Landmark Home Warranty, LLC

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

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]

Hello Mr. & Mrs. [redacted], I received your Revdex.com complaint and have researched the complaint. I am sorry that this service request has not met your expectations. Landmark did replace your unit and the entire unit is under manufacturer’s warranty. We do not have a contractor in your area and will...

not be able to send someone out. Because your new unit is under manufacturer’s warranty, you may contact an HVAC specialist in your area to address any issues you may have. If there is something reported that does not fall under the manufacturer’s warranty, you may contact Landmark and we can work with the contractor to resolve any issue. Per the warranty: D. THIS CONTRACT DOES NOT COVER: #3 - 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. Landmark has made every effort to resolve your A/C issues and we have replaced equipment even after your contract expired. You are not currently a Warranty owner with Landmark. We have worked with you in every aspect of your claim, including assisting with out of pocket costs. Landmark has not refused service at any time and has not been negligent in resolving this claim. I understand that you have been in contact with a Claim Manager who has stated the same information that I have provided. At this time, you are advised to hire a local HVAC contractor and have him notify Landmark if there are any issues that do not fall under the manufacturer’s warranty coverage of the new units. Your feedback is important to Landmark and your concern is not taken lightly. Landmark seeks to always create a positive claim experience in a timely manner. 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. Regards, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

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]

Hi [redacted],   I wanted to let you know that I received your Revdex.com complaint. An Operations Manager and I have been trying to get a hold of you. We have left a few voice mails. I understand if you are very busy. I would sincerely like to help resolve your complaint. Would you please reach out to...

me directly so that I may gather some additional information? I apologize for your frustration and the poor service experience.   Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [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.

Hello [redacted], I sincerely apologize for this very frustrating claim experience. I appreciate you giving Landmark the opportunity to address your concerns. I am sorry that we did not meet your expectation of service on this repair issue. We honestly do our best to provide every valued homeowner with a...

positive claim experience in a timely manner. 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 important to Landmark Home Warranty and we do not take this lightly. This was an uncommon instance and I hope you will give us another chance to meet your home warranty needs. I know this is important to you and I assure you that management has expedited the complaint and is working with the contractor towards a resolution. I see in our system notes that a voice mail was left for you today with an update from the customer service department. I appreciate your patience in this matter. We are working towards a resolution right away. Please feel free to reach out to me directly with any questions or concerns. I am happy to assist you anytime. Best wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty [redacted]

