Landmark Home Warranty, LLC

Thank you for the response. Landmark remains within the contract terms that have been provided to you. Landmark will not change the contract terms for one homeowner as we are bound to the contractor to be equitable in all homeowners. As you have been provided these contract terms there is nothing further we can do. C. TO REQUEST SERVICE 4. Under normal circumstances, services will be initiated within 48 hours after your service request is made to LHW. 9. In the event of an emergency, LHW will make reasonable efforts to expedite service within 24 hours. An emergency is defined as a failure resulting in: a. Plumbing failure that causes interior flooding b. Complete loss of heat or A/C in extreme temperatures, as defined by LHW ( over 90 degrees in the home for over 24 consecutive hours) c. System or appliance failure causing ongoing secondary damage to home d. A condition that immediately endangers health or safety e. A condition that interferes with healthcare support for occupants f. No electricity, gas, water, or toilet facilities to the entire home. 10. If you should request us to perform a non-emergency service request outside of normal business hours, you will be responsible for payment of additional fees, including overtime. 13. In some instances, LHW may offer you the option of finding your own contractor to provide diagnosis and possible subsequent repair. In this instance, your contractor must provide a diagnosis and itemized bid to LHW before any work is performed. LHW will not reimburse you for services performed by your own contractor without prior authorization. D. THIS CONTRACT DOES NOT COVER 7. Failure to provide timely service due to conditions beyond LHW’s control, including but not limited to, part or equipment delays or labor difficulties. I know you are frustrated and you feel as though, you did not have any other options. Unfortunately, circumstances don’t change the contract terms. As a person, I wish there was more I could do. I am bound by the contract, and in no way is this something I can change. I appreciate your time,

[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

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]

Complaint: [redacted]Rejecting Response. Elise,At this point I am still unhappy as you can imagine and not accepting this explanation. Icing on the cake is your claim manager, Kyla B[redacted], lack of ability to return my call as you requested I speak to her on the last email, prolonging this process more (voicemail left on her office phone - ###-###-#### Ext: 570 9/29/2016 1:12PM).You say that you "apologize that the contract was not reviewed with me while working through the authorization on this claim and that this will be brought to management and used for a training opportunity, and in addition you do not take my concerns lightly”, however this is clearly being taken very lightly. What are your operating procedures and why were they not followed in my case?I, like many others, purchase a home warranty for the peace of mind and assurance that when a problem arises, I have beforehand budgeted for the expected cost of the warranty to help me when something unexpected happens... and not the additional cost of a repair. However in this case, I am now stuck with both the cost of the warranty for the year, but also the out of pocket costs that were never mentioned or clearly outlined. Had I known this trait about Landmarks and the fraud investigations linked to Landmarks Warranty services, I would not have renewed my contract. Why is it ok for my family to suffer for Landmarks lack of concern to make sure we "understand the contract" at any point and wait to spring this on us through an email with requests for out of pocket expense approval?  If I had $600 to put down on additional repair costs I wouldn't have a warranty... I would have money for repairs to not go through this 2 month hassle and burden to get an appliance fixed. I am not asking for a unit upgrade... I am requesting a full repair to my unit as stated in my contract covering "evaporator coils". How am I supposed to know what "parts" would and would not be covered under the warranty when reviewing this? I see no "Plenum Mod, Copper Mod, Drain Mod, Float Switch, or Pipe Installation" clearly outlined in the contract... nowhere do those words exist under exclusions. Please explain how one is to know that you would consider these "Code Upgrades"? Please tell me what a good reason is to come back to Landmarks instead of share my story of unexplained contract legalities in a repair that seems pretty basic (parts needed for code compliance included, as well as safety). Why should my family continue to endorse Landmarks after this burden? At this point I don’t feel that anything has been solved, but just wasted additional time. Perhaps I should reach out to Lawrence F[redacted] and continue to spread the word about how misleading the contract is and the lack of help I have received. My request remains the same, I fully covered fix to my unit (all parts/labor) for the covered AC Unit. Questions please contact me directly at ###-###-#### or [redacted]. [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]

[redacted],   Thank you for taking the time to leave us your feedback. I am sorry for the frustrating experience you are having with your plumbing.   I have given you a call today to let you know I will be following your service request closely. We were able to get the contractor out to your...

