Landmark Home Warranty, LLC

We wish you well in all of your home warranty needs Thank you

Mr***,I have followed up on your request to canceled your warrantyI checked and the policy was canceled on 6/13/and the refund check will be mailed todayYou should receive the check within to daysI apologize that we did not meet your expectations and want you to know that we honestly do our best to service all of our homeowners in a positive and timely mannerPlease feel free to reach out to me directly should you have any additional questions or concerns.Best wishes,Elise N [redacted] | Senior Reputation Specialist | Landmark Home Warranty [redacted]

[redacted] , We understand your concernAt this time, Landmark has no proof that the unit was operational and cooling past degrees prior to your move in dateYour home inspection states MM = "Marginal/Maintenance" =Item warrants attention or monitoring, or has a limited remaining useful life expectancy and may require replacement in the not too distant futureFurther evaluation or servicing may be needed by a qualified licensed contractor or specialty tradesman dealing with that item or system.RR = "Repair or Replace" =Item, component, or unit is not functioning as intended and needs repair or replacement.Further evaluation is needed by a qualified licensed contractor or specialty tradesman dealing with that item or system.“ HEATING - AIR CONDITIONINGHeating Equipment:Capacity / ApproxAge: A 82,BTU unit at least years old (appears original to the home) is installed, The typical service life for a forced air natural gas furnace is approximately 15-years with recommended serviceDue to the age and condition of the installed unit, Consult a licensed heating contractor for further evaluation of serviceability and condition of the functional componentsExterior Compressor(s):Air Conditioner Compressor(s): Unit appears to be 30+ years old, original to the hometypical life expectancy is approxyears, refer to the manufacturer for more information on service and careDue to the age and condition of the installed older compressor unit(s) - recommend further evaluation of the serviceability of the functional components by a qualified HVAC professional.” Additionally, all units for the HVAC system are marked as MM or RRYou opened a service request one week after you closed on the home advising that it is still cooling but it is not cooling enoughAt this time, Landmark is not going to change the stance as our contract does not allow us toI am sorry that you are not satisfied with the outcome of this service requestThe decision is finalWe will no longer review this service request

Unfortunately this is not the entire story, our fan blower motor was out, condenser and our coilThe "technician" that came out which spoke absolutely no English tried to relay this information to the owner of the company which also barely spoke English and communications were terribleWe attempted to notify this to your company with no resolveNothing was approved quickly and my wife had to make numerous phone calls back and forth between you and the contractor you sent to our locationNobody from either party was quick to fix this problemWe opted for the cash out because we went with our own certified company which told us the contractor that landmark sent to us did the worst hack job they have ever seen and now we are paying thousand dollars to have to replace the entire unit We went three days without air conditioning in Houston because the contractor you sent out tore the entire condensor and fan blower unitThey did this because the parts would not get approved by landmark, for three entire daysMaybe our definition of "quickly" differs between us, but here days without ac in Houston is unacceptable and the company we hired had never heard of any ac company having a day turnaround to get approval for such simple and catastrophic failures of an ac system Complaint: [redacted] I am rejecting this response because: Sincerely, Joseph M***

Landmark has been very responsive to our warranty issues. We have needed three service related issues thus far and all were taken care of promptly. I each instance, we were very pleased with the quality of the service tech (2 for heating and one for kitchen appliance.) speed and quality. What more could I ask for.

Mr***, Thank you providing the invoice of your previous tune-upI apologize for the frustration that stemmed from the lack of that informationI have been provided the following information regarding the repair/replacement of your unit I had a Cash in Lieu worked up for me, and the total amount is $1, We would cover for: Ton R410A Condensing Unit- $TXV- $Evap Coil- $Permit- $Disposal- $Labor- $TOTAL $1, This money would be sent to you and you would hire your own contractor to complete the jobPlease bear in mind these amounts reflect the discount we get through our supply houses The alternative is this: If you would like us to order the parts for you, and do the replacement that way, you would be responsible for $1,to cover the additional modifications that are not covered under the warranty The modification are as follows: Hanging Kit $Float Switch (Missing)- H/O $Drain Pain -H/O $Disconnect $Whip $Pad $Iso-sorbers $Multi Plus $Freon lines $Condensation line $TOTAL- $1, Please review this information right away and let me know what you would like to do so that we can proceed Thank you for your patience Best wishes, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

