Landmark Home Warranty, LLC

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]

Complaint: [redacted]
I am rejecting this response because:Seven days ago Landmark requested 3-4 days to review the matter.  Landmark has still not contacted me regarding their decision.  So I am rejecting Landmarks response, before hearing their decision, because I need to respond to Landmarks response within seven days, else the Revdex.com will assume that I am satisfied with Landmarks response.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I also stated that I wanted my money refunded as you refuse to provide the services for which I entered into the contract. Like you conveniently "lost" my documentation showing your stance is incorrect, you "lost" this portion of your response and your refusal to provide a refund to me as you advised on our phone call. I've taken the matter up with my credit card company, as I know there will be no further positive interaction with your company. Our matter will remain permanently unresolved. At this point we will part ways forever and I hope to never have contact with your company again.
Sincerely,
[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]

[redacted],  I have your claims manager working on this for you now. It is in review and will once reviewed, the claims manager will be in touch with you. I understand you are frustrated and that you are hot and uncomfortable in the summer heat. I am doing all I can to expedite this service for you....

I will continue to watch this claim to be sure you get taken care of as quickly as possible.  Thank you, Candace P[redacted]cp[redacted]@landmarkhw.comOnline Reputation Manager

Complaint: [redacted]
I am rejecting this response because: Hi Elise,I am not disputing that I authorized S&S Electrical to do the work.  I totally agree that they should be paid for what they did, which they now have been – I initiated this conversation with them after I posted my original Revdex.com complaint.  I am also not disputing that I was told multiple times before I authorized the work that it is "not covered."  We agree on that – I asked S&S to proceed with the work knowing full well Landmark’s stance.  None of this however, is pertinent to my complaint - my complaint is that Landmark’s stance is not in line with the policy I bought.  My complaint is that the policy covers panels and I paid to have a panel replaced, which entitles me to reimbursement.I had a very valuable conversation this week with Shane at S&S Electrical, the licensed independent contractor who Landmark sent to my home.  Shane has been very professional throughout.  He shared with me that he frequently has to explain things over and over again to Landmark representatives about the work he has performed because the people he's speaking with at Landmark aren't familiar with the terminology or parts and pieces he's describing (he referenced, for example, having to explain what an AC disconnect is).  This calls into question Landmark’s understanding of what is and is not a panel.At two separate points in your most recent response you reference the "main meter" (I'm assuming you mean meter main).  I asked Shane what he calls the part that was replaced on my house.  He first told me that he has to be very careful in communicating with Landmark and with home owners due to nuances about what's covered and what's not.  (On a side note, though I understand the position he’s in, I find this very unsettling when it comes to fair treatment for policy purchasers).  Shane said that he calls the part he replaced a "meter main," but that he could understand someone categorizing it as a panel because it has a main shutoff and spots for breakers.  He then suggested that I reference the National Electrical Code as the best source for the definition of a panel.  The National Electrical Code describes a panel as follows: (see “Panelboard” under Definitions in Article 100):“Panelboard: A single panel or group of panel units designed for assembly in the form of a single panel, including buses and automatic overcurrent devices, and equipped with or without switches for the control of light, heat, or power circuits; designed to be placed in a cabinet or cutout box placed in or against a wall, partition, or other support; and accessible only from the front.”As clearly stated above, the NEC views a panel as an enclosure, with buses and automatic overcurrent devices (fuses or breakers), that is either protruding from or recessed in the wall, that is only accessible from the front.The part that was replaced at my house is a cabinet box enclosure containing both buses and an overcurrent device and is accessible only from the front.  According to the NEC definition above which has been invoked by the licensed independent contractor, the meter main qualifies as a panel.Further, the invoice that I have paid from S&S Electrical states “Install new 2 pole 240 volt 100 amp main breaker for sub panel on the interior.”  If, according to the invoice from the licensed independent contractor, the interior electrical enclosure (breaker box) in my basement is a sub-panel (which is the only other electrical enclosure on my home besides the meter main), what else could possibly be considered the panel?  It’s impossible to have a sub-panel without a panel.The meter main is a panel by all definitions but your own, including the statements and rationale of your own licensed independent contractor.I don’t intend any disrespect to you [redacted], and I appreciate your thorough response.  However, continuing to respond that the meter main is not covered is not moving the dialogue forward beyond what I was originally told on the phone, which is what my entire complaint is about.  I’d like a response to the above by Nate Barrett or his supervisor please.  Further, if Landmark’s approach to the information I’ve provided from my conversation with Shane will be to either punish him by not awarding future business or to call him and then respond to me that he has contradicted or denied what he told me as I’ve represented it above, I respectfully request that we call him together.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me at this point. I have contacted Candace P[redacted] with Landmark Home Warranty to try to work out a suitable agreement. 
Sincerely,
[redacted]

