Landmark Home Warranty, LLC

Complaint: [redacted]
I am rejecting this response because: LHW has not addressed my primary complaints about the warranty coverage communication process and how this process affected the decisions I made. Due to this lack of communication I am using the Revdex.com as a mechanism to obtain the warranty coverage I am due. As depicted in the email from Marcie K[redacted], I was not offered $250 towards the repair on my A/C. If LHW had offered me this option, I would have taken this offer. Also, my refutation of the denial is dated 10/2/17. The only response I received is from K[redacted] on 10/2/17: “[redacted], I will get this sent over to the correct party for you  Please keep my email and let me know if there is anything I can assist you with.Kind Reagrds,Marcie K[redacted] | Claims Manager | Landmark Home Warranty (o) 866-306-2999 Ext 646  www.landmarkhw.com” I waited five business days for LHW to respond, all the while suffering through 90 degree weather with 93% humidity (I have documentation of these temperatures). On Friday, October 6th, I could not wait any longer (in total I waited 12 days) and secured a repairperson to fix my air conditioner. (As a side note, Texas State Law mandates that property owners (landlords) have seven business days to repair major appliances that impact livability for tenants.) The repair did not work because once an A/C unit leaks refrigerant it needs to be replaced (This statement was verified from six repairpersons we interviewed before replacing the system).It is unfortunate that the $250 repair credit was not communicated to me. That effort would have changed the outcome of this situation. However, I do have written recommendations from several repairpersons advising me to replace my HVAC system. Given that the attempted repair did not cause the A/C to stop working, rather it was normal usage, LHW should have agreed to replace the A/C rather than deny the claim.As previously stated, I am making a formal request for LHW to compensate me for the following:a)    Repair of the A/C $1062b)   Replacement of the HVAC system $5631c)    Time away from work $1232Total: $7925 Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: We were told we would be reimbursed and now you guys are retracting from that you guys are nothing but  frauds  I would like my new fee refunded please I will not do business with you guys ever again 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  This water heater has had maintenance in the past or it wouldn't have lasted 20 years.  I spoke with our local rep, Summer Sweeney and was basically told they do cover sediment build up on their "higher cost" plan.  We were issued the standard plan that every buyer gets when they buy a home from a seller.  There is no point to having this warranty at all.....period!  Summer also told me that Idaho's Landmark Co. has good ratings compared to the ratings on Revdex.com, Yelp & Consumer Affairs web sites.  However upon posting on our neighborhood blog I have had a great response from people with this plan who are as frustrated & angry as I am dealing with Landmark.   I will never use this plan again nor promote it to anyone I know.
Sincerely,
[redacted]

This company is a scam they will try everything to not pay for normal wear and tear. My oven door glass broke and they're saying its cosmetic. It is not cosmetic its a hazard plus the oven is not heating up because of it. BE AWARE OF WHAT YOU SIGN UP FOR!!!

[redacted],  I am diligently working to resolve the issue at hand. I will be working closely with your claims manager. We are awaiting a diagnosis from the contractor this morning. Once that has been received, we will be able to move forward. Thank you,

Mr. [redacted], I apologize for giving you incorrect information. The claims department had been reviewing your request for a refund on the [redacted] service call fee. The review was taking place at the time of my first response to you on the Revdex.com. It was determined that you were in fact aware that your service call fee would not be refunded. You were provided a copy of the contract. I previously stated the contract in regards to the service call fee in my 1st response. 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. The fee is paid to the contractor whether the service is covered or denied. Your request was denied as it was not covered under the warranty. You may refer to my previous response for warranty details regarding your claim request. Again, I apologize for leading you to believe there would be a refund of your [redacted] service call fee. We follow the contract as to be equitable to all of our homeowners. Thank you, Elise N** | Senior Reputation Specialist | Landmark Home Warranty [redacted]

