Landmark Home Warranty, LLC

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]

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]###-###-####

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.

[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]

Hi [redacted], I was able to get you reassigned to Lion’s Den Plumbing. You will get an email verifying this and including their contact information. You are not required to pay an additional service call fee. Please let me know if I can help in any way. Best, Elise N** | Online Reputation Manager | Landmark Home Warranty  en**@landmarkhw.com

Hello [redacted], I want to 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. This has...

been brought to the attention of our Claims Management Department. They have indicated that they have addressed this situation with you directly. I want to assure you that management is doing everything possible to ensure that our valued homeowners are taken care of within the warranty. I apologize for the frustration regarding this recent service request. I can tell that this issue is important to you. O assure you that your feedback is important to Landmark and 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 so we may be equitable. 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 feel free to reach out to myself directly with additional questions or concerns. At this time, our Operations Department has expedited the review of your service request and will remain in direct contact as they resolve the issue. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

[redacted],  I understand your frustration. It is my job to be sure Landmark is following the guidelines of the warranty strictly, so as to be equitable to all homeowners. I have received your request for reimbursement of $250.00 towards your HVAC repair. As stated, Landmark has remained within the warranty terms thus far, and will continue to do so. I have attached a copy of your warranty for your review.  At this time, Landmark will not reimburse you for this repair, as our contract prohibits this, in section C. TO REQUEST SERVICE number 13. ..."LHW will not reimburse you for services performed by your own contractor without prior authorization." I understand your HVAC was not working and that you felt we were taking too long. As the independent contractor was scheduled the very day after your request was sent to Landmark, and you chose to cancel your claim, we can not move forward in attempting to reimburse you.  I am sorry that Landmark has not met your expectations of service. We understand that is is upsetting to find out something is not covered under your warranty. It is always frustrating to have expenses that you did not plan for. We honestly do our best to provide every valued homeowner with a positive claim experience in a timely manner. I want to assure you that management is doing everything possible to ensure that our valued homeowners are taken care of within the warranty. Your feedback is important to Landmark Home Warranty and we do not take this lightly.  Thank you, Candace P[redacted]

[redacted],  You are correct, that is what our contract states. However, the rest of that contract is listed...

below. The contractors that are hired are independent contractors, and therefore any and all of their diagnosis are the professional opinion of them.  A. SERVICE OVERVIEW2. LHW will repair or replace systems and appliances mentioned as covered that: a. Are in proper working order on the effective date of the 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 "*". 4.LHW will determine, at its sole discretion, whether a covered system or appliance will be repair or replaced. 8. LHW reserves the right to repair and/or replace systems and appliances with non-original manufacturer parts, including rebuilt or refurbished parts. We are responsible for providing installation of equipment comparable in features, capacity, and efficiency, but not dimensions,color, or brand. 9. LHW reserves the right to provide cash in lieu of repair or replacement when an item is not repairable and a replacement item is no longer available. The cash in lieu amount is the dollar amount LHW would pay (which can be less than retail costs) for parts and labor of said covered items, less the incurred cost of the contractor's diagnosis. Once cash in lieu is provided, LHW is no longer responsible for repair or replacement of the system or appliance for the duration of the Contract.  It is important to note, that each contractor is an independent contractor. Therefore any pricing that is listed that is not covered by Landmark is not for negotiation with Landmark, though you may speak directly with the contractor.  C. TO REQUEST SERVICE8. It is your responsibility to provide access and clear non-related items away from the area that requires service. In the even the area is not accessible, the contractor will return at a later date, and you will be responsible for an additional service call fee. 11. LHW reserves the right to obtain a second opinion at LHW's expense. LHW may, at its sole discretion, authroize your request for a second opinion by a LHW contractor, and you will be responsible for the payment of an additional service call fee. 12. Service work is guaranteed for 30 dyas. 13. In some instances, LHW may offer you the option of finding your own contractor to provide diagnosis and possible subsequent repair. In this instance, your contractor must provide a diagnosis and itemized bid to LHW before any work is performed. LHW will not reimburse you for services performed by your own contractor without prior authorization.   D. THIS CONTRACT DOES NOT COVER6. Consequential or secondary damage, including consequential damages due to a service contractor's conventional repair efforts of the primary item. 7. Failure to provide timely service due to conditions beyond LHW's control, including but not limited to, part or equipment delays or labor difficulties. 13. Cost relating to permits. 15. Removal of non-covered systems and applainces16. Cost of construction, carpentry, or other modifications made necessary by a covered repair or replacement, except as noted in A/C and Heating System.  The service request went through two contractors, each of them with their own costs for the modification that would be necessary to you. You were not happy with the quotes that were provided and a cash in lieu was offered to you. These are the options we have. At this time you can agree to pay the out of pocket costs, or we can send you a cash in lieu, which as noted in our contract, is less than retail costs. Please let me know how to proceed. These are the only two options available in regards to coverage. You are welcome to go outside of the warranty should you choose, however Landmark will not be reimbursing any of that cost.  Thank you, Candace P[redacted]Customer Relations Manager

