Landmark Home Warranty, LLC

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,

Mr***,I regret to inform you, but unfortunately Landmark only offers one pest control treatment per warranty termBecause of this we are not able to open any recalls or do a respray for treatmentsYou are more than welcome to contact the pest control contractor and see if they would be able to come out for the respray but Landmark is not able to send a recall under the warrantyWe will not be refunding your $service call feeThe contractor did fulfill his obligation by providing a service to youI am sorry that this service call did not meet your expectationYour concern was not taken lightlyWe always stick to the contract and all covered items every timeWe follow the procedures with each of our homeownersWe follow the guidelines of the contract as to be equitable to all of our homeownersAgain, I 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 homeowners.Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Complaint: [redacted] I am rejecting this response because:We understand that the unit was not properly maintained before we bought the house, but that is not our problemAgain, we made every effort to properly maintain the furnace once we purchased the homeYou stated that "The invoice indicates the work was done after the purchase of the warranty." The alternative is that we would have paid to service it before we bought the house -- why would we do that? I'm sure that's very uncommonFurthermore, you state that "The warranty does not cover for preexisting conditions" but as I've now stated multiple times, you do cover for unknown pre-existing conditions, according to your web siteWe made every effort to ensure the furnace was working, only after we moved in did we learn that the heat exchanger was crackedPlease explain to me why this unknown pre-existing condition is not covered when your web site says it you cover such problems Sincerely, [redacted]

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 meMore importantly, the work that was described has been completedThe time to resolve this claim was inordinately longThis time was somewhat mitigated by the company responding with a better than required solution Sincerely, [redacted]

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 would like the full refund for the warrantySincerely, [redacted] ***

Mr***, Thank you for providing Landmark Home Warranty with this feedbackThis issue has been brought to the attention of our Claims Management DepartmentThey have addressed this situation with the associate involvedThis has also been brought to the attention of our Contractor Relations DepartmentThey will address this situation with the contractors involvedI want to assure you that management is doing everything possible to ensure that a situation like this does not occur again We apologize about any delays/or disappointments in service and want to assure you that management is doing everything possible to ensure that a situation like this does not occur again My intentions have been to truly provide a resolution for this situationWe always seek to provide a positive experience in a timely manner for our homeownersI see that the A/C tuwill take place on Friday, 5/13/The $SCF has been waivedI apologize for the contractors not keeping their appointmentsI completely understand why the situation would be frustratingAt this point your service is scheduled and I will be following the tuin our system to make sure it is taken care ofIf you have any questions or concerns please feel free to reach out to me directly.Your feedback is very important to Landmark Home Warranty and I would like to be able to provide a reasonable and appropriate solutionThank you, Elise N [redacted] | Senior Reputation Specialist | Landmark Home Warranty [redacted]

Hi ***, I would like to apologize on behalf of Landmark for your very frustrating service experienceIn researching your service request I did find some concerns with the initial contractor we sent out as well as the time it took the repairs to be completedI would like to review your receipts for window units and see what I can do to helpWould you please send a copy of the receipt (s) directly to me? I am happy to work directly with you to find a positive resolutionThank you for your patienceI assure you that we do value you as a Landmark homeownerI look forward to hearing from you soonBest wishes, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Complaint: [redacted] I am rejecting this response because: This water heater has had maintenance in the past or it wouldn't have lasted years I spoke with our local rep, Summer Sweeney and was basically told they do cover sediment build up on their "higher cost" plan We were issued the standard plan that every buyer gets when they buy a home from a seller There is no point to having this warranty at all.....period! Summer also told me that Idaho's Landmark Cohas good ratings compared to the ratings on Revdex.com, Yelp & Consumer Affairs web sites However upon posting on our neighborhood blog I have had a great response from people with this plan who are as frustrated & angry as I am dealing with Landmark I will never use this plan again nor promote it to anyone I know Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I have tried once again to work with LandmarkI was told a Plumber would be at my home on Saturday 02/02/and no one showed upI called on Monday and was told someone would call me back and they did notI called the plumber they said someone would be at my home on Tuesday between 8am-11amNo one showed up so I called LandmarkThey said the plumber came to our home and used a 100ft auger to clear the blockageI told them no one came to our home on TuesdayThey called the plumber and when they called me back they told me a different storyNow they are saying no one is coming back to complete the workI still have a blockage in my plumbing lines and cannot use the toilet, shower or washing machineFurthermore the plumber uninstalled our toilet and left it uninstalledOur cold water faucet in our in laws bathroom was not fixed and neither was the water line to the fridgeI also now have a hole in my wall from the technician trying to fix the fridge water line and that was a misdiagnosesAlso I explained to Landmark and the plumbing company that the technician damaged our kitchen cabinets when he tried to force the fridge back into placeLandmark have closed out my dispatch and will no longer respond to my requestsI also left a message with the customer relations manager helping me and she is not calling me backAny help would be appreciated as this has been going on for almost days now Sincerely, [redacted] ###-###-####