[redacted],   According to the contractor’s diagnosis, there is no water to the ice maker line. Due to the home being remodeled, the line was not connected. Water lines for the refrigerator are not covered under the warranty as they are a listed exclusion. I will be able to offer you a cash out of $65.00 to help you bring the hole the contractor cut back to a rough finish. This includes the mud, tape, and drywall.   “I. Essential Plan Plumbing System LIMITS: $1,000 maximum for diagnosis, repair, or replacement for leaks in concrete-encased water, drain, or gas lines. LHW will provide access through unobstructed walls, ceilings, and floors only, and will provide cash in lieu of returning the access opening to rough finish condition in the following amounts: smaller than 5 square feet: $40; 5–10 square feet: $65. Obstructions to plumbing are the Contract Holder’s responsibility to remove and include: tile, cabinetry, or any other items permanently affixed or requiring additional work to remove.”   The kitchen faucet had a flow restriction on the hot water side. The issue lies with the actual faucet. This would be deemed a manufacture defect. The faucet is also under manufacture warranty. Manufacture warranties trump Landmark’s warranty and you would need to communicate with the manufacture to help you on a replacement. We have also offered you a cash out of $75.00 to help you with the faucet’s labor cost.   “D. This Contract Does Not Cover 17. Items covered by a manufacturer, distributor, builder, or an extended warranty.”   There is a lateral stoppage in your master bathroom. There were feminine products pulled out while the contractor tired to snake the line. They had used a 75 ft. line and determined a 300 ft. line would be needed to clear the stoppage. A cleanout would also need to be installed. The warranty does not cover to install items that are not already in the home. With the feminine products in the line, the failure was not due to normal wear and tear.   “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 “*”.”   At this time, we are pending your acceptance of the cash out. You were originally offered $75.00. The total cash out amount is now $140.00. Once accepted, I can process the check and it will take 10-14 business days to get to you.   For the damages the contractor caused, we do ask that you reach out to them directly. Our contractors are licensed and insured for situations such as yours.   Please let me know if you have any further questions or concerns. Respectfully,   Tiffany N[redacted] Customer Relations Manager [email protected]

Hi [redacted], I have received your Revdex.com post. Thank you for giving Landmark this opportunity to address your concerns. 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 will have my team research what occurred during this situation right away. Your feedback is important to Landmark Home Warranty and we do not take this lightly. Thank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Dear Ms. [redacted],
Thank you for giving us this opportunity to
address your concerns. It is my understanding that as of today, before this
complaint was received by Landmark, a resolution had been provided and that
Landmark had agreed to have your out-of-network contractor install the...

toilet.
Hopefully this will provide a permanent resolution.
Please let us know if you need assistance
with anything else.
Thank you,
Kristen B[redacted]
Public Affairs Manager
[redacted]@landmarkhw.com

