Landmark Home Warranty, LLC

Complaint: ***
I am rejecting this response because:According to my contract it clearly states service paid to contractor when service is provided not before.Your contractor has to respond to service call which he never did after I called him the morning of 3/and left a voice message which was never returned after reading negative feedback on this contractor by numerous people I called Landmark to cancel the service so I would not be charged the service fee because I had to pay in advance which is not what my contract says. When I return back home I will not return to Landmark its funny how the contract is not followed by the one who draws it up.Am very unhappy with the service that I received.
Sincerely,
*** ***

Hello ***, Thank you for giving Landmark this opportunity to address your concernsI apologize that Landmark has not met your expectation of service on this claimI 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 forOur Operations Department will address this situation with the associates and contractors involvedWe sincerely apologize for the delays and the disappointments in service This has been brought to the attention of our Claims Management Department as wellThis situation will be addressed right awayI want to assure you that management is doing everything possible to ensure that our valued homeowners are taken care of within the warrantyWe honestly do our best to provide every valued homeowner with a positive claim experience in a timely manner My department will research what occurred during this situation right awayYour feedback is important to Landmark Home Warranty and we do not take this lightlyWe always seek to provide a positive experience in a timely manner for our homeownersIf you have any questions or concerns, please feel free to reach out to me directlyThank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Thank you for the feedbackYou can find a copy of all warranty terms in your online portal Thank you,

[A default letter is provided here which indicates your acceptance of ArbitrationIf you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID .***,and find that arbitration is necessaryI have attempted to contact someone within the management team at Landmark for over weeks and have not gotten a response or call backSince I am not able to communicate with anyone except for the person I am involved in a dispute with, I wish to proceed with the arbitration. Sincerely,*** ***

Hi ***, I apologize for the frustration with this service requestI understand that it is uncomfortable when it is hotLandmark spoke with the contractor and support his diagnosisPlease refer to the copy of the email below that was sent to you on 7/18/and better explains the issueFrom:
Tiffany N*** Sent: Monday, July 18, 4:PM To: *** Subject: Service Request #*** Hello ***, Your service request has been brought to my attentionI would like to do everything I can in order to assist youAccording to our contractor, *** ***, they stated your unit is working as intended for its ageThey let Landmark know that there is some humidity and this could be due to a cracked drain pan under your air handlerWhat I would be more than happy to do for you, is to send out a second opinion to take a look at your unit once morePlease keep in mind that we do not cover for cracked drain pansIf the diagnosis comes back the same as *** ***, you will be responsible for the cost of those repairsPlease let me know if this is something you are interested inI would be more than happy to assist youMy information can be found below and you are more than welcome to reach out to me by phone or e-mailRespectfully, Tiffany N*** | Senior Claims Manager | Landmark Home Warranty Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

The contract states that Landmark will cover up to $20.00/pound of freonIn this case lbs of freon would be necessary, in which case Landmark will pay $20.00/LB for a total of $Our contract is clear that items under manufacturer's warranty are not covered (D.17)Therefore any
modifications to the unit, in this case a copper modification and exchange fee for compressor would not be covered by the warrantyAs a benevolent decision on behalf of Landmark, we are willing to pay for the labor to complete the compressor exchangeThis would leave your out of pocket expenses at $for the compressor exchangeOnce you agree to these costs, we would be happy to move forward with the repairPlease get back with us soon, so that we may resolve thisThank you,

Hello ***, I am sorry that you are not pleased with the results of your electrical service requestI can understand the frustration with having incurred costs that are not covered under the warrantyIn your rejection response you indicate that no one from Landmark has come to your homeLandmark hired a licensed independent contractor for the service requestThe contractor provides a diagnosis to Landmark for reviewThe diagnosis from the contractor was very clearHe knew what he was looking at and knew it was not covered under the warrantyOur system indicates that you were told on several different occasions that the repair would not be covered under the warrantyAccording to the contractor, you requested he go ahead with the repair while you tried to work things out with LandmarkLandmark had/has declared multiple times that the issue is not covered under the warrantyYou are directly liable for the bill from the contractorThe repair invoice from S & S was thoroughly reviewedIf anything had been linked to a panel, which we do cover, we would have worked up a cash in lieu for the itemsEvery single aspect of the invoice/repair is directly linked to a repair of the main meterAgain, not something Landmark coversWe do understand the bill from S & S is substantialI know it is frustrating to have unexpected costsFrom the point of diagnosis, this service request has been a denialIt is not covered under the warrantyThe repair was not related to a panel but the actual main meterWe do have an itemized list from the contractorLandmark stands by the denialSeveral managers, contractors, and the electrician have reviewed every aspect of your service requestAll of our system notes state that you or your wife were told of the denial multiple timesLandmark does record inbound and outbound phone callsThe contractor completed the work under your direction, and not authorized by LandmarkS & S is an excellent electrical companyThey did the job outside the warranty per your request, and they deserve to be paid for the workOur most recent system records indicate that S & S is waiting to be paidThey have verified that you agreed to pay them, they completed the repair outside the warranty, and billed you, the homeownerAgain, I understand that you feel frustrated and want Landmark to cover for this repairIt remains a denial and the service request is closed and marked complete by denialWe have completed a thorough review and will not reopen the service request at this pointWe do make sure we follow the warranty and provide equitable service for every valued homeownerI am sorry this did not meet your expectationRegards, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