Complaint: [redacted] I am rejecting this response because: I do appreciate the response received by LandmarkThey did in fact send someone out to look at the situationI'm rejecting to keep this open until Landmark has followed through with getting me the work that will be completed (by Wednesday as stated) and company is schedule and has complete the work to bring it up to code Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I do not accept Landmark Home Warranty’s excuse for not paying the copay nor do I wish to take it to arbitration However what I will do is contact the Webb’s Basin Services and inform them that Landmark Home Warranty owes him the $copay and Landmark Home Warranties treatment of customers and contractors.Additionally I will continue with my barrage on Social Media on how Landmark home Warranty treats its customers and their policies concerning increasing the amount of work for the contractor and perhaps not paying the contractor for the proper amount of work they ask the contractor to do I will also continue with negative ratings on other web search servers to let the public know what I think of Land Mark Home Warranty I also protest the idea the Land Mark Home Warranty wanted to increase the job size by accessing the drain line from within the house crawl space thereby creating more work on the contractor’s limited time Yes myself and the Contractor both denied Landmark Home Warranty’s recommendation to access the clogged line through the crawlspace clean out Accessing the clog from the crawl space is not the proper way to clean out a clogged drain line Use of the installed cleanouts outside of the home is the preferred method for where the clog was locatedRunning the drain cleaner from inside the house not only increases the time it also increases the chance of sewage contamination when opening up drain lines inside a crawl space This recommendation by Land Mark Home Warranty phone claims agent indicates that they do not know the proper repair and maintenance I do not contest Land Marks Ruling on the claim and where the coverage is located at I contest Land Mark not refunding me the copay I was required to pay to get the contractor to my site when the contractor did not receive the CopayI also want to protest that Land Mark is wanting to continue doing business with me by sending me notices that my home warranty service is expiring Does Land Mark Home Warranty think I am stupid and want to continue their services? Sincerely, [redacted]

Ms [redacted] Thank you for giving Landmark the opportunity to address you concernsWe appreciate your honest feedbackWe do not take homeowner concerns lightlyI have been researching you issue and according to the system notes, it looks like a contractor was able to see you on SaturdayThe contractor has not yet called in the diagnosis so we have been following up on him as wellI see that Debbie B [redacted] has been trying to reach you and has left a voice mail messageShe is checking to make sure that you were serviced and that the repair met your expectationsI apologize that this claim was not handled wellHere at Landmark we honestly do try our best, sometimes our best fails, as in this caseI would like to help in any way that I canIf you are seeking a different or additional resolution please let me know by contacting me directlyWe do appreciate our homeowners and seek to provide a positive outcome in a timely mannerRegards, Elise N [redacted] | Senior Reputation Specialist | Landmark Home Warranty [redacted]