1/4/2017 Revdex.com Response   Hello [redacted], I have received and reviewed your complaint submitted on the Revdex.com site. I appreciate your feedback and assure you that your complaint has not been taken lightly. I am sorry that Landmark did not meet your expectation of service on this claim. 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. 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 do understand the frustration with the poor communication and eventual denial. The initial diagnosis that the contractor provided indicated the repair would be covered under the warranty. Out of pocket costs were worked up and approved. However, when Landmark received a copy of the Home Inspection Report, it raised some questions. A Claims Manager contacted the contractor to review the diagnosis and it was determined that the TXV valve being broken off was not normal wear and tear. Additional issues stemmed from running the unit without filters on the unit during the remodeling of the home. The lack of required filter and maintenance caused stoppages resulting in added pressure to their system, resulting in failure. You have an Advantage Plan Warranty with Landmark. Per your Warranty: 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 “*” #3 - LHW will repair or replace covered systems and appliances whose malfunctions, defects, and improper conditions precede the effective date of this Contract, including subsequent repairs required due to rust, corrosion, sediment, and/or lack of maintenance if: a. The malfunctions, defects, and improper conditions would not have been detectable through a visual inspection and simple mechanical test performed within 60 days prior to the effective date.   I. A visual inspection of the covered item verifies that it appears structurally intact, properly cleaned and maintained, and without damage or missing parts that would indicate inoperability or imminent failure.    ii. A simple mechanical test is defined as turning the item on and off to ensure that it is fully operational. While turned on, the item should operate as intended, without causing damage, irregular sounds, smoke, or other abnormal outcomes. b. The Contract Holder provides a home inspection report performed within 60 days prior to the effective date by a state licensed inspector, and covered items are documented as inspected and in proper working order and without indication that the covered item is in need of maintenance, repair, or suggestion of imminent failure. In the event the inspector notes recommend further evaluation by a trade specific professional, coverage may not apply.   D. THIS CONTRACT DOES NOT COVER: #1 - 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. #3 - Repairs or replacement required as a result of failure to clean or maintain, according to manufacturer specifications, except as noted in Service Overview (3). [redacted], I am sorry but the service request remains a denial. Landmark always operates within the parameters of the warranty to be equitable to all our valuable homeowners. I understand that this has been inconvenient for you. We honestly do our best to take care of our homeowners. Best wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Please send pictures of your unit. I want to work with you to get this resolved. I have been in contact with you via email in an attempt to resolve this.  Thank you, Candace P[redacted]cp[redacted]@landmarkhw.comCustomer Relations Manager

Mr. [redacted],I have followed up on your request to canceled your warranty. I checked and the policy was canceled on 6/13/2016 and the refund check will be mailed today. You should receive the check within 4 to 10 days. I apologize that we did not meet your expectations and want you to know that we...

honestly do our best to service all of our homeowners in a positive and timely manner. Please feel free to reach out to me directly should you have any additional questions or concerns.Best wishes,Elise N** | Senior Reputation Specialist | Landmark Home Warranty [redacted]

Hello [redacted], I am sorry to hear about this frustration with Landmark. I would like to help you get an appropriate resolution. Can you please reach out to me directly so I many gather additional information? If you can provide a DT# or the homeowners address, I can work with Contractor Relations to...

get this resolved. I appreciate your patience on this matter. I look forward to hearing from you. Best wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty [redacted]

Unfortunately this is not the entire story, our fan blower motor was out, condenser and our coil. The "technician" that came out which spoke absolutely no English tried to relay this information to the owner of the company which also barely spoke English and communications were terrible. We attempted to notify this to your company with no resolve. Nothing was approved quickly and my wife had to make numerous phone calls back and forth between you and the contractor you sent to our location. Nobody from either party was quick to fix this problem. We opted for the cash out because we went with our own certified company which told us the contractor that landmark sent to us did the worst hack job they have ever seen and now we are paying 12 thousand dollars to have to replace the  entire unit.  We went three days without air conditioning in Houston because the contractor you sent out tore the entire condensor and fan blower unit. They did this because the parts would not get approved by landmark, for three entire days. Maybe our definition of "quickly" differs between us, but here3  days without ac in Houston is unacceptable and the company we hired  had never heard of any ac company having a 3 day turnaround to get approval for such simple and catastrophic failures of an ac system. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Joseph M[redacted]

