Landmark Home Warranty, LLC

Hello [redacted], I appreciate your response on the Revdex.com. I appreciate your clarification of the issue. All information has been added to our system and forwarded to your Claims Manager, Sophia. I apologize if my providing the contract information upset you. The intention was simply to review coverage and clarify the issues that Sophia is working on and reviewing with the contractor. I understand how frustrating it is to miss work. I assure you that Sophia has expedited the review. You can reach Sophia with any questions or concerns by email at sc[redacted]@landmarkhw.com or by calling 1-866-306-2999 x: 538. We appreciate your patience and will assist you as soon as possible. Best wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

[redacted],  Thank you for reaching out to Landmark in regards to your service request. I see that you are...

frustrated with the outcome of your claim. I have reviewed the claim in question to better understand why your claim was denied. Unfortunately, I cannot meet your request for reimbursement, as this denial will stand. In comparing the independent contractors professional diagnosis, with the contract terms, we do not cover your system. Listed specifically in the Air Conditioning and Heating System of your contract, under exclusions, it states that we exclude radiant heat systems. All parts of this system, including your HVAC. I am sorry that you were not happy with the outcome of your claim. At this time Landmark has remained within the contract terms. We follow the contract to be equitable to all homeowners in every situation. Thank you, Candace P[redacted]

Complaint: [redacted]
I am rejecting this response because: if Landmark is admitting that a mistake was made and incorrect information was given to the customer, they should standby what was said to the customer. By crediting me the $60 for the service call, they are admitting they supplied me with incorrect information, but they are not fixing the problem by still refusing to repair the refrigerator. 
Sincerely,
[redacted]

I had to get AC repairs outside of landmark home warranty. With that being said landmark home warranty should refund me back the $250 I had to pay out of pocket.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

[redacted],  I understand your stance, however the diagnosis Landmark was provided by the independent licensed and bonded contractor stands. With that being said, this will not be covered, regardless of any second opinions.The contractor’s diagnosis follows: Coils are dirty and causing unit to ice up. When ice falls into drain pan it takes flakes of rust with it. the rust then blocks the drain. Recommends cleaning the coils and re modifying the drain line system. Your contract does not cover for cleaning or basic maintenance. For these reasons we are not able to cover the repairs. However, we look forward to serving you should you need us. And if you have any questions about the diagnosis and the reason for this denial please give us a call. I hope this helped clarify why Landmark will not be able to provide the repairs. Your understanding of the coverage provided by Landmark Home Warranty is important to us. Please contact us directly if you have any additional questions or concerns.  Thank you, Candace P[redacted]

[redacted],  The pictures provided by the contractor of your air filter indicate that that the filter had not been changed in some time, and if it had, the fact remains that there was an excess of dirt on it. With that being said, the independent contract, who is licensed and bonded provided a diagnosis and photographic proof of the filter and the filter restrictions. I am sorry that you are not happy with the denial. Landmark stands by the decision to deny the claim based on the contractors professional opinion.  I understand that you had your own contractor give you a second opinion and that it differed from the contractor that was assigned to you. Landmark understands that this is ultimately a professional opinion, and they can very from contractor to contractor. Again, I apologize that you are not satisfied with the decision that was made based on the contractors diagnosis, compared to your warranty coverage.  Landmark remains contractual with this decision.  Thank you, Candace P[redacted]

Landmark always takes care of my requests promptly and courteously.

[redacted], Your feedback is valuable to Landmark. We understand the position you were placed in. We recognize that you were placed in a difficult situation with temperatures increasing in the heat of summer. We received your online submission at 8:45PM on 7/31/2017, and sent a followup email needed...

additional information at 11:55PM the same evening. The request to reimburse will not be approved. Landmark carries out the terms of the warranty as they are written. Without prior authorization our contract prohibits reimbursement. We apologize for the extended hold times, and the agent availability to assist you problem. We continuously work to improve our services and will be sure that your concerns are heard.  Thank you,

