Landmark Home Warranty, LLC

Complaint: [redacted]
I am rejecting this response because:The Landmark misrepresented my position which is all about the work - needed and justified or not needed and not justified by code/manufacturer requirements, and not about the cost and prices their contractors have.The two contractors presented different work items as not covered by Landmark. This fact alone should serve as a proof that their demands are not justified. As I have mentioned earlier the demands of the first contractor were completely false and I have proved it beyond any doubts. The second contractor did not specify what the justification of their demands is.If these items are required because my current installation does not satisfy any standard codes or manufacturer requirements, I demand Landmark to provide the articles of these codes/manufacturer requirements so that I could verify them. So far Landmark has not presented me with them.If my installation does not contradict to any code/manufacturer requirements and:a)      If these items are optional – I should not be forced to accept them and to pay for them;b)      If these items are required by standard procedures of water heater replacement – they should be covered by Landmark.I believe we exhausted all the possibilities the Revdex.com is able to provide to resolve this issue. Please save my negative review about Landmark Home Warranty, LLC and close this case as unresolved.Thank you,
Sincerely,
[redacted]

[redacted],   We are concerned that you have had a negative experience with Landmark. It is my job to be sure we are representing the warranty in the most equitable way possible, while following the guidelines strictly. Attached is a copy of your warranty for you reading.   After a careful review of your Revdex.com complaint, I understand you are upset that we will not reimburse you for the hydro jetting of your line, as well as the way Madison handled your manager call. I am very sorry you were not satisfied with Landmark’s service.   In reviewing our contract, in connection with your complaint, it has been determined that we are unable to reimburse you for the hydro jetting. You currently have the Essential Plan with Landmark. Under Plumbing System for that contract it states under exclusions, “Stoppages caused by collapsed, damaged, or broken drain, vent or sewer lines outside the home’s main foundation; stoppages or breaks caused by rots; stoppages that cannot be cleared with a standard 100-foot sewer cable, even if within the home’s main foundation; hydrojetting unless additional option is chosen (Advantage Plan);…” In your conversation with Madison you stated that the line had to be hydrojetted as it could not be cleared with a standard cable. Unfortunately without upgraded coverage I am unable to reimburse for this.   As for the way your manager call went with Madison, we recognize that she could have been more empathetic in explaining your coverage. We want to apologize for this experience. The service fee is usually due prior to service, regardless of the outcome of your service request. In this circumstance, we will refund the service fee back to you. In order to do so, please confirm the property address we can send the check to. You will receive this check within 10-14 business days once processed.   Please let me know if there is anything additional I can assist with.   Thank you,

Hi [redacted],I apologize for the frustrating situation you had regarding your recent A/C claim. I assure you that your situation and experience with the contractor will be reported to our contractor relations department for review. I am happy to research your claim experience and work toward a positive...

resolution. If you would please contact me directly and provide me with a copy of your invoice, I will see what I can do right away. Thank you,Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Dear Ms. P[redacted],
Thank you for giving us this opportunity to address
your concerns. It is my...

understanding that you were requesting that Landmark Home Warranty cover the out-of-pocket
costs associated with your HVAC repair. Please allow me to explain the assistance
that Landmark has provided and the current status of this claim.
At this point in time three different HVAC contractors
have provided a bid and/or assessment of the condition of your HVAC system. The
first in-network HVAC contractor provided the diagnosis that the evaporator
coil needed to be replaced, with the replacement, the duct work and piping
needed to be modified for the new equipment to fit the old equipment.
However, because the out-of-pocket costs were a
concern, Landmark approved a bid from an out-of-network contractor, selected by
you. When this contractor refused to work with a home warranty company,
Landmark assigned a second in-network contractor to provide a diagnosis. As a
courtesy to you, we tried our best to find a contractor with the lowest priced
modification costs.
At this point in time the Landmark service department has
confirmed that a successful repair was completed by the second in-network HVAC
contractor that was sent to your home. Their diagnosis stated that the unit was
6 lbs low on Freon but they could not find a leak so they added leak stop
before refilling the Freon. No out-of-pocket costs were required.
Please be advised that leak stop is not always a
permanent repair and that an evaporator coil replacement may still be needed in
the future. If the replacement is deemed necessary, there could be
out-of-pocket costs associated with the repair, however, I believe that
Landmark has shown they will go above and beyond to work with our customers to
make those costs as comfortable as possible.
Home warranties
are meant to be a cost saving coverage
for homeowners, so that they do not have to pay retail pricing for home systems
or appliance repairs. However, home warranties, like other insurance entities,
do have exclusions that are the responsibility of the contract holder. Landmark
attempts to be as transparent as possible about our exclusions in order to
provide fair coverage to all of our customers. HVAC Modification costs that you
referenced in your previous communication were pertaining to R410 HVAC
equipment, and repairs made to update older R22 equipment to current regulation
standards. We are sorry if there was a miscommunication, but the circumstances
of your claim do no qualify for this exception.
Modifications are not covered by Landmark. 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.”
I hope this
helped explain what occurred and the coverage that Landmark has provided. We
are very glad to know that your unit is working to your satisfaction at this
point in time! Hopefully all of your concerns have been addressed but if you
would still like to discuss the specific details in the contract in regards to
AC modifications please email myself directly at [redacted]@landmarkhw.com and I will be more than willing to
address your concerns.
Thank you,
Kristen B[redacted]
Public Affairs