Hi [redacted], I am sorry that service request number [redacted] did not meet your expectations. We received your warranty cancelation request and have processed it. I can understand that was very frustrating for you to find out that your repair would not be covered under the warranty. The issue is that a...

previous contractor did not make the appropriate repairs to your unit, thus creating the breakdown of the unit. Unfortunately, this repair was completed before your warranty was purchased. The contractor stated, “the springs broke due to the previous contractor who installed the springs did not replace the bearings.” Per the warranty contract: A.    SERVICE OVERVIEW #2 - LHW will provide service on listed covered systems or appliances that: a) are installed and located within the perimeter of the Main Foundation and Garage (attached or detached). Additional living space in garages or separate from main home are not covered unless additional Option chosen. Systems or appliances located on the exterior or the outside of the home (including porch and patio) are not covered (with exception of items marked with an “*”). Any additional detached structures are not covered unless specified as an Option. b) were properly installed and in good and safe working order on the Effective Date of this Contract. c) have become inoperable due to normal usage after the Effective Date of this Contract. d) are reported during the term of this Contract. I understand that you felt this service request was an emergency and that because we did not meet your expectation of a timely repair, you felt you had to hire a contractor outside the warranty. Landmark did not deem this an emergency. Per the warranty contract: B.    TO REQUEST SERVICE #3 - Under normal circumstances, LHW will initiate the performance of services within 48 hours after the request of the Contract Holder. In the event of an emergency, we will make reasonable efforts to expedite service within 24 hours. An emergency is defined as a failure resulting in 1) Plumbing failure that causes interior flooding; 2) a complete loss of heat or A/C in extreme temperatures; 3) A condition that immediately endangers health and safety; 4) A system failure that is causing ongoing damage to the home. 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.   Per the warranty Landmark will also not reimburse for work done by another contractor that was not assigned by Landmark. #6 - To ensure you receive reputable and unbiased service, we have built an extensive network of Independent Contractors who provide service to our Contract Holders. Our network, however, is not all-inclusive for every trade, in every town. For that reason, we may authorize or require you to contact your own Independent (out of network) Contractor directly to obtain service. If so, a Customer Care Representative will provide you with Independent Contractor requirements. LHW will authorize payment or reimbursement for approved service and/or repairs, based on our negotiated rates with our Independent (in network) Contractors and Supply Warehouses.   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. I am sorry that your claim did not go as expected. I do understand that it can be frustrating to have extra costs that you did not expect. We know it can be frustrating when something is not listed as a covered item under the warranty. I understand that this has been inconvenient for you. We honestly do our best to take care of our homeowners. Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Dear Ms. [redacted],
Thank you for giving us this opportunity to
address your concerns. It is my understanding that you are requesting a
reimbursement in the amount of $[redacted]. Please allow me to explain why we are
denying that request and what it is that Landmark is providing as a...

resolution.
Landmark understands that you were experiencing
a plumbing emergency and we do not discredit the urgency that you felt to get
an immediate repair. What is not being understood is that Landmark was not
given the opportunity to provide emergency services. Had Landmark been called
first we would have either found a contractor to service your home immediately
or approved the use of an out-of-network contractor. That is simply how our
process works and those are the same guidelines that every Landmark Home
Warranty customer is held to.
At this point in time Landmark is willing to
provide a reimbursement in the amount of $**. This is what our cost would have
been for the first cable snaking that temporarily cleared the line. The
additional costs would have been the responsibility of the homeowner whether a
Landmark contractor performed the services, or not. As stated in our contract,
Landmark does not cover for root damage or access, which would entail pulling
the toilet and the use of a camera (to find the root damage).
It is my understanding that the $**
reimbursement has been accepted as of this morning, 12/23/2015, and that the reimbursement
check is being processed. Please allow 8-10 business days to receive the check.
If you have any additional questions or concerns please let me know.
Thank you,
Kristen B[redacted]
Public Affairs Manager
[redacted]@landmarkhw.com

