Landmark Home Warranty, LLC

Complaint: [redacted]
I am rejecting this response because: While I appreciate your response to my complaint, I am still sitting in 93 degree weather house while being pregnant with a one year. I have yet to hear from anyone from Landmark since Saturday (when I called) and the technician has already came and left telling me someone from from Landmark will be in touch soon. This leaves me with the thought that this company still does not care about my situation, my one year old or my unborn child. I have been told several times "I understand your situation and frustration" but until you look your own child in the eyes and see how miserable they are and that there's nothing you can do about....you do not understand my situation and frustration. If you would like to help then please have someone call me NOW with a solution. Thank you.
Sincerely,
[redacted]

Hi [redacted], I want to assure you that Landmark is doing all that we can to help you in a timely manner. I see that you spoke with Scotty several times today, and he is dedicated to assisting you throughout this process. I know the heat is horrible and makes things much more difficult to bear. I am so sorry that your claim was not a quick fix. I assure you that we will get your A/C up and running again ASAP. I would like to refund your $60 service call fee. I will process the refund on Monday and you should receive your check within 10 business days. Please feel free to contact me at any time and I will be happy to assist you. Very best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Complaint: [redacted]
I am rejecting this response because: it wasn't as much as the cost as providing incorrect information. The repairman came out to repair the leaking water without a ladder (Although there was a ladder on my wall to access the attic, he asked me for a step ladder). The repairman came to repair whatever is causing the leak but after they left the water leak was worse. Although I have a pot catching the water, the water is causing issue with ceiling and insulation. It appears most of their contractors are inexperienced and doesn't have the equipment to service customers. I haven't a lot of issue with Landmark Home Warranty but to meet their bottom line the standards for contractors are lacking. 
Sincerely,
[redacted]

Dear Mr. [redacted],
Thank you for giving us this opportunity to
address your concerns. It is my understanding that you are requesting a refund
of the $60 service fee paid to the in-network contractor. I will honor that
request and issue a refund immediately. Please allow 8-10 business days...

to
receive the check.
We apologize about the lack of service on
behalf of our business partner and appreciate your feedback. Our contractor
relations department will be addressing this with their management. If you have
any additional questions, or concerns, please contact myself directly.
Sincerely,
Kristen B[redacted]
Public Affairs Manager
[redacted]@landmarkhw.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and they have responded accordingly and looking to resolve the issue
Sincerely,
[redacted]

[redacted],   I am sorry to hear of your experience. I understand and recognize the urgency needed for your service request. In the event of an emergency, we will make reasonable efforts to expedite services within 24 hours. “C. To Request Service 9. In the event of an emergency, LHW will make...

reasonable efforts to expedite service within 24 hours. An emergency is defined as a failure resulting in: a. Plumbing failure that causes interior flooding b. Complete loss of heat or A/C in extreme temperatures, as defined by LHW c. System or appliance failure causing ongoing secondary damage to the home d. A condition that immediately endangers health or safety e. A condition that interferes with healthcare support of occupants f. No electricity, gas, water, or toilet facilities to the entire home”   This time is needed to reach out to the appropriate departments to search for a contractor that is available to go out to your home as quickly as possible. As our contractors work with Landmark and not for Landmark, we unfortunately do not control their schedules. In the instance, such as yours, we were unable to find a contractor that could go out in a reasonable time. Therefore, Landmark authorized you to get your own contractor. You were notified of this within the 24-hour time frame.   “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.”   Once you have been approved to use your own contractor, it is at that point, you would be working with a contractor of your choice privately and not through Landmark. However, for Landmark to assist you on the cost, there are processes set in place to insure you are aware of what will be covered and not covered. Therefore, we ask that the contractor only go out for diagnosis first. You can reach out to Landmark while the contractor is at your home to let us know of their diagnosis before any work is performed. Landmark will then be able to determine if the repair will be covered. We then ask you to continue working with the contractor privately and to submit an invoice for reimbursement.     I apologize if this process was not relayed to you properly. I do see that we have already reviewed your invoice and have processed the reimbursement check of $441.00. That will arrive within 10-14 business days. We have also refunded the $70.00 service call fee that is required to open a service request and get a contractor out to your home. That was refunded back to the card you paid with and will take 3-5 business days, depending on your bank, to be refunded. The $109.00 that was not reimbursed on your invoice was for an item that was outside of the home’s foundation (an exterior clean-out was repaired). Items outside of the home are not covered under the warranty.   “A. Service Overview 2. LHW will repair or replace systems and appliances mentioned as covered that: c. Are properly installed and located within the perimeter of the main foundation or detached garage, except those noted with an “*”.”   Landmark has done all that we can to assist you on your plumbing service request at this time. If you have any further questions or concerns, I would be happy to address them.  Best Regards,   Tiffany N[redacted] Customer Relations Manager [email protected]

