Landmark Home Warranty, LLC

Hi [redacted] , I appreciate your patience while I looked into the issue of your complaintYour concern has not been taken lightlyI have been working with the Operations Department to review all the facts of the complaintI want to assure you that your claim was thoroughly reviewedLandmark spoke with the contractor and verified his diagnosisThe issue is that Rparts are no longer used, and to bring the unit up to code, Landmark replaced the part with a R410A condenser Landmark covered the outdoor unit as it was in failureThe unit that replaced yours was required for code and had to be a certain type of unitAgain, it was covered under your warrantyIf the inside unit had also been in failure, it would have been repaired or replaced as wellThe contractor stated that the indoor unit was not in failure and therefor, not covered under the warranty I understand that the most frustrating issue is the units are not compatibleIt was not done as a means to require you to pay more, but an issue of codeWe cannot put in an older unit that is comparable to the indoor unit per codeThe indoor unit is not in failure, and therefor does not fall under the warranty as being covered for repair or replacementI do see this issue from your point of view However, we 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 homeowners I do understand how frustrating it is to be in a hot home without a working A/CI am glad you were able to find a portable unit and I have processed a reimbursement check for youI have been able to work with you in that regard as a customer care specialist I cannot authorize the replacement of your indoor unitI have taken the issue to claims managementThey reviewed the issue and let me know it is still a denialPer the contract: EFFICIENCY & MODIFICATIONS: If LHW determines a covered air conditioning or heating unit must be replaced according to the terms of the Contract, and equipment compatible with the inoperable unit is not available, LHW will replace the inoperable unit with one that meets the current federal, state, and/or local government efficiency standardsDuring a covered repair or replacement of heating or air conditioning equipment, LHW includes modifications to the following items, as needed to complete the repair or replacement, limited to $500.00: air handling transition; plenum; duct transition; flues; flex piping; refrigerant lines; drain pans and lines; and indoor electricalEXCLUSIONS: Water source heat pumps; boiler and radiant heat systems Per you current contract, landmark can only cover for the unit that is in actual failureIn your case this was only the outdoor condenser It was verified with the contractor that the indoor unit was in working orderI 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 frustrating and inconvenient for youWe honestly do our best to take care of our valued homeownersI know that this was not the response that you expectedAgain, I assure you that the complaint was reviewed and it is unfortunately still a denialI apologize for the understandable frustration with this claimYou are welcome to contact me if you have any further questions or concernsBest wishes, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Mr [redacted] , Thank you for your patience while Landmark reviewed your concerns regarding the A/C denialI apologize that this situation has been so frustrating for youI do understand that the results of this claim did not meet your expectations 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 homeowners Unfortunately, it clearly states the unit itself was deficient in the Home inspection and recommended further evaluationThrough further research we checked and found that the deficiencies with the fins would and could result in the failuresThe contractor stated: that “Compressor is kicked out in high temp, and condenser fan blade is starting to wobble”The fins are a there to disperse heat evenly to allow the unit to work properly Mr [redacted] , for these reasons we are not able to cover the repairsThe claim remains a denialI am sorry that your claim did not go as expected I 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 warranty I do understand that this has been inconvenient for youWe honestly do our best to take care of our homeowners Best wishes, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

[redacted] , Your work order is currently being reviewedOnce the review has been completed, we will reach out to you directly with options in which you may chooseI see that you have been speaking with a claims manager that is working diligently in an attempt to get this taken care of for you Thank you, Candace P***

1/10/Revdex.com Response Hello ***, I 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 mannerYour feedback is important to Landmark Home Warranty and we do not take this lightlyI can re-submit a review request if your home inspection is providedYou are welcome to send it directly to meOnce we are able to review the inspection report, we can proceed with reviewing the claim further under the warrantyI hope this information has been helpfulI look forward to hearing from you soonBest wishes, Elise N [redacted] | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Landmark Home Warranty have avoided the most fundamental insurance coverage for my cooktop appliance when it stopped working and burnt part of it. Pointing the fire damage to the button of appliance they declined coverage saying its a secondary damage while ignoring basic fact that the its all caused due to the appliance part failure.
Whats the use of such home warranty after paying for insurance over several years with just 1 -2 minor service requests in a year!
Absolutely horrible ethics and services! Stay away from them.