Hello [redacted], I received your Revdex.com complaint. I apologize that your expectation of service was not met on these claims. Your concerns have been thoroughly reviewed and the details are as follows; On 12/13/2016 a service request was opened for a toilet not flushing properly. (SR # [redacted]) The dispatch...

ticket was assigned to SV Plumbing. The appointment was set for 12/16/2016. The contractor diagnosed the issue as; “The fill tube coming of the tower going into the tank instead of the cylinder. Then cleared the stoppage on the toilet. Everything is working okay now.” The contractor collected the service call fee and left. Per the warranty: C. TO REQUEST SERVICE #5 - $60 service call fee is due to the service contractor upon their arrival to your covered property. PLUMBING SYSTEM  COVERED: Gas or electric water heaters up to 70 gallons (multiple units covered); tankless water heaters; plumbing pipe leaks; clearing of drain line stoppages through an accessible cleanout, up to 100 feet from access point; recirculating pump; toilets and related mechanisms; toilet wax ring seals; built-in bathtub whirlpool motor, pump, and air switch assemblies; valves for shower, tub, and diverter valves; ball valves; gate valves; faucets, shower arms and shower heads (replaced with chrome builders standard, when necessary); pressure regulators; permanently installed sump pumps (ground water only). EXCLUSIONS: Stoppages caused by collapsed, damaged, or broken drain, vent, or sewer lines outside the home’s main foundation; stoppages or breaks caused by roots; stoppages that cannot be cleared with a standard 100-foot sewer cable, even if within the home’s main foundation; hydrojetting, unless additional option is chosen (Complete Coverage Plan); cameras; flow restrictions in fresh water lines; bathtubs; sinks; showers; shower enclosures and base pans; toilet lids and seats; whirlpool jets; caulking; grouting; water filtration/purification system; septic tanks; holding or storage tanks; saunas or steam rooms; costs to locate or access cleanouts, including through roof vents and toilet removal, unless additional option is chosen (Complete Coverage Plan); cost to install cleanouts; external hose bibs; polybutylene piping; leak detection tests; water heater expansion tanks; icemaker water lines; water softeners; inadequate or excessive water pressure; sewage ejector pump; all other parts and repairs that are not listed as covered. LIMITS:  $1,000 maximum for diagnosis, repair, or replacement for leaks in concrete encased water, drain, or gas lines. LHW will provide access through unobstructed walls, ceilings, and floors only, and will provide cash in lieu of returning the access opening to rough finish condition in the following amounts: smaller than 5 square feet: $40; 5–10 square feet: $65. Obstructions to plumbing are the Contract Holder’s responsibility to remove and include: tile, cabinetry, or any other items permanently affixed or requiring additional work to remove. Toilet tanks and bowls replaced with builder’s standard, when necessary. Limit one sewer stoppage clearing per sewer line or secondary waste line. $800 maximum for diagnosis, repair, or replacement of tankless water heaters. The service request was fulfilled and the contractual obligation was met. “Limit one sewer stoppage clearing per sewer line or secondary waste line.” Landmark will not reimburse the service call fee. On 11/25/2016 a service request was opened for; “water heater not working has hot water for 10 minutes and then turns cold, husband checked the pilot light yesterday / it was fine- still fine.” It was a 40-gallon unit. (SR # [redacted]) The dispatch ticket was assigned to Edge Plumbing. The technician scheduled an appointment for 12/5/2016 at 8am. On 11/30/2016, homeowner, [redacted] called in saying that the contractor was hard to get a hold of, even though an appointment  had already been set for  the 28th. She also noted that she had been online reading reviews about the plumber and wanted to be assigned to a different one. On 12/1/2016 the Dispatch ticket was assigned to Allstate Plumbing. They scheduled an appointment for 12/8/2016 between 8 and 11am. Allstate provided the diagnosis on 12/9/2016, the information provided said; “Awaiting Authorization, 40-gal standard gas A.O. Smith water heater is leaking from the bottom of the tank and needs to be replaced. normal wear and tear 25 years old Mod # [redacted] Ser # [redacted], Homeowner paid $60 service fee with C.card” Again, per the warranty, the contractor provided a diagnosis and collected the service call fee required. Because the previous model was very old, there would be modifications to bring the unit up to code. The Modifications