Landmark Home Warranty, LLC

*** ***, I appreciate your feedbackAt this time our contractors professional diagnosis indicates that the failure is in regards to your radiant heat systemThe diagnosis specifically states "Found a leaking coil on fan coilRecommend new fan coil, this fan coil uses hot water for heating the home." This indicates that the failure is part of your radiant heat system, which would specifically exclude this from being coveredI apologize you are not satisfied with the outcome of this claimLandmark honestly does our best to cover claims, however we must abide by the contract terms, so as to be equitable to all homeowners As our contractors are our eyes and ears, and licensed and bonded, we must use their professional diagnosis when comparing the failure to the warranty termsThis remains denied Thank you, Candace P***

***, 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 Lanmdark ha snot 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 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 lightlyWe always stick to the contract and and all covered items every time. I see you have requested cancellationWe are sorry to see you goI hope that you find your warranty needs met in one way or anotherThank you, Candace P*** | cp***@landmarkhw.com | Online Reputation Manager

Mr***, I apologize for the frustrating claimYour issue has been reviewed and the following has been determined: I understand that you decided not to renew your warranty on 7/1/You felt that Landmark had not completed the work on an HVAC claim that had been opened before the expirationAccording to the contractor, he was not able to return to your home in a timely manner because you were out of town and would re-schedule when you returnedIn the meantime, your contract expiredYou then continued to have issues with your unitAlthough your contract was expired, Landmark agreed to send out a contractorIf the issue had been the same as before the contract expired, Landmark would cover for the repairsPer the contractor, the issue was completely unrelatedAs explained, Landmark was not obligated to cover this repair because you were no longer a contract holderI am sorry that Landmark was not able to assist youBest wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

Mr***, Recently you have left a complaint via the Revdex.com, in hopes of resolving your HVAC problemI understand heat can make things escalate faster than they would normallyWith that a full review of your claim was ordered You have our Advantage Plan for UtahI have outlined below a few clauses that we ask you pay special attention to in regards to this service requestI do want to apologize for the amount of time it has taken to get this resolvedI see that we are currently at a stand still awaiting a decision from you, with two options presentedThe first being that you can pay to upgrade your indoor unit which our independent contractor quoted $Or you can accept the cash in lieu offer based on Landmark’s costs of $for the Ton Straight Cool Condenser and Labor to install Section ASERVICE OVERVIEW LHW will determine, at its sole discretion, whether a covered system or appliance will be repaired or replacedLHW reserves the right to repair and/or replace systems and appliances with non-original manufacturer parts, including rebuilt or refurbished partsWe are responsible for providing installation of equipment comparable in features, capacity, and efficiency, but not dimensions, color, or brandLHW 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 Section CTO REQUEST SERVICE: LHW will select an independent contractor to perform the serviceUnder circumstances, services will be initiaited within hours after your service request is made to LHWLHW will determine what constitutes an emergency and will make reasonable efforts to expedite service within hoursAn emergency is defined by LHW as failure resulting in : aPlumbing failure that causes interior flooding bComplete loss of heat or A/C and interior home temperatures are below degrees Fahrenheit or above degrees Fahrenheit… Section DTHIS CONTRACT DOES NOT COVER: Consequential or secondary damage, including consequential damages due to a service contractor’s conventional repair efforts of the primary itemFailure to provide timely service due to conditions beyond LHW’s control, including but not limited to, part or equipment delays or labor difficultiesCost of construction, carpentry, or other modifications made necessary by a covered repair or replacement… AIR CONDITIONING* AND HEATING SYSTEM oCOVERED: All components and parts of the following air conditioning and heating systems: ducted electric central air conditioning systems; water evaporative coolers; ducted forced air, gas, oil, or electric central heating systems; electric cable heating systems; air source heat pumps; all mechanical parts thereof, including but not limited to thermostats and accessible refrigerant linesMultiple units coveredEFFICIENCY AND 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: air handling transition; plenum; duct transition; flues; flex piping; refrigerant lines; drain pans and lines; and indoor electrical With all of this being said, I am sorry for the inconvenience this has caused youI know it has been frustratingI have outlined critical excerpts from your contract that indicate that, while this was an emergency and should have been deemed as one, LHW assigned an independent contractor immediatelyWhile all of our contractors are independent of LHW, we cannot control their schedulesLHW recognized the training opportunity for the agents involved in treating the situation with urgency You have stated that what Jessica advised you, does not match what your contract statesIn fact the contract you have quoted matches exactly what Jessica stated to youLHW will only replace/repair what is in failureSpecifically noted within the HVAC sectionIt states “LHW will replace the inoperable unit with one that meets the current federal, state, and/or local government efficiency standards.” The clause quoted, stated that LHW will only replace the inoperable unitWhere your EVAP coil is still operating, this would be considered an upgradeAgain, I apologize for the inconvenienceWe await your decision on how to proceed Thank you,