Complaint: [redacted]
I am rejecting this response because: I do appreciate the response received by Landmark. They did in fact send someone out to look at the situation. I'm rejecting to keep this open until Landmark has followed through with getting me the work that will be completed (by Wednesday as stated) and company is schedule and has complete the work to bring it up to code.
Sincerely,
[redacted]

From: Cheyenne R[redacted] Sent: Monday, November 20, 2017 11:09 AMTo: '[redacted]' Subject: Warranty #XXXXXX Cancellation ConfirmationDear [redacted] & [redacted] This is to confirm that your Landmark home warranty has been cancelled for your property, located at: XXXX Street , Springfield, OR . 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 11/20/2017I have submitted the refund of $XXX.XX to [redacted]  at XXXX Street , Springfield, OR ; you will receive that check in 10 to14 business days. If for any reason you may change your mind, you do have 14 business days to reverse the cancellation without any lapse in coverage.We hope that in the future, when choosing a home warranty, you will consider Landmark Home Warranty. If you have any questions, please do not hesitate to call me at 866-306-2999Best regards,

Complaint: [redacted]
I am rejecting this response because: Landmark is offering a wholesale amount to replace a part on the AC unit that no longer exists. How did they arrive at that amount when  that item is no longer produced? This is unacceptable. Why don't they cover the cost to replace the outside unit?Sincerely,
[redacted]

[redacted],  Thank you for reaching out to me. I am so sorry that you have had this experience. I would be happy to research into this claim for you to determine if there is anything else we can do. You will be hearing back from me shortly.  Thank you,

Dear Mr. [redacted],
The contractor sent to your home is a
licensed professional whom would not risk his licensing by manipulating
information. His professional diagnosis was that there was no mechanical
failure. As stated in our contract, Landmark will provide coverage on items
that have become inoperable due to normal usage after the effective date of the
contract. Unfortunately, with this situation there isn’t any coverage that
Landmark offers to provide.
At this point in time your contract expired
on 11/12/2015 and renewal was not elected. Landmark has fulfilled our
contractual obligation and a refund is not available. We are sorry for the
noises you are experiencing, however, in order to provide fair coverage to all
of our customers we must adhere to our contractual guidelines.
We are saddened that we are not able to keep
your business at this point in time but please let us know if you need any home
warranty services in the future.
Sincerely,
Kristen B[redacted]
Public Affairs
[redacted]@landmarkhw.com

Dear Ms. [redacted],
Thank you for giving us this opportunity to
address your concerns. It is my understanding that you are requesting that
Landmark Home Warranty provide service for your furnace. Please allow me to
explain what Landmark has attempted to do.
This request was originally opened...

on
12/30/2015 stating that the furnace was blowing cold air. The contractor first
visited the home on 12/31/2015 and provided the diagnosis that the flame rod
was dirty. Landmark does not cover for cleaning/maintenance of any kind,
however, the contractor agreed to provide the cleaning at no additional cost. It
was our understanding that the cleaning provided a resolution.
Twenty-one days later, on 1/21/2016, Landmark received the
message: “The furnace is not working Again!” A Landmark associate immediately
reopened the claim and the contractor made their best effort to be there same
day. It is my understanding that unfortunately, the contractor was not able to
arrive at the home before 2:00 PM but that he thought your roommate would be
available to let him in at 3:00 PM. When he arrived at 3:00 PM he was informed
that the furnace was working and that his services were no longer needed.
Landmark was doing everything possible to provide same day service.
At this point in time, after Landmark
received the message, “Don't have that crochety liar go to my house. Cancel,” Landmark
cancelled the claim. If you would like, a second opinion can be sent to your
home to provide a diagnosis for the furnace. It will require a $60 service call
fee but we are hopeful that a different contractor will be able to assist you.
If you would like to have the service scheduled
please let me know and I will see who is available to be sent to your home.
I look forward to hearing from you soon,
Kristen B[redacted]
Public Affairs Manager
[redacted]@landmarkhw.com

Hi Elyse,Thank you.  I still reject based on the fact landmark struggled to properly communicate these findings even if I gave them ample opportunity.
Sincerely,
[redacted]

