Landmark Home Warranty, LLC

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]

[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,

[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]

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]

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: 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]

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]

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

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

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]

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]

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

Thank you for the opportunity to review the claim. As stated, you do have the Deluxe Home Warranty, from Landmark Home Warranty. This was ordered 5-9-2016 and went into effect 6/8/2016. On 5/9/2016 you were sent an e-copy of your home warranty, attached for your records. The Deluxe package in which...

you have has a limit for concrete encased pipe leak repair of $500.00. See limitations under plumbing from the contract in which was purchased. We understand that online you are seeing a different contract, with a new update to our website that is a possibility, and our IT team is working to resolve this issue. While we do understand the frustration this can cause, we must refer to the original contract that was purchased and provided to you on the above mentioned date. We are happy to provide a cash out option in the amount of $500 to comply with the contract you have purchased, in order to take care of the concrete encased pipe leak. Should you choose to accept this offer, we will send the payment in the form of a check to the address you provide, in your name. We appreciate your letting us review the claim and are happy to help as much as we can, within the warranty terms.

Complaint: [redacted]
I am rejecting this response because:I do not accept Landmark Home Warranty’s excuse for not paying the copay nor do I wish to take it to arbitration.  However what I will do is contact the Webb’s Basin Services and inform them that Landmark Home Warranty owes him the $100 copay and Landmark Home Warranties treatment of customers and contractors.Additionally I will continue with my barrage on Social Media on how Landmark home Warranty treats its customers and their policies concerning increasing the amount of work for the contractor and perhaps not paying the contractor for the proper amount of work they ask the contractor to do.  I will also continue with negative ratings on other web search servers to let the public know what I think of Land Mark Home Warranty.  I also protest the idea the Land Mark Home Warranty wanted to increase the job size by accessing the drain line from within the house crawl space thereby creating more work on the contractor’s limited time.  Yes myself and the Contractor both denied Landmark Home Warranty’s recommendation to access the clogged line through the crawlspace clean out.  Accessing the clog from the crawl space is not the proper way to clean out a clogged drain line.  Use of the installed cleanouts outside of the home is the preferred method for where the clog was located. Running the drain cleaner from inside the house not only increases the time it also increases the chance of sewage contamination when opening up drain lines inside a crawl space.  This recommendation by Land Mark Home Warranty phone claims agent indicates that they do not know the proper repair and maintenance.   I do not contest Land Marks Ruling on the claim and where the coverage is located at.  I contest Land Mark not refunding me the copay I was required to pay to get the contractor to my site when the contractor did not receive the Copay. I also want to protest that Land Mark is wanting to continue doing business with me by sending me notices that my home warranty service is expiring.  Does Land Mark Home Warranty think I am stupid and want to continue their services? 
Sincerely,
[redacted]

[redacted],  Thank you for providing Landmark Home Warranty with this feedback. This has been brought to the attention of our Claim Management Department. They will address this situation right away. I want to assure you that management is doing everything possible to ensure that our valued...

homeowners are taken care of within the warranty. In your complaint you advise that you are unsure why you would be responsible for replacing the indoor coil as what is in failure is your compressor. Landmark is willing to cover for your condensing unit, which is in failure. However, to replace the coil would be considered an upgrade, and Landmark's contract prohibits this. Landmark must remain within the warranty terms so as to be equitable to all homeowners. Additionally, Landmark is held to strict state regulation and we must adhere to the terms to meet said regulations.  I see that you are obtaining a second opinion before making a decision between the two options that have been provided to you. Please let us know what you decide, either the cash in lieu, or you can agree to the out of pocket costs, upgrade your indoor coil and we will replace the condensing unit.  Thank you, Candace P[redacted] Online Reputation Managercp[redacted]@landmarkhw.com

[redacted],  Your work order is currently being reviewed. Once the review has been completed, we will reach out to you directly with options in which you may choose. I see that you have been speaking with a claims manager that is working diligently in an attempt to get this taken care of for you....

 Thank you, Candace P[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]

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]

Complaint: [redacted]
I am rejecting this response because: I have tried once again to work with Landmark. I was told a Plumber would be at my home on Saturday 02/02/18 and no one showed up. I called on Monday and was told someone would call me back and they did not. I called the plumber they said someone would be at my home on Tuesday between 8am-11am. No one showed up so I called Landmark. They said the plumber came to our home and used a 100ft auger to clear the blockage. I told them no one came to our home on Tuesday. They called the plumber and when they called me back they told me a different story. Now they are saying no one is coming back to complete the work. I still have a blockage in my plumbing lines and cannot use the toilet, shower or washing machine. Furthermore the plumber uninstalled our toilet and left it uninstalled. Our cold water faucet in our in laws bathroom was not fixed and neither was the water line to the fridge. I also now have a hole in my wall from the technician trying to fix the fridge water line and that was a misdiagnoses. Also I explained to Landmark and the plumbing company that the technician damaged our kitchen cabinets when he tried to force the fridge back into place. Landmark have closed out my dispatch and will no longer respond to my requests. I also left a message with the customer relations manager helping me and she is not calling me back. Any help would be appreciated as this has been going on for almost 30 days now.
Sincerely,
[redacted]###-###-####

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]