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Landmark is making me pay for the warranty service because they using the word "upgrade" and considering my A/C system an upgradeI'm being forced to upgrade because the compressor part that requires replacement are no longer availableThe new part that is available would not be compatible, and requires a new A/C system. The contract is not clear, and I am being denied warranty service as a resultI see the contract states that the "air conditioning system" is covered, which covers all of the parts thereinI am being charged $1,because one part of the system broke - and because the industry does not make the part any longer, I am being charged an additional $1,to replace the air conditioning system.Additionally, the contract states "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"In my case, the equipment compatible with the inoperable unit was not available, and LHW did not replace the A/C system.Lanmark's contract is not clear: the contract interchanges the words "unit" and "system" - it says "All components and parts of the following air conditioning and heating systems" is covered, but later on in the contract it starts referring to "unit".I feel this is bait-and-switch warranty service, and I feel strongly it should be evaluated more closelyThey aren't taking any accountability.I ended up paying $3,for a new air conditioning system myself, without going through LandmarkI want a check for $3,from landmark, minus my $deductible.I am happy to go into arbitration
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
John B***

Complaint: ***
I am rejecting this response because:What's broken is *not the radiant heating system, which I understand is excluded from the contractThe broken "evaporator coil" is *not excluded from the contract hence should be fixed. One similar example, in the contract, ”filters“ is excluded, but "fileters" are part of any HAVC systems, you can *not deny the coverage of the other HAVC components because "filter" is excluded.
Sincerely,
*** ***

Complaint:
***
I am rejecting this response because:I'm on my 4th day with no heat and this issue started over two weeks agoThe service provider you sent to diagnose the problems (ECOair) was contacted be Landmark yesterday to come and double check their orginal diagnosis and verfy that the heat exchanger has failedThe owner of ECOair called us and simply said he disagrees with Bills Comfort Systems opinion and stands by his technicianWe asked if there is a test they can run regarding the heat exchanger and his response was yes but refused to send anyone out to do it and was put out by all thisYour asking me to email someone who's prepared to helpYou have both my email and phone numberYou're a service based business and clearly there are many issues whats going on here and your simply brushing me offYour service has not been complete period - including the diagnosis of the problem with the furnceLandmark contracted technicians have not been effective given that the first technician was sent for this same issue weeks ago and he didn't diagnose the failure eitherAs I tried to get him to return Monday, he stated that he was the sole owner and was out of town so Landmark was going to charge me for another service call to have ECOair come until I convinced them otherwiseHas anyone from Landmark followup with any of these technicians? Are you remotely interested in solving this issue? I have to do something immediately as I'm currently heating my home with a small kerosene heater and your not even fulfilling the basics of your committed service to identify what the problem is with the furnaceAt this point, the least you could do is issue me a full and complete refund for your abismal effortsI could have easily spent over $for a cleaning based on ECOair's diagnosis and then still have to replace the furnace due to a bad heat exchangerI glad I at least contacted a contractor that stopped me from making this mistake
***

Complaint: ***
I am rejecting this response because: Your customer service and treatment of this entire issue is and has been completely unacceptable. I would not recommend your company to anyone and I will go out of my way to communicate that to anyone I can
Sincerely,
*** ***

Dear MrB***,
Thank you for giving us this opportunity to
address your concernsIt is my understanding that at this point in time your
drywall repair has been completedWe are truly sorry about the delays involved
with what should have been a simple repairThis has been addressed with
the
contractor involved and they have taken full accountability for their responsibility
in this situation
We have reiterated our expectations to their
management and we have been assured of a much more dependable futureThank you
for bringing this to the attention of Landmark managementWe hope that you
will accept our sincerest apologies and we look forward to providing coverage on
your future repairs
Thank you,
Kristen B***
Public Affairs
***@landmarkhw.com

Complaint: ***
I am rejecting this response because:Your explanation for ONE of my questions: “unit is working as intended for its age” is ridiculousWhat does that mean? You do not cover old A/C units?I still don’t know why you completely omitted the fact that the contractor felt the coiler should be replacedThis lives me to believe that either the contractor or you lied.Your offer of a “second opinion” from another “independent contractor” would have been be acceptableBut the contractor called me to ask which contractor gave the first opinionThen hours late he calls me back to give me the time he would comeIs this what you call second opinion? It would be the reinstatement of the first opinionAnd you want me to pay the $ service call fee? In the light of the contractor’s behavior your statement “As for the service call fee, what I can do is offer to waive that fee if the diagnosis comes back differently” sounds like a jokeNo chance.The way you handle your customers doesn’t meet any decent standardI have no intention to deal with this company anymoreI don’t want any “second opinion! I AM CANCELIGN MY POLICY!
*** ***