home today to preform repairs.   I apologize for the times you had to call to reach out to Landmark for updates. Our representatives should be following up with you as well. The proper training will be implemented to insure this does not happen again.   I do look forward to your update and hope to complete your service request soon.   Please do not hesitate to reach out to me directly at [email protected].   Thank you,   Tiffany N[redacted] Customer Relations Manager [email protected]

Hi [redacted], Please accept my sincere apology for this frustrating claim experience. This is certainly not the type of experience we want to be known for. We honestly do strive to do our best, but sometimes our best fails, as in this case. We are already working on these issues so that we can do better...

next time. At this time, it looks like we have an appointment scheduled on 9/15/2016. If this is not the case, or you have additional questions or concerns, please don’t hesitate to contact me directly. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Hi [redacted], Please accept my sincere apology for the poor experience with you service request. I understand that this was your first service request and we should have communicated with you more clearly. I want to let you know that I will reimburse you for your out-of-pocket costs. I understand how...

frustrating this must have been for you. We honestly do strive to do our best, but sometimes our best fails, as in this case. I will process the check for $365.45 today and it will be mailed tomorrow. You can expect to receive it within 10 business days. Your feedback is important to Landmark. Your concern was not taken lightly. 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 honestly do our best to take care of our homeowners. If you have any questions or concerns, please do not hesitate to contact me directly. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Mr. [redacted], I have researched your complaint and would like to help you understand why your claim has been denied. I understand that you are not pleased to find out that Landmark will not cover for the Freon detection test. You state in your complaint that the contracts states that we cover for...

“Leaks in accessible Freon Lines.” You are correct. The key in this issue is the word accessible. Let me first provide information in the contract. D. THIS CONTRACT DOES NOT COVER: #7        ACCESS: LHW is not responsible for providing or closing access to covered items, except as noted under Limits for Plumbing and Ductwork. We are not responsible for additional charges to remove or install systems, appliances, or non-related equipment in order to make a covered repair; nor do we cover the cost of restoration of wall coverings, floor coverings, counter tops etc. #9       CODE UPGRADES/ TOXIC MATERIALS/ PERMITS/ DISPOSAL: If upgrades are required, LHW cannot perform service until you complete corrective work. If additional costs are incurred in order to comply with regulations, we will not be responsible for the added expense, nor will we pay any cost relating to permits. LHW will not perform services involving hazardous or toxic materials including, but not limited to, Asbestos, Mold, Lead Paint, or Sanitation of Sewage Spills, nor will we pay costs related to recapture and/or disposal of Refrigerator/Freezer Refrigerants, Contaminants, Hazardous or Toxic Materials, Systems or Appliances. At the bottom of the contract page it states: 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. 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. PREMIER COVERAGE UPGRADE The selection of this option provides coverage on the items, which are normally excluded from Standard Coverage. Plumbing: Faucets (replaced with chrome Builders Standard when necessary), Shower Heads and Shower Arms, Toilet Replacement with like-quality up to $600, Angle Stop and Gate/Ball Valves, interior hose bibs, Pressure Regulators*. Water Heater: Failures due to Water Heater Sediment. Heating System: Disposable Filters, Heat Lamps. Air Conditioner: Disposable Filters, Window Units, Freon Re-capture/ Recovery and Re-charge. Electrical: Attic Fans, Whole House Fans. Garage Door Opener: Hinges, springs and Remote Transmitter/Key Pad. Dishwasher: Racks, Baskets, Rollers, Door Hinges and Seals. Built-in Microwave: Interior Lining, Clocks, Shelves. Range/ Oven/ Cooktop: Clocks, Rotisseries, Racks, Handles, Knobs, and Interior Lining. Trash Compactor: Removable Buckets, Lock and Key Assemblies. Kitchen Refrigerator: Freon recapture, recovery and recharge, Ice Maker (with purchase of Kitchen Refrigerator Option and provided part is available. In cases where parts are not available, our obligation is limited to cash in lieu based on replacement cost of the ice maker.) Sir, you are correct in that we would absolutely cover for the Freon recharge under your Deluxe Plan. If the lines were accessible. I understand that you are frustrated that you will have some “out of pocket” costs.  The out of pocket expenses are $250.00 for a leak detection test for coolant in the HVAC system. The cost of the test is the same whether you pay it, or what Landmark would pay if we covered the test. The test determines where the leak is coming from, when the lines are not accessible.  The warranty covers for accessible coolant lines. The leak could not be located in the accessible covered items therefor the leak detection is out of pocket for the homeowner. If you feel like the price is too high, you can hire a contractor of your choosing to perform this test as it is not covered by the warranty. The claims management department did let you know that once the leak detection has been completed, Landmark can/will move forward with your claim. This information can be found listed under the exclusions for A/C. Sir, the coil lines are not visible and therefor DO NOT fall under the warranty. If the leak test is performed and Landmark is provided with the results, then the company will be able to move forward with your claim. Your feedback is important to Landmark. Your concern is 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. Landmark is willing and ready to help complete your claim once the leak detection test is completed. Our claims management team is here and ready to help you at any time. You are also welcome to contact me at any time. I am happy to answer questions or work with you regarding any concerns. Best wishes, Elise N** | Online Reputation Specialist | Landmark Home Warranty [redacted]@landmarkhw.com