Hello ***, I apologize for the frustration regarding your pool claimsI assure you that you are a valued homeowner and we will get this issue taken care of right awayThe claims are currently being researched and we should have a resolution for you shortlyPlease don’t hesitate to contact
me directly if you have any questions or concernsI am happy to helpBest wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

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,
*** ***

Hello ***, I apologize that it has taken a bit of time to approve and process your cash outI know that having unexpected costs is very frustrating and we honestly do our best to take care of our valued homeowner’s in a timely mannerOur system records indicate that you were notified on 10/14/that your CIL was processed and you can expect the funds in to daysIf you have any questions or concerns, please do not hesitate to contact meBest wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty ***

Dear Martee O***,
An AC tuis a specialty service with a list of specific
maintenance items included, which can be viewed here: http://www.landmarkhw.com/Warranty/air-conditioner-tune-up.aspx
Regardless of the time frame in which it was performed, an AC tuwould not have provided
coverage for a system failure
As a one-time courtesy, I am willing to review the invoice
from the out-of-network contractor for a possible reimbursementIf the
completed repair aligns with Landmark’s coverage guidelines, I will be willing
to provide a reimbursement in the amount of Landmark’s costThe cost to
Landmark for an HVAC repair through *** *** *** *** *** would have been
$and then the homeowner would have paid a $service fee directly to the contractor
If it is a covered repair, the $is the most I could provide since Landmark
was not given the opportunity to provide services, as required for every other
claim
If you are not satisfied with this resolution, your contract
is in renewable status since a full year of coverage has been provided, and if
you elect not to renew your contract will cancel automaticallySince Landmark
has honored coverage for a full year, as guaranteed by the contract, I will not
be able to provide a contract refund
We appreciate the opportunity we have been given to address
your concernsLandmark will be taking the feedback provided into consideration
for future contract review in order to continuously provide fair coverage to
all of our customers and increase customer satisfaction
Thank you for your time,
Kristen B***
Public Affairs
***@landmarkhw.com

Hi ***, I would like to sincerely apologize for this experience with LandmarkI can certainly understand the frustrationI would like to provide the resolution you have requestedIf you would please provide the invoices/receipts to me ASAP I can review them and get your refund processedWhile
we always seek to provide as positive service experience in a timely manner, sometimes our best fails, as in this caseI will take care of you right awayI appreciate your patience and willingness to work with me directlyI look forward to hearing from you soonBest wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

3/29/Mr***, Thank you for giving Landmark this opportunity to address your concernsI have received your complaint and have researched what occurred during this situationOn 3/22/we received a service request from our online portalYour claim was submitted to a contractor that same
dayYou stated that the issue was: “Furnace for the upper level starts and motor runsHowever, it blows regular air not hot airI think the igniter doesn't start or it might have open limit switch problem.” You indicated that the unit was a Trane, Model: TUE080A936K*** Heat & A/C was assigned to the dispatch ticketAn appointment was set for 3/25/Because the contractors are our eyes in the field we go by their diagnosisOur contractors are vetted by our field managers and are very skilled in their jobsI see that you did provide the $service call fee for the diagnosis of the unit per you warrantyThank youThe contractor called in his diagnosis on 3/25/and his diagnosis was as follows: Known Condition: No Failure due to Wear & Tear: No Worth the repair: Yes Did contractor take pictures: Not of the unit, yes of the filter Parts under Manufacturer Warranty: No Diagnosis: bad furnace control, just the control board needs replacedThe filter has not been changed in months & caused the unit to overheatHe will provide pictures of the filterI let him know that we will be denying this claim due to the contractors diagnosis that it was not wear and tearHe did send pictures of a very dirty filterBrand Name of Existing Main Unit: Trane Model # of Existing Main Unit: TUE080A936KSerial # of Existing Main Unit: *** MiscPart Description: CONTROL BOARD In your warranty it states: Under A) A Service Review # 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 ContractUnder Section D) This Contract Does Not Cover: # Failure to Clean or Maintain, Improper Previous or Attempted Repair, Routine Maintenance, Odors, Noises, Damage due to Pests or Pets, Neglect, Misuse, Abuse, Missing Parts, or AdjustmentsI do understand that it is very frustrating to find out something is not coveredWe always stick to the contract and all covered items every timeUnfortunately this repair was not covered under the warrantyI do apologize that we were not able to provide the solution you were seekingI want you to know that you are very important to us as a Landmark Home Warranty customerYou are very welcome to contact me directly with any questionsThank you, Elise N** | Online Reputation Specialist | Landmark Home Warranty ***@landmarkhw.com