Hi ***, Thank you for giving Landmark this opportunity to address your concernsI 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 mannerWe have received your
complaint and will research what occurred during this situation right awayYour feedback is important to Landmark Home Warranty and we do not take this lightly Thank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Hello ***, I am very sorry that you have had such a poor service experienceThis is certainly not the type of experience that our valued homeowners should expectI have sent your concerns to our Operations DepartmentA manager will make sure that your dishwasher issue is resolvedI do see in
our tracking system that a contractor is scheduled for an appointment for this afternoonI will follow this service request and do all I can do provide a positive resolution to your claimPlease don’t hesitate to contact me with any questions or concernsBest wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

***, Thank you for giving Landmark this opportunity to address your concernsI 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 mannerWe have received your
complaint and a complete review has been doneI want to assure you I am an advocate for our homeowners and I will do all I can to assistI must remain equitable to all homeowners which means, that I must follow the guidelines of the warranty I understand that you have paid the contractor for services outside of the warrantyPlease send me that invoice personally so that I can look into reimbursementWe may potentially have normally covered some of those things, and would like to make that rightWhile I cannot guarantee this, I would like to try on your behalfAdditionally I know you are frustrated because Landmark does not cover for the leak detection testAfter the contractor completed the initial repair, the unit needed time to adjust and catch upTherefore there was no way for the contractor to determine if there was a leak at that timeThe second time he was out, not enough time had passed to determine there was a leak in the unitThe third time, he noticed that the level of freon was off, and that there is likely a bigger issueHence the request for the leak detection test Landmark covers for the working and mechanical parts of the HVAC unit, that are listed as covered under the contractIn turn, having the leak detection test could identify a covered item that needs to be replacedLandmark would then compare the professional diagnosis to that of the warranty termsWhile Landmark does not cover for everything, we do cover for the major parts of a covered itemWe do not cover for modificationsOnce you have the leak detection test done, and it is determined where the leak is coming from, you are welcome to ask the contractor what modifications will be needed and the basic pricing of the unitOn average an air handler or evap coil replacement costs about $retailThat is a cost that Landmark significantly decreases for you, as we would pay the majority of this I want to help youI want to extend the life of your unit, and help to add equity to your home by possibly replacing a major component if deemed necessaryPlease reach out to me directly so that I may be able to assist youYou can reach me at cp***@landmarkhw.com Thank you, Candace P***

***, I understand you are frustrated, your complaint warranted a second reviewI 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 to our best to provide every valued homeowners 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 warrantyYou feedback is important to Landmark Home Warranty and we do not take this lightly Recently you spoke with a manager on the floor that took your concerns into considerations and determined that covering for some of these code violations would be warranted Please let me know if you have any further questionsThank you, Candace P***Online Reputation Managercp***@landmarkhw.com

Hi ***, I am sorry that you are dealing with such a frustrating situationLandmark did fulfil the contractThe issue was cleared at the time the contractor provided the serviceHe did the job the warranty coversI am sorry that you are still having the same issuesAgain, per the contract: PLUMBING SYSTEM BUYER’S COVERAGE LIMITS: (4) We clear stoppages which can be cleared with standard sewer cable through an existing clean-out located inside the home without excavationLHW will not be responsible for access to Drain or Sewer Lines from vent or removal of toilet(5) We are responsible for only ONE sewer stoppage clearing per each Main Sewer Line, Secondary Waste Line, or ToiletYour feedback is very important to Landmark Home Warranty and your concerns were 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 homeownersI understand that this has been inconvenient for youWe honestly do our best to take care of our homeownersElise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

Hello ***, I apologize again for this frustrating claim experienceYour check for $was processed on 7/7/and mailed out on 7/11/You should receive it by 7/at the very latestPlease let me know if you have any additional questions or concernsBest, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

*** ***, I am sorry that you have had this experienceI would like to have this researched immediately by our customer service teamI completely understand your frustration and I would like to apologize for itHomeowners are the best catalyst for change and I am thankful you have
given us the opportunity to review your circumstanceMy associate, Candace will be in touch with you after an extensive review of your claims and contract.I have attached a copy of your contract for your reference should you need this Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***