[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

On 02/03/2016 Landmark Home Warranty offered
a cash in lieu of replacement that the homeowner accepted. The amount offered
is the amount that Landmark would pay for a replacement refrigerator. As stated
in our contract:
“REPAIR/ REPLACEMENT/ UPGRADING: We are
responsible for providing...

installation of equipment comparable in features,
capacity and efficiency, but not for matching in dimensions, color, or brand…    We
reserve the right to provide cash in lieu of repair or replacement in the
amount of our actual cost… Payment will be provided based on our negotiated
rates with our Independent Contractors and Supply Warehouses, which may be less
than retail.”
If the cash in lieu is unsatisfactory, the
only alternative option would be to have Landmark order the refrigerator and
replace it. With that option we would not be able to guarantee brand or color.
The cash in lieu allows for the opportunity to get any refrigerator of choice.
Please contact me directly if Landmark should
order the refrigerator instead of providing the cash in lieu.
Thank you,
Kristen B[redacted]
Public Affairs Manager
[redacted]@landmarkhw.com

I am a fairly new policy holder with Landmark and so far I am very pleased. The gentlemen I spoke with in Sales was very pleasant, friendly, knowledgeable, and did not rush me. He took the time to answer all of my questions, unlike a couple of other home warranty companies who only wanted to get me signed up as fast as they could. I have used Landmark once for a pre-season AC checkup, which I was very happy to see as one of the benefits of my policy. The lady I spoke with at Landmark to request the AC checkup was very pleasant and friendly. The AC company they sent was quick to respond, professional and friendly. That company called me the next day to see if I was satisfied with their service and I also received an email from Landmark asking if I was satisfied. Looks like I picked the right home warranty company !!

Hi [redacted],I apologize for the frustration on this claim. I understand that you have been working with Candace P[redacted] on this claim. The system notes show that she explained the access issue and that Landmark doesn't cover for access. Per the contract: Section D. This...

Contract Does Not Cover#7 - ACCESS: LHW is not responsible for providing or closing access to covered items, except as noted under Limits for Plumbing and Ductwork. We are not responsible for additional charges to remove or install systems, appliances, or non-related equipment in order to make a covered repair; nor do we cover the cost of restoration of wall coverings, floor coverings, counter tops etc.I understand that at this time you are reviewing the issues with your home insurance company. I am so sorry that you are having to deal with this. Please feel free to contact me if you have any questions or concerns.Thank you,Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Mr. [redacted], I appreciate the opportunity to work with you towards a resolution of your claim. Your feedback is important to Landmark. We are committed to providing excellent service for our home owners. I appreciate your willingness to work with me directly. You are welcome to contact me at any time....

Thank you, Elise N** | Senior Reputation Specialist | Landmark Home Warranty [redacted]

[redacted],  I am sorry to hear of your frustrating experience with your water heater. It is definitely not the way we intend our service requests to go. I have reviewed the request in detail and I am currently looking into alternative options to get your unit taken care of. Once I have been able...

to confirm the best solution for your request, I will reach out via phone and/or e-mail to update you.  You have been more than patient with us and I greatly appreciate you taking the time to give us your feedback. I’d like to reassure you that your request will be worked on even past your expiration date. However, I hope to resolve your issue before then. I will be in contact with you as soon as possible. In the meantime, you are more than welcome to reach out to me directly at [email protected] look forward to the opportunity to assist you. Respectfully,Tiffany N[redacted]Customer Relations [email protected]

[redacted],   I appreciate your response in regards to the offer Landmark has presented to you, which is a reimbursement of $135.00 for the capacitor that was replaced. Again, I have reviewed all of the claims that you have had on your HVAC unit. I am aware of all of the parts Landmark has covered and replaced and additionally, I have reviewed the photos that were taken on this last service request. Lack of maintenance on this service request was for the filter being dirty, causing an air flow restriction. We advise to change the filter regularly to prevent deeming any additional service request as lack of maintenance.   At this time, we stand by the offer we have presented, as well as the diagnosis from the professional contractor we have received. Our requirement when something is deemed lack of maintenance, is to have a licensed professional contractor perform the work to have the unit operational again. As this has already happened, and we have confirmation from our contractor that they were able to assist and the unit is operational again, this should not be a problem in the future, unless dirt and debris continue to cause an airflow restriction, and cause any secondary damage.   As for why Landmark required additional information, you initially opened the service request stating “A/C and heater not working. Neither will turn on.” For us to open a claim, we need to be as detailed as possible. You do have multiple units in the home and there was no way for us to know it was with the same unit as prior service requests. Additionally we asked you to advise us of any trouble shooting techniques and suggested a few to try. We do this as a courtesy, as we do not want you to pay the service fee for something as simple as changing the battery in your thermostat.   We do require the contractor to complete a diagnosis on the unit that is in failure before doing any work. We want to make sure we are representing our contract in an equitable way and should there be anything that is not covered, prior to doing work, we would like to let you know at that time. In this circumstance, the contractor provided the diagnosis to us, and we were able to advise that it would process as a denial. We do not have any information on your second unit as that is not information that we required since it is not in failure.   I apologize that you are not satisfied with the outcome of your claim. I do hope that in the future we are able to assist you in a way that pleases both parties. Please let me know if you would like me to process the reimbursement.   Thank you,