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

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

Hi [redacted], I apologize for the frustration regarding this claim. I am so sorry that this issue remains ongoing. In researching the current state of your service request, I see that there are 2 options at this point for you. 1)     The job will be completed under the warranty by the contractor that Landmark hired. You are required to pay the non-covered out of pocket costs for the repair to be completed. The out of pocket costs per the contractor diagnosis are comprised of the following: Plenum mod. -$150 Copper mod.-$150 Drain mod.-$75 Drain pan -$125 Float switch-$75 Pipe insulation-$50 Total: $625 Per the warranty: A.    SERVICE OVERVIEW *Bottom of page - 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. D. THIS CONTRACT DOES NOT COVER: #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.   #11 - LHW is not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system, or appliance, or component, or part thereof, or with new type of chemical or material utilized to run the replacement equipment; including but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by Federal, State, or Local Governments (except noted in Central Air Conditioning).   COVERED: Electric Central Air Conditioning including Condensers, Evaporative Coils, Compressors, air handler, leaks in accessible Freon Lines, Electric Wall Air Conditioning, Water Evaporative Coolers, and thermostat. NOTE: Coverage available on Cooling Systems with capacity not exceeding five (5) tons per unit (unlimited units covered). R-410A MODIFICATIONS: If LHW determines that Air Conditioning unit must be replaced, we will replace the unit with a unit that meets the current Federal, State and/or Local Government efficiency standards and replace necessary covered components, including Air Handling Transition, Evaporator Coil, Refrigerant Lines, Secondary Drain Pan and Line, Plenum, Duct Transition and Indoor Electrical. If R22 parts or systems are no longer available, LHW will repair or replace the failed component with R410A equipment and cover the cost of modifications necessary to maintain compatibility. 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.   2)    Landmark can work up a Cash in Lieu offer for you. The CIL would be for the amount that Landmark would pay for the parts covered under the warranty plus what we would pay for one hour of work. It is important to note that Landmarks prices are significantly lower than retail. If you chose the CIL, landmark will not provide any additional service on the claim.   Per the warranty: D. THIS CONTRACT DOES NOT COVER: #10 - REPAIR/ REPLACEMENT/ UPGRADING: LHW is not responsible for delay in obtaining parts or replacement equipment. We reserve the right to repair and/or replace systems and appliances with non-original manufacturer’s parts, including rebuilt or refurbished parts. We reserve the right to obtain a second opinion at our expense. We will not upgrade any covered item. We are responsible for providing installation of equipment comparable in features, capacity and efficiency, but not for matching in dimensions, color, or brand. We are not responsible for the cost of construction, carpentry, or other modifications made necessary by existing or installing different equipment. We reserve the right to provide cash in lieu of repair or replacement in the amount of our actual cost. When providing cash in lieu of replacement, installation is limited to one hour of labor. Payment will be provided based on our negotiated rates with our Independent Contractors and Supply Warehouses, which may be less than retail. We are not responsible for work performed once you accept cash in lieu of service. If we provide reimbursement or cash in lieu of service, the approximate time to issuance of a check is 10 business days.   I apologize that the contract was not reviewed with you while working through the authorization on this claim. This will be brought to management and used as a training opportunity. Your understanding of the warranty contract is very important to Landmark. We do not take your concerns lightly.   I understand that we did not meet your expectation of service on this claim and I apologize. I know it is frustrating to have out of pocket costs you were not expecting, or have items not covered under the warranty.   I assure you that your claim has been thoroughly reviewed by Operations. The contractor is standing by waiting for your approval of the out of pocket costs. Once agreed upon, the repair will be completed right away.   You are very welcome to contact me directly should you have additional questions regarding this claim.   Best wishes,   Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

[redacted], I have been able to research your Revdex.com complaint and I wanted to review my findings. 6/6/2016 -     I see that the initial service request came in and stated that there was water dripping from the ceiling. It was believed to be coming from the A/C air handler found in the attic...

above. 6/7/2016        LHW found that the area contractor was ill and immediately tried to find another area contractor. All of the contractors in the area indicated they were booked out for a week due to the extreme need for repairmen during the “A/C Season”. The original contractor agreed to take the service call despite the illness. 6/9/2016       Contractor scheduled for 6/9/2016 at 8:30am. The contractor stated that the drain pan and drain line were in poor shape. I understand that the contractor repaired these items out of the warranty as a courtesy to you. These repairs were not covered per the warranty.                         It states:                         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.                           D. THIS CONTRACT DOES NOT COVER: #2 - 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 Adjustments. #3 - 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. #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. It was determined that your repair was not covered as drain pans are a maintenance issue. The secondary damage is also not covered per the warranty, plus the lack of maintenance issue. I apologize that this was not reviewed carefully with you. We always stick to the contract and all covered items every time. We do this to equitable to all of our valued homeowners. I can understand you are frustrated with the denial. 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 seek to always do our best to take care of our homeowners. I hope this review has clarified the reason for the denial. You are welcome to contact me should you have any further questions or concerns. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

7/11 Revdex.com Post   Hello [redacted], I am sorry to hear that Landmark did not meet your expectations on the resolution of you’re A/C claim. An Operation Department Supervisor reviewed you claim and the documentation from the contractor, which includes pictures, and it has been determined that Landmark...

will not reimburse you for the work you chose to have done outside the warranty. I understand that this has been frustrating for you. I assure you that 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 to comply with state guidelines as well as be equitable in every situation. Landmark seeks to always create a positive claim experience in a timely manner. 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. We honestly do our best to take care of our homeowners. Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Hi [redacted], Please accept my sincere apology for the way this situation was handled. There are no excuses. You were very patient and I am sorry that this experience left a bad taste. I understand that Elwon in cancelations provided assistance. Should any additional issues or concerns arise, please...