Hello [redacted] , Please accept my sincere apology for typing your name incorrectlyI know that this added to your frustration with your Landmark experienceI am so sorryI had a Claims Manger review your complaintThe initial service request covered the replacement of the cartridgeThe contractor verified that the repair for this SR had been completedWe then cancelled your warranty per your requestOnce the warranty is cancelled, all repairs are void at that pointUnfortunately, because the warranty has been cancelled, there is nothing further Landmark can do for your repairsI understand that this claim did not meet your expectation of serviceI apologize that we did not provide the service you desiredWe do value our homeowners and always seek to provide a positive claims experience within the parameters of the warranty contractYou are very welcome to reach out to me directly with any additional questions or concernsThank you,

***, Thank you for taking the time to state your feedbackI am sorry to hear of your experienceIt was determined that the failures that occurred were due to an overloaded breakerIt appears that your home was converted into a type of an upstairs and downstairs apartmentWhen that was done, the electrical devices were not upgradedThis caused the overload and fireUnfortunately, the failures are not covered under the warranty as it is not wear and tear and a listed exclusion “DThis Contract Does Not Cover Repairs or replacement required as a result of fire, freeze, flood, or other acts of God; accidents; vandalism; neglect; misuse; abuse; missing parts; cosmetic defects; design flaws; manufacturer defects; structural defects; power failure, shortage, surge or overload; inadequate capacity; or damages due to pests or pets.” At this time, Landmark will not be able to provide coverage for your electrical service requestThe contractor that was assigned is still more than happy to continue working with you to provide a quote repairs If you have any further questions, I would be happy to answer them for you Respectfully, Tiffany N [redacted] Customer Relations Manager [email protected]

Complaint: [redacted] I am rejecting this response because:I tried to contact Landmark and, to this day, no one at Landmark has EVER returned my call How can a customer get prior approval for a repair if no one will talk to me This is not acceptable Landmark was unable to provide a contractor to make the necessary repairs, did not return my calls regarding this, so their policy to get prior authorization was not possible I was forced to contact a plumber to make the needed repairs Landmark must reimburse me for out of pocket costs The policy guidelines cannot only protect the business The policy must protect the consumer against failure to follow common sense solutions when the business will not respond In 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 authorization Sincerely, [redacted]

Dear Mr***, The contractor sent to your home is a licensed professional whom would not risk his licensing by manipulating informationHis professional diagnosis was that there was no mechanical failureAs stated in our contract, Landmark will provide coverage on items that have become inoperable due to usage after the effective date of the contractUnfortunately, with this situation there isn’t any coverage that Landmark offers to provide At this point in time your contract expired on 11/12/and renewal was not electedLandmark has fulfilled our contractual obligation and a refund is not availableWe are sorry for the noises you are experiencing, however, in order to provide fair coverage to all of our customers we must adhere to our contractual guidelines We are saddened that we are not able to keep your business at this point in time but please let us know if you need any home warranty services in the future Sincerely, Kristen B [redacted] Public Affairs [redacted] @landmarkhw.com