Hello Mr. [redacted],I apologize for the continued frustration regarding this service request. I do understand that it is disappointing to find out you have costs that are not covered under the warranty.Landmark has worked with you to resolve this issue, but unfortunately, our efforts have not been met with acceptance. I am sorry that we have not been able to reach an agreement that is acceptable to you. Our only option at this point is to offer the Cash in Lieu for the claim. In the contract, it states that Landmark can offer the CIL at our discretion.Per the warranty:D. THIS CONTRACT DOES NOT COVER:#10 - REPAIR/ REPLACEMENT/ UPGRADING: LHW is not responsible for delay in obtaining parts or replacement equipment. We reserve the right to repair and/or replace systems and appliances with non-original manufacturer’s parts, including rebuilt or refurbished parts. We reserve the right to obtain a second opinion at our expense. We will not upgrade any covered item. We are responsible for providing installationof 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. Please contact our Claims Department to verify the name and address you would like on the check. Checks are only sent on Tuesdays and Thursdays. You are welcome to contact us with any additional concerns or questions at 1-866-306-2999. We hope to hear from you soon. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Buyin a home warranty from here was a bad idea. They came recommended from a friend and I have had a terrible experience twice. I still have a half working refrigerator and coming out of pocket almost $700 on my hot water heater that I found out I could have got done for less per the company who did it. Chose wisely when selecting a home warranty and this company is not it.

I do want to apologize for your frustrations, but unfortunately the refund will remain the same. You were contracted by a agent on the cancellation request on 12/30/2016- in the email that was also sent to you on that date it stated that if we did not hear from you your warranty would remain active....

Since your warranty was open, active and available to you. The refund is based on the guidelines of the warranty. I have attached a copy of the warranty to this email for your reference.   The total pro rata refund amount would be $162.50. If you would like to still cancel the warranty, please respond to this email and confirm the name and address that you would like to have on the refund check. Once confirmed, it will take 10-14 business days to get to you.     I would like to hear back from you, so that I can assist you in any way that I can. You can either reply to this email or give me a call at 866-306-2999 (ext.333), If I am unable to answer your call please leave me a message and I will get back with you as soon as possible.   Thank you and have a great day.

Hello Mr. [redacted], Thank you for valued feedback. I understand your frustrations with the additional costs on your HVAC service request. It typically will take some time for a leak on an evaporative coil to be visible. When your first service request was opened in August, the leak may not have...

been as apparent then as it was in December. I have recognized that in December, our first contractor did not diagnose the leaks. Often, a leak detection would need to be performed in order to pinpoint where the leak is occurring. The second contractor did determine your compressors and evaporative coils needed to be replaced. This was approved and covered by Landmark. Out of pocket costs are not uncommon, and some non-covered items may be necessary to ensure your unit begins returns functioning property again. Under the Air Conditioning and Heating system covered items, the warranty does state: “Refrigerant recovery, recapture and recharge limited to $20.00 per pound.” Landmark strives to assist our homeowners in everyway that we can. We do negotiate with our contractors on pricing for items that are not covered under the warranty. Therefore, as a Landmark homeowner, you are still receiving pricing at a fraction of the retail costs. If the out of pocket costs are unreasonable to you, an alternative option can be presented. A cash out offer can be worked up at Landmark’s cost for the repairs/replacements. This cash out can be accepted by you to assist you in your decision on how to continue with repairs. I hope that this clarifies why we are unable to cover the full cost of your Freon at this time. I am happy to answer any further questions you may have for better understanding. Respectfully, Tiffany N[redacted] | Customer Relations Manager | [email protected]

Hi [redacted], I am sorry that this situation has been so frustrating for you. I know you are disappointed in the service you were provided. When Landmark was provided the misinformation on the tonnage, we did proceed to assign a 2nd opinion contractor. He was not sent out when we found out that you had your unit repaired on your own. As stated previously, Landmark requires one of our independent contractors to perform the diagnosis. We also do not reimburse for work done outside the warranty. You chose to hire your own contractor instead of following the procedures as stated in the warranty. Landmark has followed procedure and is not liable for work you chose to have completed by your contractor. Again, I am sorry for this frustrating situation. I know you are disappointed. We honestly do our best to provide a positive experience in a timely manner for all of our homeowners. Thank you, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Hi [redacted], Thank you for giving Landmark this opportunity to address your concerns. We have researched your complaint and have reviewed the situation in regards to this Revdex.com complaint. Landmark initially received a service request for an A/C tune-up. This is not considered an emergency. It was noted...