[redacted] and [redacted],  The reason the H/O was sent an approval email and is now being offered the cash in lieu is because they originally approved the OOPC. They called back the next day and said never mind and that they didn’t want to pay the OOPC because they couldn’t afford it. Landmark is...

upholding the contract by continuing to offer the coverage on the condensing unit we would have offered had they not called back and reversed their approval for the OOPC in the form of the cash in lieu. This is going above what is required by the contract as we did not know beforehand that the unit was still under manufacturer warranty.Marketing is also following the terms of the contract in saying that if the homeowner takes the cash in lieu the unit would not be covered for the remainder of the contract term. See section A.9 below: A. SERVICE OVERVIEW9. LHW 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 available. The 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 diagnosis. Once 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.Again, there are multiple other ways this could have turned out had the homeowner not moved forward with the repairs through their own contractor. The repairs done by their contractor are not guaranteed to resolve the issue, and looking over the invoice from their contractor – they only added Freon, not leak sealant. This means that if the issue with the compressor is that there is a leak, the unit will just leak out the Freon they paid for and will have to be readdressed. Landmark must remain within the warranty terms to be equitable to all homeowners.

Dear
Mr. [redacted],
Thank
you for giving us this opportunity to address your concerns. It is my
understanding that you are requesting that Landmark Home Warranty provide
coverage for damages possibly caused by an independent contractor sent to your
home. Please allow me to explain why we...

cannot fulfill that request.
As stated in Landmark’s state-approved contract
(attached):
“THIS CONTRACT
DOES NOT COVER: LHW is not responsible for Consequential or Secondary Damage
(including Consequential Damages due to a Service Contractor’s conventional
repair efforts of the primary item) nor for failure to provide timely service
due to conditions beyond our control; including but not limited to, part or
equipment delays or labor difficulties.”
Please allow me to explain the reasoning behind why
Landmark does not provide coverage for damages. Every contractor that Landmark
works with is independently owned and operated and has entered into a business
agreement with Landmark Home Warranty. Every contractor is also licensed and
insured. What this means is that because they are the ones that visit the home
and complete the repairs, they are the party responsible for quality.
What Landmark can provide is assistance in urging the
contractor to do the right thing and take accountability for their actions, if
they truly are responsible for the damage. Landmark can also end our business
relationship based on feedback such as this, however, because we are not
present in the home and we are receiving conflicting information from both
parties and we have no evidence in either direction, Landmark will not take
responsibility for possible damages that should be the responsibility of our
independent business partner. If you would like, there are appropriate avenues that
will allow you to address this situation with the appropriate party.
At this point in time Landmark is actively addressing
this situation with the contractor, however, there is no further assistance we
can provide beyond that. It is my understanding that a Landmark manager has
also provided this information on multiple occasions. We are truly sorry for
the frustration being experienced but Landmark has no proof of when and how the
damage occurred therefore, from a business perspective, we cannot take responsibility.
I hope this helped explain why we cannot fulfill your
request. Please know that we are assisting as much as possible and applying
pressure to the contractor but without substantial proof there is nothing more
that Landmark can do. In the meantime, please let me know if you have any
additional questions or concerns.
Thank you,
Kristen B[redacted]
Public Affairs
[redacted]@landmarkhw.com

[redacted],  I show you have an appointment scheduled for 12/12 with your own contractor for hydro-jetting, in which Landmark as stated to send in your invoice. Per your contract terms there will be no reimbursement for restitution of your kitchen and laundry facilities not being able to be...

utilized. You were offered to obtain your own contractor when this service request initially opened, however declined. At this time we await the hydro-jetting invoice.  Thank you,