Complaint: [redacted]
I am rejecting this response because:Landmark's website specifically states: "A home warranty covers systems and appliances in a home that have failed from normal wear and tear.  Systems and appliances have lifespans - they break down, wear out, and stop working, unfortunately.  They won't last forever, and a home warranty is there to help soften the cost of paying for a brand new system or appliance when it fails from old age (normal wear and tear)."  Source:https://www.landmarkhw.com/resources/home-warranty-education/what-does-...⇄ reply to my complaint stated: "Our contract indicates we cover for the components and parts of your unit. Two contractor have come out and advised that the parts that make your unit run are fine and not in failure. However, you are experiencing performance and efficiency issues with a 40 year old system.  Where the mechanical components, meaning the parts that make the unit run, are still working this remains denied."Per my contract with Landmark, the following is stated:In Section A Service Overview, number 2: "LHW will repair or replace systems and appliances mentioned as covered that: a. Are in proper working order on the effective date of this Contract"Section A Service Overview, number 3: "LHW will repair or replace covered systems and appliances whose malfunctions, defects, and improper conditions precede the effective date of this Contract, including subsequent repairs required due to rust, corrosion, sediment, and/or lack of maintenance if:ii.  A simple mechanical test is defined as turning the item on and off to ensure that it is fully operational. While turned on, the item should operate as intended, without causing damage, irregular sounds, smoke, or other abnormal outcomes.b.  The Contract Holder provides a home inspection report performed within 60 days prior to the effective date by a state licensed inspector, and covered items are documented as inspected and in proper working order and without indication that the covered item is in need of maintenance, repair, or suggestion of imminent failure.As I mentioned previously, our A/C unit is FAILING to cool.  Landmark reports back to us that they are told by the people they sent out to evaluate our system that everything is working properly but will not provide notes or reports stating this.  We were told by Greg H[redacted] of Eco Air (whom Landmark sent out for a second opinion) that our unit was not cooling properly and that he was going to recommend to Landmark that it be replaced.  When I asked Landmark about this they told me there was nothing in the notes about replacement.  I gave them Greg's number and he was willing to speak with them directly but they still didn't contact him and denied our claim.  Landmark claims "...home warranty is there to help soften the cost of paying for a brand new system or appliance when it fails from old age (normal wear and tear)."  I understand that mechanically our system turns on and runs forever but IT DOES NOT COOL.  Landmark implied that this is due to it's age (normal wear and tear).  The contract states "LHW will repair or replace systems that are in proper working order effective date of this Contract."  Our a/c stopped cooling within the first week of living here.  The contract states, "A simple mechanical test is defined as turning the item on and off to ensure that it is fully operational.  While turned on, the item should operate as intended...without causing other abnormal outcomes."  When the a/c is turned on, it DOES NOT operate as intended and the outcome is abnormal - the unit runs but fails to cool.  The contract states "The Contract Holder provides a home inspection report...and covered items are documented as inspected and in proper working order and without indication that the covered item is in need of maintenance, repair, or suggestion of imminent failure."  I provided the inspection report and the a/c tune-up report that was performed on the unit by the seller prior to closing.  The a/c was confirmed tuned-up and in working order upon moving in.I have done everything Landmark has asked and been more than patient.  Landmark is not upholding what they state in the contract and on their website which can only be construed as false advertising and breach of contract.
Sincerely,
[redacted]

my ** dollars was not refunded
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Insufficient allowance to replace  and install new unit
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Any filter you pull out of an A/C unit will be dirty.  The unit can operate for 1 hour after the filter has been replaced and be dirty.   The filter was not restricting air flow because I put it behind a box fan and there was no difference in air flow.  The capacitor has gone out twice within a very short period of time.  This time you're saying its from a dirty filter.  The first time (a few months ago) was an unknown reason, but it was not from a dirty filter.  The unit was serviced in November and its now February and lack of maintenance was not an issue.   The boards have been replaced twice as well within a short period of time.   There is a bigger problem with this unit that has not been identified yet and it's not due to a lack of maintenance.   It's my opinion that Landmark is documenting a "lack of maintenance" to avoid future repairs.  If I'm wrong, then you're contracting with inexperienced vendors that aren't repairing the equipment properly and that's the reason it keeps breaking from the same issues.  Either way, I keep paying my copay to repair the same issues and now I had to pay an additional $135 to replace a capacitor that was recently replaced.There are too  many questionable practices that occurred with this repair when compared to claims in the past.  If you were looking out for my best interest with the questions about troubleshooting with my A/C unit, then you would have asked the same questions for past claims.  In addition, you have not previously requested any detailed information about the problems of the system when opening a past claim.  All other claims descriptions have been just as vague as the current one.  If the unit is not coming on, that's about as much information as I can give you, because I don't know what's going on.  It seems that the value of having a warranty would be a service person to inspect the unit to tell me what's going on rather than me providing detailed information as you mentioned below.  This "courtesy"  of asking me for more detailed information cost me several days without the unit being fixed (I filed on a Wed and a repairman didn't come until the following Tues) so in actuality,  I don't think you were actually doing me any favors.
Sincerely,
[redacted]