that you did not want to wait until Monday for this service. This service request was then canceled. An A/C tune-up involves the following services per the contract: AIR CONDITIONING* TUNE-UP   COVERED: For the applicable service call fee ($70), LHW will perform 1 air conditioner tune-up as follows: calibrate thermostat; test temperature split; check refrigerant levels and system pressures; perform amp draw on condenser and evaporator motors and compressor; clean condenser coils; check contactors; check condensate lines; clean and tighten electrical connections; test capacitors; and test safety switches. NOTE: In the event a Contract Holder places an additional service request while the contractor is performing a tune-up at their home, the Contract Holder is required to pay an additional service call fee. LIMITS: Tune-ups are covered for 1 unit. Contract Holder will be responsible to pay the service contractor $30 for each additional unit. A new service request was opened stating that there was water leaking from the attic. This issue is separate from an A/C tune-up and is treated as such. There would be a separate service call fee of $70 for this new request. Again, the request was made to have a contractor come out before the next business day. This was not deemed an emergency because the A/C unit could be turned off to prevent further damage until the service could be provided. Per the warranty, an emergency involves the following: C. TO REQUEST SERVICE 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 Again, because the unit could be turned off, it would not cause interior flooding, and it would not continue to cause ongoing secondary damage to the home. I understand you were not happy to be required to pay the emergency fees for this service request. 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. Your concern has not been taken lightly. I am sorry that your claim did not go as expected. I do understand that it can be frustrating to have extra costs that you did not expect. We know it can be frustrating when something is not listed as a covered item under the warranty. I understand that this has been inconvenient for you. We honestly do our best to take care of our homeowners. Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

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.
I have been contacted by the business and they have offered to pay the $60 service fee to the 3rd contractor. I have also received a phone call from the local representative who expressed her concern and offered a couple of different options on how to resolve the matter. At this time, we have accepted the businesses offer of paying the 3rd contractor and wish to drop the matter at this time.
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.They did sent a plumber out today who remediate the issue in under an hour. It is a shame it had to come to a very public escalation, but I am glad the Revdex.com is here to help with issues like this.
Sincerely,
[redacted]

Hello [redacted], Please accept my sincere apology for this very frustrating situation. I understand that Landmark did not meet your expectations on this claim. I want to assure you that we always seek to provide the best possible claim experience for each of our valued homeowners. I understand that...

you felt that your situation required an emergency plumber. I am so sorry that we did not provide that service to you. I am glad that you were able to resolve the flooding/back flow issue. Our system indicates that Landmark is currently waiting for additional information to resolve the reimbursement request. Landmark requires proof of payment and a detailed, clear copy of the invoice. All parts and work need a clear breakdown to be reviewed. I understand that a Claims Manger has been working with you to obtain that information. You are also very welcome to contact me directly for assistance. I am happy to help in any way I can. Best wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty [redacted]

Hi [redacted], I apologize for this very frustrating situation. I received a message this afternoon saying that the service request was canceled by you until access can be addressed. If this is not accurate information will you, please let me know right away. I am sorry that this could not be taken care of right away. As soon as access has been provided, Landmark will assign a plumber to quickly finish the job. Thank you, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Hi [redacted], I understand that Landmark did not meet your expectation regarding this service requests. I am sorry that this issue has been frustrating for you. Your feedback is important to Landmark. Your concern has not been taken lightly. We always stick to the contract and all covered items every...

time. We follow the procedures with each of our homeowners. Landmark seeks to always create a positive claim experience in a timely manner. We follow the guidelines of the contract as to be equitable to all of our homeowners. Per the contract:             PLUMBING SYSTEM BUYER’S COVERAGE LIMITS: (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.   I am sorry that your claim did not go as expected. I do understand that it can be frustrating to have extra costs that you did not expect. We know it can be frustrating when something is not listed as a covered item under the warranty. I understand that this has been inconvenient for you. We honestly do our best to take care of our homeowners. Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

We wish you well in all of your home warranty needs.  Thank you.