Hi [redacted], I apologize that this service request was so frustrating for you. It is clear that this issue is important to you. Thank you for sharing your thoughts on this issue. Here at Landmark we strive to do our best every time. 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. Per the contract: Section - 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.   #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.   #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).   I understand that Landmark and the contractor were waiting for you to approve the out of pocket costs before the work was completed. Unfortunately, the approval from you was delayed. 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. Please let me know if I can be of further service.   Best wishes,   Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Hi [redacted], I am sorry to hear that Landmark did not meet your expectation of service. We always seek to provide a positive claim experience within the warranty contract. I assure you that your feedback is important to us and your concerns are not taken lightly. I researched the system notes and found...

that Debbie B. contacted you a few times recently.             From: Debbie B** Sent: Wednesday, September 21, 2016 9:06 AM To: '[redacted]' <[redacted]> Subject: C# [redacted] / Landmark Home Warranty Dear [redacted], I received your inquiry about cancelling your home warranty for the address of [redacted] I called and left a voicemail for you today but I know that for some of our homeowners it is easier to communicate via email. Our homeowners are very important to us and I would like to help you in anyways that I can. I am sorry to hear that we could be losing your business, is there a reason you are wanting to cancel? You have made a one-time payment of $500 on 5/31/2016. The warranty has been open and active for 4 months. Which means you have 8 months remaining on your warranty coverage. The refund is a pro-rated amount and is based on the # of months that you have remaining. There is a $40.00 cancelation fee and any funds that we have paid out to the contractor does get deducted from your refund. At this time, we do not see that you have had any active Service Request, so no amount will be deducted. The total refund that can be given is $293.33. If you would like to still cancel the warranty, please respond to this email and confirm the property address and phone number on the contract.  Once I receive this information I will cancel the warranty and submit for the refund of $293.33 If Landmark does not hear back from you the warranty will remain in effect. The warranty does not expire until 5/16/2017 If you have any questions, please call Landmark at 866-306-2999.             Thank you and have a great day, Debbie B. | Senior Claims Manager | Landmark Home Warranty   From: Debbie B** Sent: Wednesday, September 21, 2016 10:04 AM To: '[redacted]' <[redacted]> Subject: RE: C# [redacted] / Landmark Home Warranty [redacted] I deeply apologize for the frustration you have experienced. At this time, we will be sticking with the refund amount as per your warranty has been open and active for 4th months. Please let me know where I can send the check so that we can get this processed for you. Once I have your address confirmed, please allow 10 – 14 business days for that check to arrive. Thank you Debbie B. | Senior Claims Manager | Landmark Home Warranty             From: Debbie B** Sent: Friday, September 23, 2016 8:22 AM To: '[redacted]' <[redacted]> Subject: RE: C# [redacted] / Landmark Home Warranty [redacted] I never received your confirmation or your address to verify if you still wanted to move forward with your cancelation.  If you are wanting to still proceed with the cancelation, can you please reply with your address so that I can get this taken care of for you. Thank you Debbie B. | Senior Claims Manager | Landmark Home Warranty   Landmark will refund your remaining warranty amount. Debbie is currently waiting for you to verify the name on the check and the address you wish the check to be sent to. I hope this clarifies the disconnect. 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 experience has been inconvenient for you. We honestly do our best to take care of our homeowners. Please contact Debbie to verify the information on the check and it will be processed immediately. Regards, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Hello [redacted],Please accept my apology for the very frustrating service experience. I do understand the frustration stemming from receiving multiple responses from the customer service department. I have taken time to research the claim involving your pool claim. I do appreciate you taking the time to...

provide feedback on your experience and I assure you that this issue has not been taken lightly. I assure you that 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. The diagnosis from the contractor and the home inspection report were thoroughly reviewed. Per the home inspection report, the inspector did state; “lack of bonding at pump motor, blower, or other electrical equipment to the ground” and “water leaks in above-ground pipes and/or equipment.” This indicates a preexisting problem. Unfortunately, the warranty does not cover for preexisting conditions. This is the reason that the claim was denied.If you could provide me with proof of repairs after the home inspection and before you purchased the warranty, I would be happy to have this reviewed. It is not my intent to continue to find a reason to not assist you. I do have to work within the parameters of the warranty. Please feel free to contact me directly and I will work directly with you to address this issue.Best wishes,Elise N** | Online Reputation Manager | Landmark Home Warranty [redacted]

Holly,   Thank you for being part of the Landmark Family. We appreciate your feedback via the Revdex.com. I am sorry for your frustrating experiences this past year in regards to the speed of service that has been provided to you. In your complaint you bring up a few things that I know will be...

beneficial training opportunities to Landmark Home Warranty. 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 see that you have a scheduled appointment for today. It is my goal to expedite this claim as quickly as possible. I want to assist you in the best way possible, while adhering to the warranty terms. Please let me know when the contractor leaves you home, so that I may obtain the diagnosis as quickly as possible. I look forward to assisting in the best way possible for you. Thank you, Candace P[redacted]

Dear Mr. [redacted],
Thank you for giving us this opportunity to
address your concerns. It is my understanding that you are requesting that
Landmark Home Warranty either repair your dishwasher or provide a refund for
the warranty. Please allow me to explain the resolution that was provided.
On...