Hi [redacted], I appreciate the opportunity to address your concerns as posted on the Revdex.com. I apologize that Landmark has not met your expectation of service on this claim. Your complaint has not been taken lightly. Your issue was thoroughly review by a Manager in the Claims Department. Jessie D[redacted]...

contacted you by email with a detailed review of your coverage under the warranty. His email posted as follows: From: Jessie D[redacted] Sent: Monday, September 19, 2016 4:34 PM To: '[redacted]' <[redacted]>Subject: Service Request [redacted] Mr. [redacted], I have reviewed the history of your service request in detail. I think there is a misunderstanding regarding the outcome of the service request. The claim ultimately was not denied. There was a cash in lieu offer drawn up for the failed mechanical portion of your HVAC system. I see in the history of your service request you have stated the contract. I would like the opportunity to do the same. Here is what you have outlined already: 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 “*”. You are correct that the parts in failure meet the criteria. The failed items that Landmark is responsible for are as follows: 4 ton R22 Condenser, Permit, Haul away and $80.00 for the Freon. These items have been offered to you in the form of a Cash in Lieu which is limited to an hour of labor for a total of $1,006.00. This Cash in Lieu offer was declined as you would not accept the wholesale cost. A. Service Overview 9. LHW 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 available. The 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 diagnosis. Once 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. Regarding reimbursement: C. To request Service 13. In some instances, LHW may offer you the option of finding your own contractor to provide diagnosis and possible subsequent repair. In this instance, your contractor must provide a diagnosis and itemized bid to LHW before any work is performed. LHW will not reimburse you for services performed by your own contractor without prior authorization. As things sit now, a Cash in Lieu has been offered in the amount of $1,006.00. Any further request of reimbursement is not an option. Please let me know if you have any additional questions. Thank you. Jessie D[redacted] I understand that you remain frustrated with the offer under the warranty. We always stick to the contract and all covered items every time. We follow the procedures with each of our homeowners to remain equitable. Again, 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. I 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. At this time Landmark is waiting for you to verify the name on the check and the address you would like it sent to. Please contact Jessie directly or you can call 1-866-306-2999 and speak with a claim manager who will process the cash in lieu offer. We honestly do our best to take care of our homeowners. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Complaint: [redacted]
I am rejecting this response because:We called out a local contractor to look at the non-working AC unit on January 3rd, 2017. It took him about 10 minutes to determine that Landmark's contractor incorrectly wired the internal thermostat in late November to the exterior compressor/fan unit. One of the wires was mis-wired as always "hot", which means that it was continually sending a signal to the compressor to stay on despite what other messages were being sent from the thermostat (such as a manual "turn off" signal). In another 10 minutes, this contractor was able to properly rewire the units such that they now communicate as they should and the AC unit now works as it is supposed to.  So essentially the Landmark contractor was at fault and should have returned to correct his mis-wiring mistake.  Landmark implied in their last response that they didn't believe our position that the unit had been improperly wired, but it now has been determined that they were wrong. We are just glad that after 6 months we now have a working AC/heating system again and that we don't have to deal with Landmark any moreSincerely,
[redacted]

[redacted],  Thank you for reaching out to Landmark in regards to your concerns.I apologize for your frustrating claim experience. I understand that it is upsetting to find out something will not be replaced. I apologize that Landmark has not met your expectation of service on this claim. We honestly...

do our best to provide every valued homeowner with a positive claim experience. I was 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 important to Landmark Home Warranty and we do not take this lightly.  In completing the review of this claim, it has been determined that two contractors separately licensed and bonded have been to your home to provide a diagnosis. In this the first contractor indicated that maintenance needed to be performed. The second contractor, sent after the maintenance was performed determined that there were no failures in the system. I know that there are claims stating that the unit is again not working. Can you be more specific? Is it not cooling in certain rooms? Is it just a few degree difference between the rooms? I ask because the contractor that was assigned to your service request completed several tests to indicate that there was no failure with your unit. However he did mention that it is becoming less efficient. Where your contract covers for items that fail due to normal wear and tear, we would not be able to move forward with approving your claim. I am sorry for this experience.  Please let me know if there is anything additional I can assist with.

