Landmark Home Warranty, LLC

Dear Ms. [redacted],
Thank you for giving us this opportunity to
address your concerns. It is my understanding that you are requesting a $60
refund from Landmark Home Warranty. Please allow me to explain why we cannot
fulfill that request and what it is that Landmark is offering as a...

resolution.
A Landmark manager contacted you via email on
12/11/2015. They were informed that an out-of-network contractor had been hired
to clean the unit based on the suggestion from the contractor Landmark sent to
the home. What the Landmark manager offered is that if the cleaning does not solve
the problem in full then Landmark will send a second opinion at no cost to you.
We have attempted to make contact a second
time. Please let us know the outcome of the recommended cleaning at your
earliest convenience and we will proceed from there.
Thank you,
Kristen B[redacted]
Public Affairs
[redacted]@landmarkhw.com

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

Mr. [redacted], I do want to apologize for your frustrations, but unfortunately the refund will remain the same. You were contracted by an agent on the cancellation request on 12/30/2016- in the email that was also sent to you on that date it stated that if we did not hear from you your warranty would remain active. Since your warranty was open, active and available to you. The refund is based on the guidelines of the warranty. I have attached a copy of the warranty to this email for your reference. The total pro rata refund amount would be $162.50. If you would like to still cancel the warranty, please respond to this email and confirm the name and address that you would like to have on the refund check. Once confirmed, it will take 10-14 business days to get to you. I would like to hear back from you, so that I can assist you in any way that I can. You can either reply to this email or give me a call at 866-306-2999 (ext.333), If I am unable to answer your call please leave me a message and I will get back with you as soon as possible.  Thank you and have a great day, Candace P[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]

Hello [redacted], Thank you for your patience regarding this claim complaint. I sincerely apologize for the frustrating experience. Landmark always seeks to provide a positive experience in a timely manner. Occasionally we make a mistake, as in this case. I reviewed our system notes and see...

that the contractor was set to service you yesterday morning. If the service was not acceptable, or if you have any additional concerns, please don’t hesitate to contact me directly. I am always happy to help. Best wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty [redacted]

Complaint: [redacted]
I am rejecting this response because:Landmark is only reviewing one of the many issues we had with them; perhaps my conversation with mr. Molis was also recorded or has a paper trail to be reviewed. I understand as a business they are looking out for their interests, we are in disagreement with receiving a prorated refund because NO service was ever provided, instead all we ever received was delays, frustration, health hazards, and now litigations. It is like I had to pay Landmark to not do their job, and also waste my time.It is unbelievable that such a huge business is willing to risk their reputation for such a small amount of money to them.
Sincerely,
[redacted]

[redacted],  while your contract was cancelled due to non payment in 2015, your contract expired in 2016. As we are several months into 2017, I cannot bring your request to the team of renewals without a wait period. You would be required to obtain a new warranty with a 30 day wait period. I am...

sorry you are not satisfied with this, but as you can see it wasn't recently that you missed payments and cancelled your contract.  Thank you, Candace P[redacted]

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]

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

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]

[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

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]

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:  I have not been in contact with Landmark since January 2016 because it was made very clear to me that my only 'option' was to accept the CIL and there was no other 'appeal' process.  I would have filed this complaint sooner, but I have been very busy with work and family matters.  Your letter implies that I had the choice to have LM replace the AC unit;  I did not. Originally it was presented to me as an option, but when I challenged the obscure brand and the additional fee the contractor wanted to charge me, in addition to the fact that he wouldn't put the new unit in the same place that the old unit had been since first installed, instead of giving me answers to my concerns, I was told I had no choice except to accept the very low CIL.  In addition, I don't know where LM comes up with an hour labor to install a mini-split unit such as this, but I have four such units, and none of them where installed in an hour.  This particular unit (actually it is two separate pieces of equipment) took at least 4 hours to install, and if the unit had been placed on a different wall, as the LM contractor was insisting on doing, I'm sure that install would have taken longer.  My complaint stands.  
Sincerely, 
[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

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]

[redacted],  Thank you for allowing Landmark to review your claim. We appreciate all feedback from our valued homeowners. 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. 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.  I have reviewed every call regarding this claim. I have determined you were never told that we would pay for labor in addition to the cash in lieu, but rather that the labor was included int he cash in lieu. In all calls, this was relayed to you. Landmark always sticks to the contract in every situation so as to be equitable to all homeowners. In your contract under plumbing, it states that faucets, shower arms and shower heads (replaced with chrome builders standard, when necessary)... Additionally, in section A., number 9., its states "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."  In this clause, it clearly outlines that the cash in lieu once provided, includes labor.  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 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. We honestly do our best to take care of our homeowners.  Thank you, Candace P[redacted]cp[redacted]@landmarkhw.comOnline Reputation Manager

Mr. [redacted], Thank you for providing Landmark Home Warranty with this feedback. This issue has been brought to the attention of our Claims Management Department. They have addressed this situation with the associate involved. This has also been brought to the attention of our Contractor Relations...

Department. They will address this situation with the contractors involved. I want to assure you that management is doing everything possible to ensure that a situation like this does not occur again.  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 My intentions have been to truly provide a resolution for this situation. We always seek to provide a positive experience in a timely manner for our homeowners. I see that the A/C tune-up will take place on Friday, 5/13/2016. The $60 SCF has been waived. I apologize for the contractors not keeping their appointments. I completely understand why the situation would be frustrating. At this point your service is scheduled and I will be following the tune-up in our system to make sure it is taken care of. If you have any questions or concerns please feel free to reach out to me directly.Your feedback is very important to Landmark Home Warranty and I would like to be able to provide a reasonable and appropriate solution. Thank you, Elise N** | Senior Reputation Specialist | Landmark Home Warranty [redacted]

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]

[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