Hello [redacted], I am sorry to hear that your experience with the contractor was so poor. That is not the type of experience we want our valued homeowners to have. Thank you for taking a minute to provide Landmark Home Warranty with this feedback. Your feedback is not taken lightly. Your feedback is the beat catalyst for change. This situation has been brought to the attention of our Contractor Relations Department. They will address this situation with the associates and contractors involved. 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. We always seek to provide a positive experience in a timely manner for our homeowners. I do understand that you prefer to not be contacted by Landmark again. I am sorry that it has come to this. I do understand that the frustration from this experience has led to this decision. I have noted in our system that you have requested to not have any direct contact. I have removed you from our automated email system. Should there be any additional contact issues, please feel free to contact me directly. I will do everything I can to assist you. If you have any questions or concerns, please feel free to reach out to me directly. Thank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Landmark uses the business definition of consequential and secondary damage. 'Consequential damage: those damages or those losses which arise not from the immediate act of the party, but in consequence of such act. Secondary Damage: Additional damage caused by the initial or primary damage or failure.  While Landmark understands your position, we must uphold the warranty terms so as to remain equitable to all homeowners. All of our contractors are licensed and bonded, so as to protect the homeowner directly.  The only offer that will be given is a cash in lieu offer of $844. The offer stands a benevolent decision from Landmark, as it would remain an exception.  Thank you, Candace P[redacted]@landmarkhw.comCustomer Relations Manager

Complaint: [redacted]
I am rejecting this response because:I didn't really want to reject this response. Landmark has reached out to me, requesting some more personal information.I provided that information on Aug 10, and since then I'm waiting for their response. I don't want to close the complain yet, I just want give them some more time to respond, but I didn't see an option for that in the system.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I requested an alternative contractor be assigned to my claim. You refused. I already have code abiding modifications on my current water heater. They are 4 months old and in perfect condition. There is no need for the contractor YOU assigned to replace them for an 800% mark up. I contacted the plumber directly today 1/20/17 and was rudely yelled at, refused service because I couldn't be available for their next open slot and hung up on. If these are the contractors you "vet" prior to sending them to my home. I seriously doubt the capabilities of their work or my own personal safety for that matter. The two men that came to my house, yes I said 2, were not professional or courteous in the slightest. If I had upset them they could've quite easily overthrown me. I called you guys immediately after the plumber hung up with in me and notified you of the incident. Your response "then you'll have to pay another $60 for another contractor to be sent out." YOUR contractor refused to do the work, and I have to pay? That makes no sense. You are incapable of providing services with professional contractors. I have accepted the cash out offer and am pursuing legal help, as you and your contractor are leaving a family with 2 small children with no means to hot water. I am hand washing clothes in my sink by boiling water and am bathing myself from the same sink because I can't bath in my shower without freezing. With temperatures below freezing outside that would not be healthy for myself or my family. I have to somehow figure out how to replace my heater with the $390 you provided. Just because YOU can get the highly discounted BULK price for a comparable water heater. Doesn't mean I can!!! I purchased the warranty for piece of mind incase of unexpected events  and was thrown out, high and dry. Out of pocket, with nothing other than your sorry excuse for a payout. im pretty sure "piece of mind" almost put me in the hospital with the unnecessary stress I have endured from your company. I want to end my contract with you, but am pretty sure there will be a cancellation fee of some sort, enduring more stress. Thus I will let it lapse. Since writing this response I have received 2 calls from Landmark. other than responding to this complaint with the Revdex.com, you  no longer have permission to contact me directly. You may go through a third party with any further requirements needed from my part. This way I can guarantee the information to be necessary.
Sincerely,
[redacted]