2/10/2016, Teri with Landmark extended the
opportunity to send a second opinion, however, she was informed that the
dishwasher had already been replaced. Because of that information and the
dissatisfaction experienced, Landmark is refunding the $60 service fee paid to
the contractor and if you choose to do so, would honor your request for a full
refund with warranty cancellation.
We do apologize for any frustration
experienced and the lack of follow up. Please know that this situation was
addressed with the contractor and the Director of Customer Service. We take
your feedback very seriously.
If you need any additional assistance please
do not hesitate to contact me, Teri or Sarah.
Sincerely,
Kristen B[redacted]
Public Affairs Manager
[redacted]@landmarkhw.com

Complaint: [redacted]
I am rejecting this response because:No component was an enhancement towards the unit. The float switch was forced by contractor to do repairs by misrepresentation of a housing code.    Further exemplified by your employee Keith C[redacted] ([redacted] and [redacted]) and Jeremy S[redacted] (x222). The remaining is an elbow pvc that was not a modification but a repair,  and the copper modification was an instillation mechanism included in the coil. If no action to refund the entirety .  is not taken, I will be pursuing in small claims court and I will be notifying Texas Real Estate Commission of your practices.
Sincerely,    [redacted]  
[redacted]

Mr. [redacted], Thank you for giving Landmark this opportunity to address your concerns. I have received your complaint and have researched what occurred during this situation. Your feedback is important to Landmark Home Warranty and we do not take this lightly. I would like to post your complaint so...