Like I said before,If they will agree to compensate me for my additional time, I will provide the documentation. With they don't, I will not spend any additional time.  
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
home
MsB[redacted], The following facts you have presented
are incorrect/lacking pertinent information pertaining to this complaint: 1.
The floors were not torn up by the
contractorThe contractor was going to proceed with a wax ring install and
reseating of the toilet until I insisted on pulling up the linoleum to inspect
for mold damageI pulled back the linoleum in front of the contractor to
identify any mold damageNote: This details poor plumbing practices on behalf
of Landmarks agent [redacted] as said agent was going to reinstall
toilet over molded subfloor with out subfloor inspection2.
Original claim was submitted
12/30/and worked on 1/6/2014.3.
The technician sent out 2/17/
found the leak after removing the toiletThe leak was not visible until the
bowl was removedAs I stated in my warranty repair request there was no real
evidence of a leak but the smellThe toilet was not loose but if [redacted] would like to maintain it was let this further detail Landmarks agents
poor plumbing practices, as proper toilet installation should last longer that
a yearNote: During my claim submission I stated a leak was not visible but that
I had suspected a leak due to a pungent/sour smell I had noticed in the
bathroom and could not find the source ofAdditionally I believe I somewhat
confirmed the presence of moisture under the bowl to the Landmark phone rep after
sliding a piece of paper under the toiletThe leak could have been present
since initial installation on 1/6/and I will be happy to provide an expert
on mold growth such as Microbiologist professional/expert if we must go to
court Frankly mediation is not landmarks
responsibility, problem resolution isLandmark has failed to uphold its end of
my warranty claimI have paid for a service request and have not received service
from the service requestAdditionally the 1/6/service by Landmarks agent
has caused damage to my homeLandmark has partially taken responsibility for its
agent "[redacted]" poor plumbing practicesLandmarks faulty workmanship
led to mold damage of my homePrior to [redacted] I had no subfloor
damage due to moldAs I have stated Landmark is responsible for its agents
work regardless of any verbiage Landmark may provide attempting to justify
otherwiseLandmark is party to the damages because Landmark selects, and
initiates contact with the agents who perform repair on behalf of the contract
Additionally Landmark is party to the damages due to its unique
prearranged/contractual relationship with it agents. Evidence
of relationship:
To ensure you receive reputable and unbiased service, we have built an
extensive network of Independent Contractors who provide service to our
Contract HoldersLandmark does not permit its
warranty holders to hire there own contractors to complete warranty repairs
unless there are no "networked Independent Contractors" available for the
service requested: (Cont.) "Our
network, however, is not all-inclusive for every trade, in every townFor that
reason, we may authorize or require you to contact your own Independent (out of
network) Contractor directly to obtain serviceIf so, a Customer Care
Representative will provide you with Independent Contractor requirementsLHW
will authorize payment or reimbursement for approved service and/or repairs,
based on our negotiated rates with our Independent (in network) Contractors and
Supply Warehouses."These actions listed and the
contractual details listed above by Landmark directly involve Landmark in my
repair claim and negate any indemnification of responsibility on Landmarks
behalfLandmark should make sure it performs due diligence to ensure the
problem is correctedThis may require Landmark to instruct its agent or "Networked
Independent Contractor" to correct the problem, provide or have its "reputable
and unbiased Independent Contractor" submit a claim to there insurance
company to have the problem corrected, or hire another contractor to correct
the repairRegardless Landmark needs to understand they are directly
responsible.
home
Bottom
line: If the issue is not adequately corrected
by Landmark or its agent "[redacted]" within the next days I will ensure the legal system sorts out contractual roles
and responsibilities of Landmark, its Agents, and myself as a Warranty holder
Respectfully,
Chukwuma U[redacted]

Hello Mr. [redacted], I have received your response on the Revdex.com. I apologize for the delayed call back from Regis. Because you posted on the Revdex.com, this issue is now mine. I am sorry for the frustration regarding your service request. Our system notes that you felt you were required to have work done outside the warranty coverage. Landmark does not usually cover for any repairs completed without pre-authorization. However, I am willing to review the service request in question. Would you please provide the invoice(s) from the work completed outside the warranty? I also need proof of payment on said repairs. You may take a clear, legible picture on your phone and email it or scan the papers. Once received, the information will be reviewed. This is not a guarantee of any type of reimbursement. I look forward to hearing back from you directly. Best, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