[redacted], I'm sorry to hear of this experience. It is not the time frame that is intended for service requests. Unfortunately, the warranty does not control our contractor's schedules. When it is out of our control, we do seek alternative options to assist you. I see that we have approved you to...

work with an out-of-network contractor to be able to service you sooner than the original contractor that was assigned.   I have just left you a voicemail to go over the details of this process. I also sent you an e-mail with the information as well. We do ask that you call the contractor to coordinate on a good time for them to go out for diagnosis. Once they have diagnosed your unit, we do ask that you call Landmark to inform us of the details. This is to determine coverage so that you are aware of what will be covered and what will not be. This is also to be sure you will be reimbursed for the covered repairs.   If you have any further questions, you can reach out to me directly at [email protected], or reply to the e-mail I sent you.   We appreciate the time you have taken to give us your feedback and I hope to be able to get your service request moving forward as intended.   I look forward to working with you.   Respectfully,   Tiffany N[redacted] Customer Relations Manager

Ms. [redacted], I appreciate your feedback regarding your service request number [redacted]. I have been able to research the claim and I believe that I can clarify why the service request was denied. When the initial call was placed it was noted that you did state that there were gas leaks in several lines....

Landmark did send out a contractor and he was able to find leaks in the lines. He believed that the lines had the leaks for some time and that they were preexisting before you purchased the home. Your home inspection was reviewed and the gas lines to the different systems had never been checked per the home inspection. The issue was deemed a preexisting condition per the warranty. The warranty states: A.     SERVICE OVERVIEW #2 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 chosen. Systems 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 Option. b) Were properly installed and in good and safe working order on the Effective Date of this Contract. c) Have become inoperable due to normal usage after the Effective Date of this Contract. d) Are reported during the term of this Contract. #3 This Contract does not cover defects known prior to the Effective Date of coverage. Known defects are excluded from coverage until proof of repair(s) is received by us. We provide coverage for unknown conditions if the condition would not have been detectable by the Buyer, Seller, or Agent through visual inspection and simple mechanical test. For example, a simple test would be visual inspection of a heat exchanger for cracks or a carbon monoxide test. B.     TO REQUEST SERVICE #5 Each Service Request placed will pertain to items of one trade, and one trade only; items opened within the same Service Request will be subject to a $60 Service Call Fee…., Service Call Fee is due whether service is covered or denied. #6 To ensure you receive reputable and unbiased service, we have built an extensive network of Independent Contractors who provide service to our Contract Holders. Our network, however, is not all-inclusive for every trade, in every town. For that reason, we may authorize or require you to contact your own Independent (out of network) Contractor directly to obtain service. If so, a Customer Care Representative will provide you with Independent Contractor requirements. LHW 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. AIR CONDITIONER/COOLER*   COVERED: Electric Central Air Conditioning including Condensers, Evaporative Coils, Compressors, air handler, and leaks in accessible Freon Lines, Electric Wall Air Conditioning, Water Evaporative Coolers, and thermostat. EXCLUSIONS: Gas Units, Filters, Dampers, Maintenance, Cleaning, Noise, Condenser Housing, Pads, Water Towers, Water Trays or Drip Pans of any kind, Roof Jacks & Stands, Improperly Sized Systems or Systems with Mismatched Capacity per Manufacturer’s Specifications, Inaccessible or Not Visible Coil Lines, Zone Control Systems, Chillers, Pre-Coolers, Freon Recapture/ Recovery or Recharge.   Ms. [redacted], It is clear that this issue is important to you. I think I would be frustrated with the situation as well. I hope this information helped clarify why Landmark will not be able to provide the repairs. Your understanding of the coverage provided by Landmark Home Warranty is important to us. Please contact us directly if you have any additional questions or concerns. I assure you that your feedback is important to Landmark. Your concern was not taken lightly. We always stick to the contract and all covered items every time. We follow the procedures with each of our homeowners. Landmark seeks to always create a positive claim experience in a timely manner. We follow the guidelines of the contract as to be equitable to all of our homeowners. I 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 expect. We know it can be frustrating when something is not listed as a covered item under the warranty. I understand that this has been inconvenient for you. We honestly do our best to take care of our homeowners. Best wishes, Elise N** | Senior Reputation Specialist | Landmark Home Warranty [redacted]

Hi [redacted],I apologize that your service request did not meet your expectations. I do understand that it can be frustrating to have extra costs that you did not expect. We know it can be frustrating when something is not listed as a covered item under the warranty. I understand that this has been...