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. More importantly, the work that was described has been completed. The time to resolve this claim was inordinately long. This time was somewhat mitigated by the company responding with a better than required solution.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: After receiving notice of the overturned denial, I was notified I would need to pay an extra 840.00 to complete the repair. An email from a Landmark Claims Manager below was the explanation.Hello,Following our conversation here is the breakdown of out of pocket cost and also a copy of the warranty.9 lbs of R22 $450.00hanging kit $125.00second man labor $160.00float switch *missing* $95.00secondary drain pan $10.00==========================================Total OOPC: $840.00Landmark is Covering: Air handler Heat Strips Freon Drain Pan Duct Transition Labor Please let us know of your decision if you want us to move forward with this repair.  Thank you, The charges are contradictory to the Plan Brochure provided. The email also had contradictory info. I am being charge 450.00 for R22(Freon), 160.00 for second man Labor and 10.00 for secondary drain pan. According the the email Landmark is covering Labor, Drain pan and Freon. The brochure attached states things are covered and when repair or replacement is needed, Landmark chooses their own specifics on coverage. The Value Plan info is misleading and fraudulent. How can you claim to cover items and change terms to suit you in time of repair?
Sincerely,
[redacted]

[redacted],   The service request was opened on 01/18/18 at 8:18 AM. At 1:08 PM, you had reached out to us by phone for an update. You were notified that your service request was in review to find you a contractor. We received another phone call at 2:51 PM and you were advised that as soon as we had an update, we will reach out to you. At 6:38 PM, we called and e-mailed you to inform you that you were approved to get your own contractor. This is roughly 10 hours from your first initial call to open a service request.   “C. To Request Service 9. In the event of an emergency, LHW will make reasonable efforts to expedite service within 24 hours.”   On 01/19/18 at 10:04 AM, you let us know, by phone, that you were unsuccessful in finding a contractor to go out for diagnosis only. In order to assist you, we were able to provide contractors for you to call and work with privately. You would be working with the contractor privately and this is why it was advised that you be the one to communicate with them. At 2:41 PM, you had requested we call one of the suggested contractors. We were unable to reach the contractor at that time. We were able to determine that Steel Plumbing would be able to service you, however they were not available until Wednesday. Due to the nature of your issues, it was best to stick with the home owner defined option. You were also informed that your $70.00 service call fee would be refunded.   Plumb Creek Plumbing was able to get to your home on 01/19/18. They called to ask Landmark about your coverage around 5:54 PM. On 01/20/18 around 8:21 AM, we received the diagnosis and were able to determine what would be covered and what would not be covered with the contractor.   On 01/22/18, Landmark agreed to reimburse you for the covered repair. You were informed, by phone, that you would be reimbursed for the $441.00. It was explained that we do not cover items outside of your homes foundation. The check was then processed on 01/23/18.   “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 “*”.”   Upon my review, we have been able to communicate with you via phone throughout the duration of the service request. Landmark has reimbursed you in the amount of what would typically be covered. The remainder was for items that were excluded. You were not required to pay a service call fee either. There is nothing more the warranty can do to assist you with your out of pocket expense.   Respectfully,   Tiffany N[redacted] Customer Relations Manager [email protected]

Dear Ms. [redacted],
Thank you for bringing this situation to our
attention. Landmark would like to extend an apology for the amount of time it
has taken to complete the repair on your dishwasher. Landmark did order the
parts on three separate occasions and the contractor continued to inform...

us
that they did not have the part. Regardless, it is true that this repair should
not have taken as long as it has and should have been expedited, especially
with manager involvement. I do want to assure you that this situation is being
appropriately addressed with each party involved.
At this point in time we are honoring your
request for replacement. As Aida has offered, you have the option of accepting
a cash-out, and completing the repair on your own, or having Landmark order the
dishwasher and install it. With the second option you would need to pay for a
stainless steel upgrade, if that is something you elect. It is my understanding
that these options have been provided to you and we are waiting for a response.
Please let us know at your earliest convenience as we are eager to get this
resolved for you.
Landmark management does want to thank you
for your patience during this situation and we hope that you will accept our
official apology. In addition, please let me know if there is anything else I
could assist you with.
Sincerely,
Kristen B[redacted]
Public Affairs
[redacted]@landmarkhw.com

Landmark always takes care of my requests promptly and courteously.