I may refer to it as needed. Complaint Statement: “I called in to make a claim on my home warranty that my toilets were backing up they contacted a contractor out of Mesa and when he came in he had told me that my home warranty people should have told me that they only covered snaking the toilet not removing the toilets if needed . I contacted back my home warranty company which is landmark and the customer service representative I spoke with said he was correct that the customer service representative I spoke to before and made the claim with should have told me that all they were going to do was run a snake in my toilet. I had already done that a few times the problem went away and quickly came back. So when I called back to make the complaint that I was in properly informed by my home warranty personnel that they should've told me that all they were going to do was run a snake in the toilet they told me well we can't refund you your money so I called and spoke to somebody in upper management Friday the 29th and told them since they were going to refund me my [redacted] for the contractor to come out that I wanted to cancel my home warranty and she said that cancellations would get a hold of me to 24 to 48 hours and it would be a 40% surcharge to cancel my warranty it's not my fault that the first customer service representative did not inform me like they should have so I should not be charged the 40% for their lack of communication . With my toilets backing up this does cause a health issue and original report said both toilets are backing up and he only snaked one toilet so he did a half job.” Desired Settlement: “I want my warranty canceled the seven months of warranty that I have I would like full payment and I should not be charged the 40% charge due to the fact that the customer service representative that I originally spoke with did not inform me of all the information of what he was able to be done and what was not covered. I have a pamphlet from when I first purchased this warranty and none of the information is on this pamphlet and then [redacted] arguing with me that it is and I know it's not. “ I would also like to post the parts of the contract that directly relate to your complaint so we may reference that as well. B. CONTRACT EFFECTIVE DATES #1 Buyer’s Coverage: becomes effective at Close of Sale and is in effect for one full year. (Payment must be received within 14 days after Close of Sale.) If Buyer takes possession prior to close of Sale, the Payment is due and Coverage will begin upon Receipt of Payment. You warranty was purchased/paid for and became effective on, 11/3/2015. Your current warranty is due to expire on 11/2/2016. In the contract under the Renewal/Transfer/Cancellation section it states: CANCELLATION: (state specific, call ###-###-#### for information) Section B: If buyer’s coverage is cancelled, homeowner shall be entitled to a prorated refund of the paid contract fee for the unexpired term, less a [redacted] administrative fee, and any actual service cost incurred by LHW. Section D: Cancellation may be made by Contract Holder at any time. If cancelled within 30 days of acceptance of LHW, and no service request has been made, the Contract Holder is entitled to a full refund of the contract proceeds less an administrative fee $40. Mr. [redacted], per the contract, you are entitled to cancel. You will be charged a [redacted] fee. C. TO REQUEST SERVICE #5 Each Service Request placed will pertain to items of one trade, and one trade only; items opened within the same Service Request will be subject to a $60 Service Call Fee / Diagnostic Fee. Additional fee may be required to open a Service Request for properties out of network. Remote service areas may be discovered by calling ###-###-####. Service Call Fee is due whether service is covered or denied. It is the Contract Holder’s obligation to select the trade type when requesting service. In the event the Contract Holder selects the wrong trade type the Contract Holder is required to pay a second service call fee to re-dispatch the appropriate service request. We cannot respond to a new Request of Service until all previous Service Call Fees are paid. Failure to pay the Service Call Fee will result in suspension of Coverage until such time as the proper fee is paid. At that time, Coverage will be reinstated, but the contract period will not be extended. Service work is guaranteed for 30-days. Mr. [redacted], per the contract you pay a [redacted] service call fee whether the service is covered or denied. I do see that Landmark did refund your [redacted] SCF. PLUMBING SYSTEM COVERED: Drain Line Stoppages, Toilets, Plumbing Pipe Leaks, Whirlpool Motor & Pump, Shower Valve, Diverter Valve, Instant Hot Water Dispenser, Sump Pump (ground water only), Recirculating Pump, Water Heater (up to 50 gal.), Tankless Water Heater. EXCLUSIONS: Adjustments, Plumbing Fixtures including Faucets, Bathtub, Shower Base Pans & Enclosures, Toilet Lids & Seats, Sprinkler or Solar Systems, stop & waste valves, Water Heater Vents & Flues, Vent Pipes, Septic Tank, Stoppages that cannot be cleared with Cable, Hydro Jetting, Stoppages due to Roots, Water Heater Heat Pump Attachment, Sewage Ejector Pump, internal and external Hose Bibs, Expansion Tanks, Energy Conservation Units, Noise, Electrolysis, Water Softener, Whirlpool Jets, Water Filters, Water Purification Systems, Bidets, Jet Pumps, Conditions caused by Chemical, Calcium, or Sediment Build-up, Caulking, Grouting, Inadequate or Excessive Water Pressure, Flow Restrictions in Fresh Water Lines caused by Rust, Corrosion, or Chemical Deposits, Basket Strainers, Pop-up Assemblies, Stoppers, Diesel or Oil Fired Water Heaters, Heat Pump/ Water Heater Combination Units, Leaks/ Damage caused by Roots, Water Heater Drip Pans, Ice Maker Water Lines, Main Water Shut-off Valve. BUYER’S COVERAGE LIMITS: (1) $500 maximum for diagnosis, repair or replacement for leaks in concrete encased water, drain, gas, or polybutylene piping. (2) Toilet Tanks & Bowls replaced with Builders Standard when necessary. (3) We will provide access, according to the dollar limits specified in (1) above, through unobstructed walls, ceilings, and floors only, and will return access opening to rough finish condition (drywall, tape, and mud). 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. (4) We clear stoppages which can be cleared with standard sewer cable through an existing clean-out located inside the home without excavation. LHW will not be responsible for access to Drain or Sewer Lines from vent or removal of toilet. (5) We are responsible for only one sewer stoppage clearing per each Main Sewer Line, Secondary Waste Line, or Toilet. (6)$800 maximum for diagnosis, repair or replacement of Tankless, Oil, or Power Vent Water Heaters. Mr. [redacted], per the contract we do cover for drain line stoppages. However, clearly stated under Buyer’s Coverage limits number 4 – we clear stoppages that can be cleared with a standard sewer cable inside the home. LHW is not responsible for access to drain or sewer lines from vent or removal of a toilet. We are responsible for only one sewer stoppage clearing per each main sewer line, secondary waste line, or toilet. The contract reads clearly and does address your complaint against Landmark and the service you were provided.  On 11/25/2014 you received a copy of the contract with your welcome warranty letter. On 10/6/2015 you were sent a renewal letter, which again contained a copy of your warranty. I note this to make all aware that there were 2 opportunities to review the contract for any concerns. Your feedback is important to Landmark. Your concern was not taken lightly. We always stick to the contract and all covered items every time. We follow the procedures with each of our homeowners. Landmark seeks to always create a positive claim experience in a timely manner. We follow the guidelines of the contract as to be equitable to all of our homeowners. I am sorry that your claim did not go as expected. I do understand that it can be frustrating to have extra costs that you did not expect. We know it can be frustrating when something is not listed as a covered item under the warranty. I understand that this has been inconvenient for you. We honestly do our best to take care of our homeowners. You are very welcome to reach out to my directly should you have any further questions. Elise N** | Senior Reputation Specialist | Landmark Home Warranty [redacted]