Sorry I missed "What's the next step"Here is my answer: reimburse the cost of replacing the covered evaporator coil since we will be getting separate contractor to finish this task

Complaint: ***
I am rejecting this response because: I accept the refund of $for the service call. I will accept the resolution once the work has been completed. We are waiting on a part that was ordered on Friday. As of the end of day Monday, July 11, the part was not received and thus not installed.
Sincerely,
*** ***

Ms***, I reviewed the system notes and discovered that your complaint stems from a service request set up last August for a shaking and hammering noise coming from your water heaterWe sent a company out that was able to replace the fill valve and flapper on the toiletThe Plumber indicated
that the hammering/shaking came from the stoppage with the toiletThe plumber indicated that while he was on site he did not hear any noiseHe did indicate that the water heater was old, but that it was still working at that timeThe service request was considered completed at that timeIt went into completed status but did not move to closed status as we wait to hear from the homeowner before we close it outLandmark did not hear from you again until May of this year when we had claims managers following up on old claims that were still showing up in the systemI see that you were contacted by a Claims Manager asking if the previous claim had indeed been handled to your satisfactionIt was indicated in the phone call on 5/19/that the water heater still shakes but that if you run your water slowly, the water heater does not shakeI want to apologize that you have gone all this time with a continuing issueIf Landmark had been contacted anytime over the last months, we would have sent a plumber right outI understand that in speaking with the claims department, it was suggested that you would need to again pay the $service call fee due to the amount of time that has gone byI am waiving the $service call fee and will set up a new service request to have a new plumber come out and look into the shaking issueIf I understand correctly, the water heater is currently workingMeaning water is still being heated and coming through the pipesIf there are any addition issues relating to the shaking water heater that you would like for Landmark to look into, please contact our claims department ASAP (###-###-####) and have the concerns added to the service request # ***Please contact me at any time should you have questions or concernsThank You, Elise N** | Senior Reputation Specialist | Landmark Home Warranty ***

* *, I appreciate you reaching out to Landmark to address your concernsA full review of your claim has been completed, to further understand your frustrationI know you are hoping to get an amicable solution to your current problemLandmark must remain equitable to all homeowners, and in
doing so must follow the terms of the warranty as they are written In the complete review of your claim several things have been taken into considerationThe first being your complaint and what you have advised, but most importantly, we must determine coverage based on the model number that was provided by the independent licensed professionalThe model number that was provided of your current existing unit is JE1860SH001, for a GE microwaveThe link will show you the microwave and the descriptionhttp://products.geappliances.com/appliance/gea-specs/JE1860SHThis link states that the microwave you currently have is a GE Counter Top MicrowaveLooking at the features built in capability is not listed, though in the appearance field it does state that you can purchase a trip kitIn your circumstance, you do have a trim kit on your unitLandmark does not cover for the trim kit. The cash in lieu that was offered to you, and accepted by you, is comparable in features and capacityEssentially they are built the same with minor differences in appearanceI have provided the link for you here: http://www.homedepot.com/p/GE-2-0-cu-ft-Countertop-Microwave-in-Black-JES2051DNB...⇄ as such, the cash in lieu will not be increasedThe cash in lieu is final Landmark has remained contractual through this transactionI am sorry you are not happy with the turn out of your service requestThe cash in lieu is more than fair and includes laborThese amounts, as disclosed in your contract are at Landmark's rates, and not necessarily retail Thank you, Candace P***