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.
Sincerely,
[redacted]

From: Elise N** Sent: Monday, March 28, 2016 5:04 PM To: '[redacted]' <[redacted]@gmail.com> Subject: Review Response Hi [redacted], I was able to have claims department review your issue. I do have to refer to #2 in the service overview which states: LHW will provide service on listed...

covered systems or appliances that: a) are installed and located within the perimeter of the Main Foundation and Garage (attached or detached). Additional living space in garages or separate from main home are not covered unless additional Option chosen. Systems or appliances located on the exterior or the outside of the home (including porch and patio) are not covered (with exception of items marked with an “*”). Any additional detached structures are not covered unless specified as an Option. b) were properly installed and in good and safe working order on the Effective Date of this Contract. c) have become inoperable due to normal usage after the Effective Date of this Contract. d) are reported during the term of this Contract. Unfortunately the inspection report shows that issues with the A/C unit were known at the time of your home purchase. Also, the unit did not become inoperable due to normal usage. It became inoperable because the Freon lines were not installed correctly in 2009. Before the purchase of your home. I am so sorry. I know this is not great news. I did however find that you have no fault coverage and in Texas  that amounts to $250.00. I know that this does not cover for your out of pocket costs on the issue, but I hope it helps. I am sure this was a very frustrating situation for you as a homeowner. I did speak with the contractor and he explained that there really wasn’t any other options that would keep your unit running. I do understand that this situation has not been ideal. Please know that we do value you as a home owner and we always stick to the contract and all covered items every time. I am happy to answer any additional questions and you are always welcome to contact me directly. Best wishes, Elise N**

Complaint: [redacted]
I am rejecting this response because:  This e-mail was originally sent to us on 6/17/2017 - and it did NOT provide a date on which our A/C would be repaired/replaced.  We patiently waited over 10 days with no resolution in the ever soaring Arizona temperatures.  We want Landmark to honor their commitment and pay us our out-of-pocket expenses of $6,800.
Sincerely,
[redacted]

Hi [redacted], I apologize for the frustration regarding this claim. I understand it can be disappointing to have extra costs you did not plan for. I appreciate your Revdex.com feedback and your concerns are not taken lightly. I understand that you have been working with Deanna R. in Claims and at this time you...

have come to an acceptable agreement on the amount for your cash in lieu. I see that Deanna processed the request yesterday and the check will be mailed today. You can expect to receive it within 4 to 10 business days. Please feel free to reach out to me directly should you have any additional questions or concerns. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

[redacted],  As stated, they do not have separate part numbers. At this time, your claim remains denied, as previously stated. You are a valued homeowner to Landmark. I am sorry that you are unhappy with the denial.  Thank you,

[redacted],   Thank you for taking the time to state your feedback. I am sorry to hear of your experience. It was determined that the failures that occurred were due to an overloaded breaker. It appears that your home was converted into a type of an upstairs and downstairs apartment. When that was...

done, the electrical devices were not upgraded. This caused the overload and fire. Unfortunately, the failures are not covered under the warranty as it is not normal wear and tear and a listed exclusion.   “D. This Contract Does Not Cover 1. Repairs or replacement required as a result of fire, freeze, flood, or other acts of God; accidents; vandalism; neglect; misuse; abuse; missing parts; cosmetic defects; design flaws; manufacturer defects; structural defects; power failure, shortage, surge or overload; inadequate capacity; or damages due to pests or pets.”   At this time, Landmark will not be able to provide coverage for your electrical service request. The contractor that was assigned is still more than happy to continue working with you to provide a quote repairs.   If you have any further questions, I would be happy to answer them for you.   Respectfully,   Tiffany N[redacted] Customer Relations Manager [email protected]

Hello [redacted], Thank you for providing Landmark Home Warranty with this feedback. I appreciate the time you took to share your experience. I am sorry that we were not able to meet your expectation of service on your boiler. This complaint has been brought to the attention of our Claims Management...

Department. We will review this situation right away. 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 want to assure you that management is doing everything possible to ensure that our valued homeowners are taken care of within the parameters of the warranty. 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. I assure you that your feedback is very important to Landmark Home Warranty and is never taken lightly. We honestly do our best to take care of our homeowners.   Thank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com