don’t hesitate to contact me directly. Thank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Complaint: [redacted]
I am rejecting this response because:It's unsatisfactory, and continues to grasp at straws to find reasons to decline the claim. I do not wish to continue the process, however, as I believe it will be pointless. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: It is 80 degrees in my home and the issue has not been resolved. At this point I have worked patiently with Landmark's choice of contractor since April. If this cannot be resolved within 24 hours I would like to hire someone to fix the issue myself and have Landmark reimburse the costs. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: it is just an empty acknowledgement from Landmark. It is Friday 4pm and my Air Conditioner is still broken. I have no information on when it will be scheduled for repair.
Sincerely,
[redacted]

Ms. [redacted], The referenced service call you placed was for a leak in your ceiling presumably coming from the A/C in the attic. Our contractor diagnosed the A/C issue and found the main issue to be an improper installation which is not covered under the warranty. The pictures sent previously show the improper installation in the attic. I can understand that you are disappointed. The issue has been reviewed several times and will remain a denial for non-coverage. I am sorry that your expectation of service was not met this time. We always follow the contract to be equitable to every valued homeowner. Please accept this as the final denial response. Regards, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

[redacted],   Thank you for taking the time to provide us your feedback. Revdex.com & Consumer Affairs – [redacted],   I am sorry to hear of your frustrating experience with your furnace.     Under normal circumstances, parts may need to be ordered to perform repairs on your unit. The...

vendor gives Landmark an estimated time of arrival for the part, which is also communicated to you. In your situation, the part needed to be ordered directly from the manufacture. When ordering from a manufacture, it can take 7-10 business days for the part to get in. There are other options we can present to you if you do not want to wait for parts to get in.   We have recognized your concerns with your service request and understand that the proper steps were not taken to address your them appropriately. The vendor should have been called to determine a better ETA on your part. You have been working with another representative here and she has offered to reimburse you for what you paid to the contractor. That amount was for $748.00. This was accepted by you today, 02/02/18. The check will take 10-14 business days to get to you.   The process in which your service request followed is not the type of service we intend to provide. I apologize for the frustrations this has brought to you and your family. We greatly appreciate your feedback and take it very seriously. The appropriate training will be implemented to the parties involved to insure this does not happen again. Landmark strives to do all that we can to assist you as a homeowner in your time of need.   Please do not hesitate to reach out to me directly at [email protected] for anything you may need.   Sincerely,   Tiffany N[redacted] Customer Relations Manager

[redacted],  I would have been happy to research into this for you, just the same as the agent you spoke with was willing to do. However you advised that you did not want us to research into the claim, you do not want anything to do with Landmark, and you only wanted to cancel your warranty. As per...

the email below, I am unable to do anything further with a cancelled contract, as we are not permitted to pay out on contracts that are void.I am sorry you were not happy with the service provided.  From: Tiffany N[redacted] Sent: Thursday, September 28, 2017 11:52 AMTo: '[redacted]' <[redacted]>Subject: Warranty # [redacted] Cancellation ConfirmationDear [redacted] and [redacted], This is to confirm that your Landmark home warranty has been cancelled for your property, located at:[redacted]. I am sorry to hear we are losing your business. We value our homeowners and appreciate having had the opportunity to serve you.This cancellation was effective on 09/28/17. If you have any questions, please do not hesitate to call me at 866-306-2999, ext. 329.Best regards,Tiffany N[redacted] | Retention Specialist Manager  | Landmark Home Warranty

Complaint: [redacted]
Thanks for your response.
This model of Trane furnace has multiple limit switches which stop the furnace once it senses high heat or insufficient air flow due to dirty filter or any other reason. As per the contractor, none of the high heat or air flow switches were trigged (or popped). That means that there wasn’t enough high heat to pop (or open) the switches or to cause any damage to any part of the furnace including the control board. This is the first line of protection provided in those Trane models against high heat or insufficient air flow.
I’m still convinced that the contractor’s diagnostics for the root cause of the control damage wasn’t correct. The control board failure is due to normal wear & tear and should be covered by the home warranty.
Sincerely,
[redacted]