Complaint: ***
I am rejecting this response because: the first contractor *** *** Cospecifically told me that we need to replace the whole unitHe told us that Landmark is going to refuse covering the whole replacement but he recommends we use the money to buy wall units and then as we have more money, we can replace the entire unitHe told us it was a waste of money to just replace the evaporative coil because we would soon end up having to call Landmark again to replace the other worn out parts and that freon for the Runit would no longer be availableMy husband was present during these conversationsPlease reach out to *** *** Co, and talk to this contractor directlyWhat you see in your system is significantly different from his strong recommendation to us that we replace the AC unit immediatelyMy concern is that Landmark's contractor is telling me one recommendation and also telling me that he cannot ask Landmark to replace the unitApparently, contractors are evaluated upon the expenses they incur for Landmark per service request and the contractor has an incentive to reduce Landmark's expensesI am not a contractor myself, but that is what I have been told by the contractors who have come out here to look at the unitAs you know, as of today I have had five separate contractors out here -- two of whom were Landmark's, and the consistent opinion has been that the freon will no longer be available for the Runit, and more importantly, the evaporative coil is damaged and the other parts of the unit are damaged as well to the point that replacing the evaporative coil is a only a very short-term solution and a very futile solutionI am sorry if I am coming across as frustrated or upsetI know you are just doing your jobBut as a customer, I expect a duty of basic care, basic sense of honesty and truthfulness Why would *** *** Cotell me to just buy a few wall AC units for now to deal with the heat, and then later when we have saved up enough, to replace the entire central AC unit, at our cost without involving Landmark? Also, I later called them to get a copy of the itemized list that he sent to Landmark so that I can compare it with the estimates given to me by other contractors, and *** *** Corefused to give me a copyI understand that in a sense, *** *** Cohas contractual obligations to Landmark, but at the same time, I paid for the warranty, for the service request, and for the leak test, so naturally I expect to be able to put some confidence in the contractor's recommendationsAlso, I am disappointed by both the failure of Landmark and *** *** Co for not telling me about the option of using the soap and bubbles test before I paid $for an unnecessary electric device test for the leak --> Please check your company records for the email sent to me representative Caitlin D***. It is unethical for Landmark's contractors to tell me that we need to replace the whole unit and then turn around and produce an itemized list for Landmark saying that the real emergency leak is in the evaporative coil What happens after *** *** Co replaces the evaporative coil and then something else wears out? How many times do I have to keep paying for service requests and overpriced electronic device tests to replace one small part at a time? Both Toshua from *** *** Coand Lavelle from *** (both Landmark contractors) told me that the whole unit needed to be replaced because of the R phase out problems Though the immediate leak was found in the evaporative coil, the whole unit has other functional issues *** *** Cospecifically told me that he recommends that we save money to replace the whole unit because if he just replaced the evaporative coil, he is going to be called back to fix something else very soon.All the three independent contractors told me that given the cost of replacing the evaporative coil and the Rphase out issues, and the other wear and tear in the AC and furnace unit, we need to replace the entire unit I have always told Landmark that I understand that the contract does not cover access or code issues But what is the reasonable cost of the AC unit? I already provided Landmark with the estimates I received in the $to $range If you have contacts with contractors who are able to sell us the AC unit at a lower cost, then let me know Contractually, Landmark should purchase the AC unit for us or give us the replacement cost I am not even asking for the furnace unit which I already told you is not working as well I don't feel comfortable paying for additional service requests and additional tests to Landmark contractors who are going to tell me to buy wall units instead of finding a solution to promptly fix the central AC unit I stand by my claim that Landmark needs to either provide a replacement AC unit or provide a cash pay out for the AC unitOnce again, so far, I have not asked for the furnace unit though I believe that we are contractually entitled to that amount given the information I have received from the independent contractors More importantly, I have never asked for the cost of the access or code issuesIf you feel that $is too high an amount for the replacement AC unit, then provide me an alternate estimate for the AC replacementas you said, contractors are your eyes and ears Call *** *** **and ask him if he told us to just buy wall units and to save up the money to replace the Runit apart from Landmark? Also, keep in mind, that all three of the independent contractors --- *** *** *** *** ***, *** *** ***, *** *** ***, who each visited our home at different times and independently examined the unit told us that the unit needs to be replaced I feel that a fraud has committed against me as a home owner by the contradictory information given to me by *** *** Coand Landmark specifically about the reason for the AC not cooling and what needs to be done to fix it Landmark is telling me to trust its contractors, but its contractors are telling me one thing and telling Landmark another thingThis is not right.Sincerely,
*** ***

***, Landmark remains within the contract terms so as to be equitable to all homeownersThe first contractor reported to Landmark that there was no failure with the systemThe second contractor reported again, no failure with the systemAnd finally one of the contractors determined that
the compressor was in failure, however that it was likely preexistingUnder the terms of the warranty we do not cover for preexisting conditionsYou can find the specific clause in section A number and 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 "*" LHW will repair or replace covered systems and appliances whose malfunctions, defects, and improper conditions precede the effective date of this contract, including subsequent repairs re2questied 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 datebThe 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 even the inspector notes recommend further evaluation by a trade specific professional, coverage may not apply Where a home inspection was not provided preventing Landmark from overturning the denialThis remainsIn regards to your request for reimbursement, Landmark will also follow the warranty termsSpecifically Section BTo Request Service, number 13. In some instances, LHW wmay 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 Landmark continues to remain within the warranty terms Thank you

Complaint: ***
I am rejecting this response because: Do evaporate coil cleaning monthly or monthly? no one would do this as routine maintenance Fine, I got your attitude now If Landmark don't want to do it, it is so easy to find reasonsI really should not expect Landmark at first place. Good bye!
*** ***