inconvenient for you.Your feedback is important to Landmark. Your concern has not been taken lightly.We always stick to the contract and all covered items every time. We follow the procedures with each of our homeowners. Landmark seeks to always create a positive claim experience in a timely manner. We follow the guidelines of the contract as to be equitable to all of our homeowners.Per the contract:CONTRACT (DETAILED CONTRACT COVERAGE AND LIMITATIONS)**If the part or service required does not affect the functioning of the working unit, it is not covered. This contract covers only the items mentioned as covered and excludes all others. Coverage is limited to one system or appliance (unless specifically noted or additional options purchased). Please refer to the Exclusions. You did purchase a Deluxe Package with Landmark Home Warranty. Your service request was reviewed under the follow sections of the warranty. The coverage for appliances is as follows: APPLIANCES COVERED: Dishwasher, Garbage Disposal, Trash Compactor, Oven, Built-in Microwave, Range/ Cooktop, Kitchen Exhaust FanEXCLUSIONS: Pans, Trays, Lights or Light Sockets, Baskets, Buckets, Rollers, Racks, Handles, Door Seals, Runner Guards, Shelves, Interior Linings, Timers & Clocks (that do not affect the heating or cleaning operation of the unit), Knobs, Rotisseries,Meat Probes, Portable or Countertop Microwaves, Trim Kits, Halogen Units, Refrigerator/Oven Combination Units. BUYER’S COVERAGE LIMITS: Electromagnetic Induction Cooktops replaced with Builder’s Standard when necessary. $1,000 maximum to diagnose, repair, or replace microwave/oven combination units.SELLER’S COVERAGE LIMITS: $1500 maximum Contract Limit per Listing Coverage term. All other exclusions and/or limitations apply.It is noted that with the Deluxe Package, you have refrigerator repair included. This includes the following:KITCHEN REFRIGERATOR COVERED: Mechanical components and parts, which affect the operation.EXCLUSIONS: For Kitchen Refrigerator, Built-in Refrigerator, and Wet Bar Refrigerator. Refrigerant Recapture/Recovery/Recharge, Touch Pad Assembly, Plastic Mini Tubes, Ice Makers, Ice Crushers, Beverage Dispensers and their respective equipment, Interior Thermal Shells, Racks, Shelves, Removable Buckets and Trays, Food Spoilage, Trim Kits, Ice Maker Water Line, Freon or Coolant.LIMITS: $1,500 maximum to diagnose, repair or replace Kitchen Refrigerator or Built-in Refrigerator. $500 maximum to diagnose, repair and/or replace Wet Bar Refrigerator. I can understand that it was frustrating to find out that the ice-maker would not be covered. It is clearly stated as an exclusion in the warranty.I am sorry that your claim did not go as expected. Again, we follow the guidelines of the contract as to be equitable to all of our homeowners. I understand that this has been inconvenient for you. We honestly do our best to take care of our homeowners.Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Hello [redacted], Please accept my sincere apology regarding your poor claim experience. This is not the type of experience our valued homeowners should expect. Your concern is not taken lightly. We honestly do our best to provide every valued homeowner with a positive claim experience in a timely...

manner. At this time an Operations Manager and a Regional Contractor Representative are working very hard to get a contractor from your area out to you right away. I assure that this is being expedited. I want to assure you that management is doing everything possible to ensure that our valued homeowners are taken care of within the warranty. Your feedback is very important to Landmark Home Warranty and we would like to be able to provide a reasonable and appropriate solution. You are very important to us as a Landmark Home Warranty customer! If you have any additional questions or concerns, please reach out to me directly. Thank You, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

[redacted],   I am sorry for this frustrating experience you’ve had with your drain line stoppage. The representative the contractor spoke with asked if the line could be cleared inside of the home in hopes to cover the clearing for you. In your statement, you stated that you did advise the...

contractor that was not the route you wish to proceed in. As the owner of your home, it is ultimately your decision on how to move forward with repairs for your home. Therefore, your line was cleared from the outside of your home’s foundation.   The warranty’s guidelines state that we will cover the covered items located within the perimeter of the home’s foundation. Per my e-mail you had reiterated, the stoppage was located outside of your home.     “A. Service Overview 2. LHW will repair or replace systems and appliances mentioned as covered that: a. Are in proper working order on the effective date of this Contract. b. Have become inoperable due to normal usage after the effective date of this Contract and are reported during the term of this Contract. c. Are properly installed and located within the perimeter of the main foundation or detached garage, except those noted with an “*”.”   The service call fee is due in order for the contractor to go out to your home to diagnose your issue. It would not be refunded if the claim was denied.   As for the lack of follow up, the department has already been notified to implement the proper training. It is not the service we expect to provide for our homeowners. In the event such as this, you can call into the office. Any representative will be able to assist you or direct you to one that can. Your reviews were also replied to on the same day they were posted.   If you have any further questions or concerns, please let me know.   Respectfully,   Tiffany N[redacted] Customer Relations Manager [email protected]