Hi [redacted] , I am sorry that service request number [redacted] did not meet your expectationsWe received your warranty cancelation request and have processed itI can understand that was very frustrating for you to find out that your repair would not be covered under the warrantyThe issue is that a previous contractor did not make the appropriate repairs to your unit, thus creating the breakdown of the unitUnfortunately, this repair was completed before your warranty was purchasedThe contractor stated, “the springs broke due to the previous contractor who installed the springs did not replace the bearings.” Per the warranty contract: A SERVICE OVERVIEW #- 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 ContractI understand that you felt this service request was an emergency and that because we did not meet your expectation of a timely repair, you felt you had to hire a contractor outside the warrantyLandmark did not deem this an emergencyPer the warranty contract: B TO REQUEST SERVICE #- Under circumstances, LHW will initiate the performance of services within hours after the request of the Contract HolderIn the event of an emergency, we will make reasonable efforts to expedite service within hoursAn emergency is defined as a failure resulting in 1) Plumbing failure that causes interior flooding; 2) a complete loss of heat or A/C in extreme temperatures; 3) A condition that immediately endangers health and safety; 4) A system failure that is causing ongoing damage to the 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 overtime Per the warranty Landmark will also not reimburse for work done by another contractor that was not assigned by Landmark#- 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 Warehouses Your feedback is important to LandmarkYour concern has not been 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 homeownersElise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Complaint: [redacted] I am rejecting this response because it is still in processI am waiting for their review of my documents Sincerely, [redacted]

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] ***

Dear Ms [redacted] , Thank you for giving us this opportunity to address your concernsIt is my understanding that you are requesting a $ refund from Landmark Home WarrantyPlease allow me to explain why we cannot fulfill that request and what it is that Landmark is offering as a resolution A Landmark manager contacted you via email on 12/11/They were informed that an out-of-network contractor had been hired to clean the unit based on the suggestion from the contractor Landmark sent to the homeWhat the Landmark manager offered is that if the cleaning does not solve the problem in full then Landmark will send a second opinion at no cost to you We have attempted to make contact a second timePlease let us know the outcome of the recommended cleaning at your earliest convenience and we will proceed from there Thank you, Kristen B [redacted] Public Affairs [redacted] @landmarkhw.com

Travis, Thank you for giving us this additional opportunity to address your concernsAs previously stated, home warranty coverage is limited to replacement of the systems and appliances of the home and does not include cabinetry modifications, carpentry or construction As stated in our contract: “REPAIR/ REPLACEMENT/ UPGRADING: We are not responsible for the cost of construction, carpentry, or other modifications made necessary by existing or installing different equipment.” When the option to upgrade from a single oven to a double oven was elected, Landmark fulfilled that request with the additional costs associated with the upgrade being the responsibility of the homeownerUnfortunately, this action did not make Landmark liable for the ability, or inability, of the elected upgrade to fit into the architecture of the kitchenHad Landmark provided the originally offered single oven, it would have fit into the existing space as expected Installation is defined as “machinery or apparatus placed in position or connected for use” and does not include carpentry or reconstructionThe agreement for Landmark to cover installation and assist in providing an appliance upgrade did not changeLandmark has never taken accountability for the architecture of any of our customer’s kitchens and cannot make an exception nowWe apologize that there was a misunderstanding of the coverage being provided on behalf of Landmark Home Warranty but Landmark has delivered coverage as supported by our state approved contract Please let me know if you have any additional questions as your understanding of the coverage that Landmark Home Warranty provides is very important to us, as is your satisfaction of the applicable coverage we can provide Sincerely, Kristen B [redacted] Public Affairs [redacted] @landmarkhw.com

Complaint: [redacted] I am rejecting this response because:It's unsatisfactory, and continues to grasp at straws to find reasons to decline the claimI do not wish to continue the process, however, as I believe it will be pointless Sincerely, [redacted]

I bought a home about six months ago and the refrigerator began making strange sounds and running inconsistently. I contacted Landmark and at first was impressed with their professionalism. Then the vendor did not return my call. I received emails for at least four different vendors, all of who refused to work with Landmark. Then Landmark stated that I needed to find my own vendor, pay them upfront out of pocket, and they would decide if they cover any of it. They then tried to charge me their service fee. They effectively wanted to charge me for doing their job and then have me pay the contractor outright. Apparently, double-billing isn't illegal in the contracting world. Second issue: My place is small, so I only have one baseboard and a wall unit for heat. Today, I contacted them because the wall unit shorted out. I contacted the vendor I was "matched with" and they told me they are no longer working with Landmark. She explained that I would have to wait at least 1-2 weeks to have any service from Landmark. She even recommended a different home warranty company! Then, as it turns out, when she found it was a wall unit she said neither her company nor Landmark cover wall units, even though that is my home's heating system, so I am on the hook for a new wall unit anyway. It's clear that Landmark is a scam. I'm just glad I didn't pay for it myself.