[redacted] , Thank you for reaching out to Landmark Home Warranty in regards to this claimI apologize that you are not satisfied with the service provided at the time of your claim being openedI see that you are requesting reimbursement for a repair that was deniedIn order to be equitable to all homeowners, we must stand by the contract terms in which they are writtenI have listed below the terms in which apply to your situationAService OverviewLHW will repair or replace systems and appliances mentioned as covered that: aAre in proper working order on the effective date of the Contract bHave become inoperable due to usage after the effective date of the 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 "*" With the above term in the contract, your garage door opener was not properly installed as indicated by the licensed and bonded independent contractorWith that being said, Landmark will not honor your request for reimbursementI apologize that you are not satisfied with the service that has been providedLandmark honestly tries to facilitate in assisting every homeowner with a positive claim experience Thank you, Candace P***Online Reputation Manager

Complaint: [redacted] Please do not respond until you have at least mailed out the check for $which "reimburses" my purchase of the portable units for $ Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I still have not received payment Sincerely, [redacted]

Every time I have had to use Land Mark Home Warranty they have been right on top of things and did not make me wait. I would recommend them to anybody.

[redacted] , I am sorry to hear of your frustrating experience with your water heaterIt is definitely not the way we intend our service requests to goI have reviewed the request in detail and I am currently looking into alternative options to get your unit taken care ofOnce I have been able to confirm the best solution for your request, I will reach out via phone and/or e-mail to update you You have been more than patient with us and I greatly appreciate you taking the time to give us your feedbackI’d like to reassure you that your request will be worked on even past your expiration dateHowever, I hope to resolve your issue before thenI will be in contact with you as soon as possibleIn the meantime, you are more than welcome to reach out to me directly at [email protected] look forward to the opportunity to assist youRespectfully,Tiffany N***Customer Relations [email protected]

Complaint: [redacted] I am willing to work with the company but do not want the complaint closed in case we do not have resolution I am including Elise N [redacted] at her Landmark email address Please be advised I am willing to come up with a mutual agreementSincerely, [redacted] ***

[redacted] ***, According to our records, your contract expired 9/7/2016 and your last claim was over a year ago and was deemed lack of maintenance. This was a diagnosis based on an independent, licensed and bonded contractor. Landmark must remain equitable to all homeowners, and thus we must... follow the contract terms strictly. The professional opinion of the contractor, determined that the unit had not been maintained, and as your contract does not cover for lack of maintenance this was denied. I am sorry that you are not satisfied with the outcome of your claim. Landmark honestly does our best to be sure every homeowner gets taken care of. I hope that in the future your warranty needs are met. Thank you, Candace P***Online Reputation Managercp***@landmarkhw.com

***, I would have been happy to research into this for you, just the same as the agent you spoke with was willing to doHowever you advised that you did not want us to research into the claim, you do not want anything to do with Landmark, and you only wanted to cancel your warrantyAs per the email below, I am unable to do anything further with a cancelled contract, as we are not permitted to pay out on contracts that are void.I am sorry you were not happy with the service provided From: Tiffany N [redacted] Sent: Thursday, September 28, 11:AMTo: ' [redacted] ' < [redacted] >Subject: Warranty # [redacted] Cancellation ConfirmationDear [redacted] and [redacted] , This is to confirm that your Landmark home warranty has been cancelled for your property, located at: [redacted] I am sorry to hear we are losing your businessWe value our homeowners and appreciate having had the opportunity to serve you.This cancellation was effective on 09/28/If you have any questions, please do not hesitate to call me at 866-306-2999, ext329.Best regards,Tiffany N [redacted] | Retention Specialist Manager | Landmark Home Warranty