Hi [redacted],   I appreciate you taking the time to provide me with your side of the experience. I sincerely apologize for the frustration. I do understand why you are not happy. I would want a second opinion as well. At this time, I can arrange for a second opinion and I can cover the cost. If...

the diagnosis is the same, it will remain a denial. If this is something that you are willing to allow, will you please let me know? I am sorry that this has been lengthy and frustrating. I look forward to hearing from you. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

[redacted],   As you are aware this has been reassigned to a different contractor. The appointment from my understanding is today. Please let me know how that goes so I can expedite things as quickly as possible.   Thank you,

Mr. [redacted],I regret to inform you, but unfortunately Landmark only offers one pest control treatment per warranty term. Because of this we are not able to open any recalls or do a respray for treatments. You 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 warranty. We will not be refunding your $60 service call fee. The contractor did fulfill his obligation by providing a service to you. I am sorry that this service call did not meet your expectation. Your concern was not taken lightly. We always stick to the contract and all covered items every time. We follow the procedures with each of our homeowners. We follow the guidelines of the contract as to be equitable to all of our homeowners. Again, I am sorry that your claim did not go as expected. I understand that this has been inconvenient for you. We honestly do our best to take care of our homeowners.Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Hello [redacted], I understand that you are frustrated with the results of service request number [redacted]. I am sorry that Landmark did not meet your expectation for this claim. Landmark contacted you on 5/5/2016 with a request for additional information. We have not heard from you and have not received...

any information requested to proceed with the review of your claim. From: Tiffany N[redacted] Sent: Thursday, May 5, 2016 5:40 PM To: '[redacted] Wu' <[redacted]>Subject: RE: Service Request #[redacted] Hello [redacted], I apologize for the delay in my response. According to Zillow, your home is currently 1700 SQ FT. According to the information that has been provided to you by our contractor, your home would take a 4 ton or at most a 4.5 ton. Do you by chance have a copy of the load test? I would be more than happy to look that over for you. The reason I ask for a break down is to compare the diagnosis. Landmark follows our contractor’s professional opinions and our decision is made according to their diagnosis. I understand there may be times they may have misdiagnose the issue, and we want to make sure the diagnosis is correct and accurate. If you feel this is unnecessary information to provide I will not be able to reconsider our offer. At this time, Landmark’s final offer will be the $250.00 that your No Fault coverage will help to cover this repair. Respectfully, Tiffany N[redacted] | Senior Claims Manager | Landmark Home Warranty If you would please provide the above information, Landmark can proceed with the review of your claim. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [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 warranty. Sincerely,
[redacted]

[redacted] and [redacted], Your Revdex.com complaint has been received and reviewed.  Your claim and phone calls have been reviewed regarding this complaint. Unfortunately, [redacted] did mention that the leak was listed on the home inspection, and for this the Claims Manager should not have opened the...

service request, as we do not cover for preexisting conditions. For this reason, we will refund the service call fee of $60.00. You can expect your refund to arrive within 4 to 10 days. Landmark Home Warranty understands your frustration and we hope to constantly improve your experiences with us. We appreciate your feedback and do not take it lightly. Please let us know if there is anything further we can assist you with. We are always happy to help. Best wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Hi [redacted], I can empathize with your frustration. It is difficult to find out that your expectation of service cannot be met. Your home inspection report was reviewed. In the report it specified the unit was in “marginal condition” and it was indicated that the unit was “beyond design life”. The additional notes state; “Unit is functional at time of inspection, however, unit is beyond typical design life of 15-20 years. This unit is 29-30 years old. Unit is extremely dusty/dirty. Recommend service and cleaning to maximize life of unit.” The unit is indicated as not being properly maintained by the inspector. I understand that you provided invoices from a contractor. The invoice indicates the work was done after the purchase of the warranty. The warranty does not cover for preexisting conditions. We can recommend some contractors that can help you repair the issue outside the warranty. The Operations Department has reviewed the denial of your claim. Unfortunately, it is still a denial. I am so sorry that I am not able to do more for you. We always follow the contract so we can be equitable to our valued homeowners. Best wishes, Elise N** | Senior Reputation Specialist | Landmark Home Warranty [redacted]