibilityEXCLUSIONS: Gas Units, Filters, Dampers, Maintenance, Cleaning, Noise, Condenser Housing, Pads, Water Towers, Water Trays or Drip Pans of any kind, Roof Jacks & Stands, Improperly Sized Systems or Systems with Mismatched Capacity per Manufacturer’s Specifications, Inaccessible or Not Visible Coil Lines, Zone Control Systems, Chillers, Pre-Coolers, Freon Recapture/ Recovery or Recharge Finally, I am sincerely sorry that you feel you were mistreated by Landmark and the contractorI apologize that Landmark has not met your expectation of service on this claimWe honestly do our best to provide every valued homeowner with a positive claim experience in a timely mannerYour feedback is important to Landmark Home Warranty and has not been taken lightlyThis situation is not a common occurrence and we will be sure to address this with management to make sure it doesn’t not happen againI 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 expectI know it can be frustrating when something is not listed as a covered item under the warrantyMs [redacted] , we honestly do our best to take of our valued homeownersYour business is important to usThe only compensation I can offer is the return of the $service call feeWe follow the same procedures with each of our homeownersWe follow the guidelines of the contract as to be equitable to all of our homeownersAgain, I apologize for this very frustrating experiencePlease feel free to reach out to me directly if you have any additional questions or concernsBest wishes, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

***, Thank you for allowing Landmark to review your claimWe appreciate all feedback from our valued homeownersI apologize for your frustrating claim experienceI understand that it is upsetting to find out something is not covered under your warrantyIt is always frustrating to have expenses that you did not plan forI apologize that Landmark has not met your expectation of service on this claimWe honestly do our best to provide every valued homeowner with a positive claim experience in a timely mannerI want to assure you that management is doing everything possible to ensure that our valued homeowners are taken care of within the warrantyYour feedback is important to Landmark home warranty and we do not take this lightly I have reviewed every call regarding this claimI have determined you were never told that we would pay for labor in addition to the cash in lieu, but rather that the labor was included int he cash in lieuIn all calls, this was relayed to youLandmark always sticks to the contract in every situation so as to be equitable to all homeownersIn your contract under plumbing, it states that faucets, shower arms and shower heads (replaced with chrome builders standard, when necessary)Additionally, in section A., number 9., its states "LHW reserves the right to provide cash in lieu of repair or replacement when an item is not repairable and a replacement item is no longer availableThe cash in lieu amount is the dollar amount LHW would pay (which can be less than retail cost) for parts and labor of said covered items, less the incurred cost of the contractor's diagnosisOnce cash in lieu is provided, LHW is no longer responsible for repair or replacement of the system or appliance for the duration of the contract." In this clause, it clearly outlines that the cash in lieu once provided, includes labor Your feedback is important to LandmarkYour concern is not taken lightlyWe always stick to the contract and all covered items every timeWe follow the procedures with each of our homeowners to be equitable in every situationLandmark seeks to always create a positive claim experience in a timely mannerI 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 honestly do our best to take care of our homeowners Thank you, Candace P***cp***@landmarkhw.comOnline Reputation Manager