[redacted] , Thank you for your response on this matterLandmark did receive your invoices, thank you for getting those sent to usI show that they have been reviewed and an offer was submitted to youOur claims management team was able to review your invoice and reimbursed you $for the plumbing repairs that were completedThe check was submitted to you on 01/09/and you should receive that check in 10-business days from the issued dateWe want to apologize for the frustrations you had with this service requestPlease feel free to reach out to me directly if further assistance is needed, I would be happy to help in any way that I can Thank you Cheyenne R [redacted] Customer Relations Manager [email protected]

Hi [redacted] ,You are absolutely correct and yesterday (7/26/2016) we opened ticket # [redacted] The contractor will be replacing the Salt Cell IC -with an IC-right awayI apologize that this was not installed correctly last yearI want to assure you that this issue has been brought to the attention of our contractor relations departmentYou are a valued homeowner and I am so sorry that you had this experience with your Salt CellPlease feel free to contact me directly at any timeI am happy to help.Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Dear Mr [redacted] , Thank you for giving us this opportunity to address your concernsIt is my understanding that you are requesting that Landmark Home Warranty send an additional contractor to assess your toiletLandmark would be more than willing to assign a different contractor, but please be aware that it will cost an additional $service fee On 2/10/this claim was opened with the following information provided: “The bathroom that is next to kitchen, the ceiling vent is dripping water from there and home owner believes this is a plumbing issue; Home owner made it stop by turning the water off but he needs it looked at.” Landmark assigned an in-network contractor who visited the home on 2/11/and provided Landmark with the following professional diagnosis: “Completed, we found that the home owner flooded their toiletThe water found a crack in the floor and caused the sheet rock damage; Clogged his own toilet, the water found its way downstairs and came out the light fixtureNot failure due to wear and tear.” The contractor did not inform Landmark that the toilet was faulty and the claim was not opened due to toilet issues, but due to water dripping from a ceiling ventThe contractor informed Landmark of why the water was dripping and the claim was closed from there Please let us know if you would like Landmark to send a second contractor for the cost of a $service fee and we would be more than willing to get that arranged We look forward to hearing from you soon, Kristen B [redacted] Public Affairs Manager [redacted] @landmarkhw.com

Thank you for the opportunity to review the claimAs stated, you do have the Deluxe Home Warranty, from Landmark Home WarrantyThis was ordered 5-9-and went into effect 6/8/On 5/9/you were sent an e-copy of your home warranty, attached for your recordsThe Deluxe package in which you have has a limit for concrete encased pipe leak repair of $See limitations under plumbing from the contract in which was purchasedWe understand that online you are seeing a different contract, with a new update to our website that is a possibility, and our IT team is working to resolve this issueWhile we do understand the frustration this can cause, we must refer to the original contract that was purchased and provided to you on the above mentioned dateWe are happy to provide a cash out option in the amount of $to comply with the contract you have purchased, in order to take care of the concrete encased pipe leakShould you choose to accept this offer, we will send the payment in the form of a check to the address you provide, in your nameWe appreciate your letting us review the claim and are happy to help as much as we can, within the warranty terms

Hi ***,I apologize for the frustrating situation you had regarding your recent A/C claimI assure you that your situation and experience with the contractor will be reported to our contractor relations department for reviewI am happy to research your claim experience and work toward a positive resolutionIf you would please contact me directly and provide me with a copy of your invoice, I will see what I can do right awayThank you,Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Landmark has been such a disappointment to us. We purchased a home warranty to help my mother upon the purchase of her new to her mobile home. They have not covered anything that she has made a claim for. They used a company to examine her heater that lied about what was wrong. Staying that the heater was no good and that the damage was from improper installation. They refused to fix her heater. We hired an outside contractor to come and assess the heater. He only found that it needs to be cleaned and the thermocouple replaced. We were informed that contractors have to lie to work for warranty companies. What a sad day!! No business integrity. Please don’t waste your money on this warranty.