[redacted] , You have the Value Plan with Landmark Home Warranty, active 11/22/for one yearYou opened a request 7/6/and were granted emergency service, in which a contractor went out and diagnosed the unit as severely impactedThe claim was denied based on the independent, licensed and bonded, professional contractor’s opinion, compared to the warranty terms outlined belowA Service Overview LHW will repair or replace systems and appliances mentioned as covered that: aAre in proper working order on the effective date of this ContractbHave become inoperatle due to usage after the effective date of the Contract and are reported during the terms of this ContractcAre properly installed and located within the perimeter of the main foundation or detached garage, except those noted with an “*” LHW will repair or replace covered systems and appliances whose malfunctions, defects, and imporper conditions precede the effective date of the Contract, including sumsequent 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 applyCTo Request Service LHW will select an independent contractor to perform the service In 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 DThis Contract Does Not Cover: Repairs or replacement required as a result of failure to clean or maintain, according to manufacturer specifications, except as noted in Service Overview (3)Clearly you believe that your unit has been properly maintainedUnfortunately, our professional contractor’s diagnosis is what we must utilizeAs you have provided proof that the unit was cleaned prior to this claim, and our contractors diagnosis is that the unit is severely impacted, this indicates that there is a lack of maintenance on your part as the homeownerThis means to Landmark, that we can no longer utilize the clause in the contract that allows for lack of maintenance to be covered PRIOR to the start of the warrantyWe must stand by the contract terms in which they are writtenIn this circumstance, Landmark remains by the denial of your HVAC unit It is the opinion of Landmark that we remain contractual based on the evidence that has been provided along with the warranty terms Thank you,

Mr [redacted] , I do want to apologize for your frustrations, but unfortunately the refund will remain the sameYou were contracted by an agent on the cancellation request on 12/30/2016- in the email that was also sent to you on that date it stated that if we did not hear from you your warranty would remain activeSince your warranty was open, active and available to youThe refund is based on the guidelines of the warrantyI have attached a copy of the warranty to this email for your referenceThe total pro rata refund amount would be $If you would like to still cancel the warranty, please respond to this email and confirm the name and address that you would like to have on the refund checkOnce confirmed, it will take 10-business days to get to youI would like to hear back from you, so that I can assist you in any way that I canYou can either reply to this email or give me a call at 866-306-(ext.333), If I am unable to answer your call please leave me a message and I will get back with you as soon as possible Thank you and have a great day, Candace P***

[redacted] , From what I can see, the contractor was at your home 8/4/Please let me know if there is anything further I can assist with Thank you, Candace P***cp***@landmarkhw.comOnline Reputation Manager

Wow! I was very impressed with the service from Landmark Home Warranty! Their staff was So helpful and friendly; and the follow through with my repair work from start to finish was Impeccable!

Landmark was very proactive in getting us a new appointment after our contractor canceled our initial appointment. Thank you Landmark.

my [redacted] dollars was not refunded Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Insufficient allowance to replace and install new unit Sincerely, [redacted]

Hi [redacted] , I wanted to let you know that I received your Revdex.com complaintAn Operations Manager and I have been trying to get a hold of youWe have left a few voice mailsI understand if you are very busyI would sincerely like to help resolve your complaintWould you please reach out to me directly so that I may gather some additional information? I apologize for your frustration and the poor service experience Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Dear Mr [redacted] , Thank you for giving us this opportunity to address your concernsPlease accept our official apology for the lack of communication on behalf of Landmark Home Warranty and for the delays experiencedThis situation has been addressed with the associates involved and training has been implementedThis is a rare situation that should not occur again At this point in time Landmark is providing a cash-out for the replacement of your dishwasher and a check has been issued, a resolution we hope you find acceptableThank you, again, for bringing this situation to our attentionYour willingness to work with us has been much appreciatedPlease let me know if you have any additional questions or concerns Thank you, Kristen B [redacted] Public Affairs [redacted] @landmarkhw.com

[redacted] and [redacted] ***, I am steadily working on your claimI know that you have been in contact with DebbiePlease do not hesitate to contact me directlyThank you, Candace P [redacted] | Online Reputation Specialist | Landmark Home Warranty

Complaint: [redacted] I am rejecting this response because: I also stated that I wanted my money refunded as you refuse to provide the services for which I entered into the contractLike you conveniently "lost" my documentation showing your stance is incorrect, you "lost" this portion of your response and your refusal to provide a refund to me as you advised on our phone callI've taken the matter up with my credit card company, as I know there will be no further positive interaction with your companyOur matter will remain permanently unresolvedAt this point we will part ways forever and I hope to never have contact with your company again Sincerely, [redacted] ***