Hello ***, Please accept my sincere apology regarding your poor claim experienceThis is not the type of experience our valued homeowners should expectYour concern is not taken lightlyWe honestly do our best to provide every valued homeowner with a positive claim experience in a timely mannerAt this time an Operations Manager and a Regional Contractor Representative are working very hard to get a contractor from your area out to you right awayI assure that this is being expeditedI want to assure you that management is doing everything possible to ensure that our valued homeowners are taken care of within the warrantyYour feedback is very important to Landmark Home Warranty and we would like to be able to provide a reasonable and appropriate solutionYou are very important to us as a Landmark Home Warranty customer! If you have any additional questions or concerns, please reach out to me directlyThank You, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Thank you for the responseLandmark remains within the contract terms that have been provided to youLandmark will not change the contract terms for one homeowner as we are bound to the contractor to be equitable in all homeownersAs you have been provided these contract terms there is nothing further we can doCTO REQUEST SERVICE Under circumstances, services will be initiated within hours after your service request is made to LHWIn the event of an emergency, LHW will make reasonable efforts to expedite service within hoursAn emergency is defined as a failure resulting in: aPlumbing failure that causes interior flooding bComplete loss of heat or A/C in extreme temperatures, as defined by LHW ( over degrees in the home for over consecutive hours) cSystem or appliance failure causing ongoing secondary damage to home dA condition that immediately endangers health or safety eA condition that interferes with healthcare support for occupants fNo electricity, gas, water, or toilet facilities to the entire homeIf you should request us to perform a non-emergency service request outside of business hours, you will be responsible for payment of additional fees, including overtimeIn some instances, LHW may offer you the option of finding your own contractor to provide diagnosis and possible subsequent repairIn this instance, your contractor must provide a diagnosis and itemized bid to LHW before any work is performedLHW will not reimburse you for services performed by your own contractor without prior authorizationDTHIS CONTRACT DOES NOT COVER Failure to provide timely service due to conditions beyond LHW’s control, including but not limited to, part or equipment delays or labor difficultiesI know you are frustrated and you feel as though, you did not have any other optionsUnfortunately, circumstances don’t change the contract termsAs a person, I wish there was more I could doI am bound by the contract, and in no way is this something I can changeI appreciate your time,

I had trouble with my fridge and also a subterranean termite problem on the wall. Luckily I was protected with Landmark home warranty and both issues were taken care of. I can have peace of mind now. Thank you Landmark home warranty.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this can be resolved by a refund for the new sand filter in the amount of $ Sincerely, [redacted]

Hello ***, Thank you for giving Landmark this opportunity to address your concerns. I apologize that Landmark has not met your expectation of service on this claim. We honestly do our best to provide every valued homeowner with a positive claim experience in a timely manner. I have received your... complaint and will research what occurred during this situation right away. If you could please reach out to myself directly at en**@landmarkhw.com I would like the opportunity to acquire more information and provide an appropriate resolution. Your feedback is important to Landmark Home Warranty and we do not take this lightly. I look forward to hearing from you soon. Thank you, Elise N [redacted] | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Early, did a quick, good job. No complaint. Will ask for the same guy for the AC inspection in the spring.

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 meSituation resolved by supervisor Mike PTook the time to actually assign on contractor that was willing to work to my home- on day sixWhole situation could have been avoided if other employees showed his level of compassion and customer serviceYou need more employees like him Sincerely, [redacted]

[redacted] , I appreciate your response in regards to the offer Landmark has presented to you, which is a reimbursement of $for the capacitor that was replacedAgain, I have reviewed all of the claims that you have had on your HVAC unitI am aware of all of the parts Landmark has covered and replaced and additionally, I have reviewed the photos that were taken on this last service requestLack of maintenance on this service request was for the filter being dirty, causing an air flow restrictionWe advise to change the filter regularly to prevent deeming any additional service request as lack of maintenance At this time, we stand by the offer we have presented, as well as the diagnosis from the professional contractor we have receivedOur requirement when something is deemed lack of maintenance, is to have a licensed professional contractor perform the work to have the unit operational againAs this has already happened, and we have confirmation from our contractor that they were able to assist and the unit is operational again, this should not be a problem in the future, unless dirt and debris continue to cause an airflow restriction, and cause any secondary damage As for why Landmark required additional information, you initially opened the service request stating “A/C and heater not workingNeither will turn on.” For us to open a claim, we need to be as detailed as possibleYou do have multiple units in the home and there was no way for us to know it was with the same unit as prior service requestsAdditionally we asked you to advise us of any trouble shooting techniques and suggested a few to tryWe do this as a courtesy, as we do not want you to pay the service fee for something as simple as changing the battery in your thermostat We do require the contractor to complete a diagnosis on the unit that is in failure before doing any workWe want to make sure we are representing our contract in an equitable way and should there be anything that is not covered, prior to doing work, we would like to let you know at that timeIn this circumstance, the contractor provided the diagnosis to us, and we were able to advise that it would process as a denialWe do not have any information on your second unit as that is not information that we required since it is not in failure I apologize that you are not satisfied with the outcome of your claimI do hope that in the future we are able to assist you in a way that pleases both partiesPlease let me know if you would like me to process the reimbursement Thank you,