would cost $300 out of pocket for homeowner. Per the warranty: D. THIS CONTRACT DOES NOT COVER: #16 - Cost of construction, carpentry, or other modifications made necessary by a covered repair or replacement, except as noted in A/C and Heating System. On 12/14/2016 the modification costs were presented to [redacted]. She told the claims manager that she wanted to look into upgrading to a 50-gal. energy efficient unit. Because replacing the 40 gal with a 50 gal is considered an upgrade, the mods would increase with the different unit. The new mod cost was $581.89. [redacted] agreed to the new modification costs and the 50-gal unit was ordered. Out of pocket amount of $581.89 was paid to LHW. On 12/15/2016 a Claims Manger contacted [redacted] to note that in addition to the water heater mods, an HVAC specialist would need to upgrade the flue from a 3 inch to a 4-inch flue per code on the 50-gal unit. The cost for an HVAC contractor to upgrade the flue is also a modification for the new unit upgrade from 40 to 50 gal. It would not be covered by Landmark. The 40-gallon unit does not require any change with the flue. Because of the additional expense for an HVAC upgrade of the flue, [redacted] said she wanted to go back to a regular 40-gallon unit. The 50-gallon unit had already been ordered per the homeowner’s request. A restocking fee may be required. Landmark was able to arrange for the return of the 50-gallon unit without a restocking fee for the homeowner. Only the $300 mods were needed for the 40-gallon unit. There would be no additional expenses. LHW owes H/O 281.98. The refund was verified with a claims manager and [redacted] agreed to the $300 OOP costs. On 12/19/2016 the Plumber was notified that the 40 gal would be replaced and the mods were approved per [redacted]. Plumber is ordering 40-gallon water heater. Plumber will make an appointment with the homeowner once the water heater is available for pick up.   Currently, 12/22/2016, the plumber is waiting for the water heater and is ready to replace water heater when it arrives. While I can understand that this experience has been frustrating, Landmark has not only been in full compliance with the warranty, but was willing to cover for an upgraded 50-gallon water heater, as well as take care of the restocking fee that the homeowners would have been required to pay. As to the request for the cancelation of the warranty contract, the request will be submitted to our cancelations department. Please be aware that;             Per the Warranty:             G. CANCELLATION #2 - LHW initiated cancellation will become effective 15 days after the notice of cancellation is made to the Contract Holder. Contract Holder shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term. At this time, Landmark presumes that the homeowners would like to proceed with the 40-gallon water heater replacement. Any request for cancelation will be acknowledged after the service request has been completed. If there are additional questions or concerns, I am happy to address them. Regards, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

[redacted],   I am so sorry to hear that you have had a negative experience with Landmark Home Warranty. It is my job to advocate for all homeowners while adhering to the strict terms of the warranty, to be equitable to all homeowners.  I understand that you are frustrated with the outcome...

of your service request, as representatives have advised that we do not cover for maintenance, or cleanings.   A full review of your contract and service request have been completed. My findings are that you currently have the Value Package in Texas. In comparing the professional diagnosis to your warranty terms, your service request remains denied. The diagnosis from the contractor is “found dirty coil, need to pull and clean. Need to check Freon after we clean it.” Cleaning a coil is considered maintenance, which is not covered and specifically outlined in our warranty. In section D. THIS CONTRACT DOES NOT COVER: Number 3. “Repairs or replacement required as a result of failure to clean or maintain, according to manufacturer specifications, expect noted in Service Overview (3).” In service Overview, it indicates that we will repair or replace a unit that has failed due to lack of maintenance with specific limitations and guidelines. At the time the call was placed to us, the unit had not failed, meaning no longer producing cold air. The service request was opened as it was leaving water puddles on your floor.   I am glad that you and your family have had the unit cleaned, and that you are back up and running. 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. 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.