Landmark Home Warranty, LLC

[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]

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]

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]

[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

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]

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

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]

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

[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]

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]

[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,

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

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]

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 !!

[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]

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]

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: they have control over who they use and don't use. Even after the weeks of delay, I asked why they didn't reach out to another contractor on their list due to the unprofessionalism from day 1 and even asked all to be escalated and send out certified contractors that wasn't on the list and that I would pay the escalation fee. All was denied and I was given multiple excuses and LMW made the decision to stay with them and deny seeking any others while I continued to wait. So if the request was made or considered and if they would had escalated like I requested instead of having me sit in 100 degree environment almost 2 weeks before the contractor they was sold on even came out. I even reported issues with this contractor after every visit up until it was finally fix. LMW needs to take some ownership due to their poor service and decisions and especially since they CONTROL who they use.Sincerely,[redacted]