Complaint: [redacted]
I am rejecting this response because:  It is not my error that this was misdiagnosed and not fixed.  It should not matter if my policy was canceled over a month-and-a-half after initiating a fix.  It should still be fixed because I was covered when your guy was dispatched and misdiagnosed the problem.  Your contracted plumber took a month-and-a-half to find a part.  Again, not my fault.  I had to push hard just to get someone to find the part, that didn't even fix the problem.  The problem was worse after the fix.  This job should not be finished until the problem is fixed, which I had to pay $325 out of pocket to do.  In my estimation, you owe me $325, and that is not even addressing the cracked toilet that totally seems to have been dropped along the way somehow. 
Sincerely,
[redacted]

Ms. [redacted],  I am sorry your experience was not what you had hoped. We look at opportunities to improve every day. Your experience will not go unnoticed from our operations department. You have our Comprehensive Package in Oregon. Your contract terms are provided to you online. You can look at...

the brochure at any time to read the limits and exclusions. In regards to your request for reimbursement, the contract terms will be considered, and only the contract terms.  The terms that specifically apply to you are:C. TO REQUEST SERVICE9. LHW will determine what constitutes an emergency and will make reasonable efforts to expedite service within 24 hours. An emergency is defined by LHW as a failure resulting in: a. Plumbing failure that causes interior flooding. B. Complete loss of heat or A/C and interior home temperatures are below 45 degrees Fahrenheit or above 90 degrees Fahrenheit.... etc. 10. If LHW does not deep your service request an emergency and you request service to be performed outside of normal business hours, you will be responsible for payment of additional fees, including overtime. 13. In some instances, LHW may offer you the option of finding your own contractor to provide diagnosis and possible subsequent repair. In this instance, your contractor must provide a diagnosis and itemized bid to LHW before any work is performed. LHW will not reimburse you for services performed by your own contractor without prior authorization.  D. THIS CONTRACT DOES NOT COVER1. 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. 6. Consequential or secondary damage, including consequential damages due to a service contractor's conventional repair efforts of the primary item. 7. Failure to provide timely service due to conditions beyond LHW's control, including but not limited to, part or equipment delays or labor difficulties. 11. Providing or closing access to covered items, except as noted under limits for plumbing, electrical, and duct work. LHW is not responsible for additional charges to remove or install systems, appliances, or non-related equipment; nor does LHW cover the cost of restoration of wall coverings, floor coverings, counter tops, etc.  PLANSI. ESSENTIAL PLANSPlumbingLimits: LHW will provide access through unobstructed walls, ceilings, and floors only, and will proivde cash in lieu of returning the access opening to reough finish condition in the following amounts: smaller that 5 square feet: $40; 5-10 square feet: $65.  At the time the request was made, reasonable efforts were made to secure a contractor within 24 hours. We apologize that they did not meet the expectation. After speaking with them, they understood that the request was for Sunday or Monday, in which they were able to get you in on Monday. I apologize it was not sooner. Additionally in that time you called in and advised that it was no longer leaking and causing damage, which eliminated the need for emergency service. Once we were notified of the leak again, we secured a licensed and bonded contractor to perform a diagnosis. As the contract terms state, LHW will not be providing a reimbursement on this claim. We apologize for your frustration. Should you have further questions please reach out to us directly.

[redacted],  At this time Landmark has remained within the contract terms. The amount provided to you was out of a sales person's budget as a benevolence decision, due to this claim was denied by our operations team. The sales person recognized the relationship and wanted to help in any way that they could. This is not something that was covered under the warranty, and any costs that were acquired are you, the property manager, and the homeowner's responsibility. The cost that was provided to you, was for parts only, and not for labor. With that knowledge you could have negotiated pricing with that contractor or any contractor. Again, Landmark Home Warranty is not responsible for any charges that were acquired after you received the denial of your claim. Your partner, [redacted], was made aware that the price was for parts only and that it would likely exceed the amount quoted.  As it is your job to act for the homeowner, you made a decision to proceed with work knowing the costs, and knowing that this was not something that was covered under the warranty. At this time, the obligation to the homeowner, is not from Landmark, it is from you. Thank you, Landmark Home Warranty

1/10/2017 Revdex.com Response Hello [redacted], I apologize for your frustrating claim experience. I understand that it is upsetting to find out something is not covered under your warranty. It is always frustrating to have expenses that you did not plan for. I apologize that Landmark has not 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 manner. Your feedback is important to Landmark Home Warranty and we do not take this lightly. I can re-submit a review request if your home inspection is provided. You are welcome to send it directly to me. Once we are able to review the inspection report, we can proceed with reviewing the claim further under the warranty. I hope this information has been helpful. I look forward to hearing from you soon. Best wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com