Landmark Home Warranty, LLC

Under the warranty drain pans are a listed exclusionThe only time we cover for a secondary drain pan is if we’re converting the entire unit and the current secondary drain pan they have is in failureI have listed the section of the contractor below.AIR CONDITIONING AND HEATING SYSTEMEXCLUSIONS: Water source heat pumps; boiler and radiant heat systems; wall units; window units; water evaporative coolers; portable units; chiller systems and chiller components; solar heating; oil or diesel heating systems; units in excess of 5-ton capacity; fireplaces of any kind (even if main source of heat) and key valves; wood, pellet, or gas stoves; humidifiers; filters; electronic air cleaners; computerized HVAC management systems or zone controllers; flues and vents; roof jacks or stands; condenser casings; deionizers; registers; grills; pre-coolers; leak detection tests; structural modifications required in connection with any covered repair; inaccessible and/or wall obstructed refrigerant lines; drain and condensate pans, except as noted in “Efficiency and Modifications”; failure or inadequacy caused by system operation outside of manufacturer specifications.We do not cover for the secondary man labor because it is considered access which we don’t cover forThe contract lists that we don’t cover for any additional charges to remove or install systemsI have included that section of the contract below.THIS CONTRACT DOES NOT COVER#“Providing or closing access to covered items, except as noted under limits for plumbing, electrical, and ductworkLHW is not responsible for additional charges to remove or install systems, appliances, or non-related equipment; nor does LHW cover the cost of restoration of wall coverings, floor coverings, countertops, etc.”In this situation we wouldn’t cover for the float switch because they did not have an existing float switch and we do not cover for missing partsI have included that section of the contract below.THIS 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.”

[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,

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]

***, 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]

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

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 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

***, 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 [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]

***, 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

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,

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]

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]

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.

Ms [redacted] , I appreciate that you are not pleased with the outcome of your claimI have previously posted the contract, and I have explained why your cracked filter grid is considered a disposable filter mediumPer the contract there are specific filters that are covered because only a professional repairman can change them or fix themA grid filter is in fact something that the homeowner is responsible for cleaning and maintainingThe following is a link to a blog from a Pool Supplies dealer: http://www.lesliespool.com/blog/how-to-clean-your-de-filter/ A direct quote says, “The function of the grids is to hold the DEThey act as a screen to capture dirt, debris and other particlesThe amount of grids, shape and style vary by Manufacturer.” This information is in direct accordance with the email you sent me this morning where you copied and pasted the word “filter medium” with its meaningThere is really no other way to explain why the filter grids are considered a disposable mediumAnother link that may help you understand can be found at: http://www.inyopools.com/HowToPage/how_to_replace_de_filter_grids.aspx The post written by [redacted] states: The most effective type of pool filter is Diatomaceous Earth, or D.EFilterIt works by sifting our pool water through its series of grids inside the tankThe grids filtering element is the layer of D.EpowderIf running your filter system and you notice this powder is in your pool then you may have a torn grid or multiple torn gridsIf this is the case, follow this "How to", step by step, to get your filter back up and runningPeriodically you have to clean the debris and contaminants out of your Hayward DE FilterThis process can be done at three levels: 1- by backwashing the filter; 2- by extracting and cleaning the grid assembly; or 3- by extracting and cleaning each grid in the assemblyFor more information on Backwashing, see our guide on "How To Backwash a Hayward DE Filter"For a more thorough cleaning, you can extract and clean the grid assembly This guide discusses the procedure for this second level of cleaning the grid assemblyFor the most thorough cleaning, you can pull the Grid Assembly and take it apart to wash down each Grid individuallyThis third level of cleaning is generally done once a year at the end of the seasonFor more information, see our guide on "How to Remove and Clean Hayward DE Filter Grids"Another site is: http://blog.poolcenter.com/article.aspx?articleid=This blog has the best step by step information for anyone to replace their own filter gridsIn fact the blogger says, “Replacing your DE grids is not heavy labor, any homeowner can do it.” The site below has more information and states the following, “DE swimming pool filter systems are the most effective pool filtration available, but on the downside, they also require the highest level of maintenance.” http://www.clean-pool-and-spa.com/DE-Pool-Filters.html Ms [redacted] , there are multiple sites on the internet that refer to the filter grid as a disposable/ replaceable filterThere are “how to” videos and an array of places you can order the filtersHere is an example of one site that you can order from: http://www.a1poolparts.com/equipment/filters/replacement-grids.html?gclid=Cj0KEQ...⇄ The bottom line is that your cracked filter grid is a disposable/replaceable partIt is not covered under the warranty per the section below: SWIMMING POOL - SPA - HOT TUB - PORTABLE SPA EQUIPMENT*.................$COVERED: Above ground and accessible working parts and components of heating and filtration system, as follows: Heater, Pump, Motor Filter, Filter Timer, Gaskets, Blower, Timer, Back Flush Valve, Pool Sweep Motor and Pump, Above ground Plumbing Pipes and WiringEXCLUSIONS: Pool Sweep, Jets, Ornamental Fountains, Lights, Skimmers, Pool Liner, Pool Cover and Related Equipment, Fill Line, Fill Valve, Control Panel, Control Switches, Computerized Control Boards and Related Equipment, Cleaning or Maintenance of equipment such as, but not limited to, Chlorinators, Ionizers, and the like, Fuel Storage Tanks, Buior Detachable Cleaning Equipment including PHeads, Turbo Valves, Creepy Crawlers and the like, Disposable Filtration Mediums, Heat Pump, Solar Plumbing or Heating Equipment, Valve Actuator Motor salt cell and salt water chlorinatorThe contract is saying clearly that under exclusions, Landmark does NOT cover for: Cleaning or Maintenance of equipment such as, but not limited to – Disposable filtration mediumsI do understand that you are frustrated because you expected that the filter grid would be a covered itemIt is notI am sorry that I cannot do more to address your issueI hope the websites will be helpful to you in this instanceBest Wishes, Elise N [redacted]

[redacted] and [redacted] ***, Your Revdex.com complaint has been received and reviewed Your claim and phone calls have been reviewed regarding this complaintUnfortunately, [redacted] did mention that the leak was listed on the home inspection, and for this the Claims Manager should not have opened the service request, as we do not cover for preexisting conditionsFor this reason, we will refund the service call fee of $You can expect your refund to arrive within to daysLandmark Home Warranty understands your frustration and we hope to constantly improve your experiences with usWe appreciate your feedback and do not take it lightlyPlease let us know if there is anything further we can assist you withWe are always happy to helpBest wishes, Elise N [redacted] | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com