Landmark Home Warranty, LLC

Hello [redacted],   I received your Revdex.com complaint today. I am researching the issue and will work toward an appropriate resolution for you. I apologize for this very frustrating service experience. I just wanted to clarify whether you are still waiting for the repair to be completed or if you had to...

purchase a new machine? I can work with either. I just want to make sure I am headed in the right direction in trying to resolve this for you. If you would like to work directly with me, I will be able to respond faster. Please don’t hesitate to ask me questions or let me know your concerns.   Best wishes,   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]

Hello [redacted], Thank you for taking a moment to provide feedback on your experience with this claim. I assure you that we always seek to provide a positive experience in a timely manner. In your claim resolution, we have been waiting for parts availability and shipment. I can see that you have been...

working with Amanda and Candace. They have been dedicated to providing a positive resolution for you. Our system notes indicate that Candace was able to provide an update to your claim this morning. From: Candace P[redacted] Sent: Wednesday, March 15, 2017 7:22 AM To: [redacted] <[redacted]> Cc: Elise N** <en**@landmarkhw.com> Subject: RE: [redacted]// [redacted]// Chandler, AZ 85225 [redacted], I completely understand your frustration with this request. I have not heard back from my contractor relations team. I will be reaching out to them within normal business hours to get this resolved for you. Again, I apologize that at this time we are not meeting your expectations however I am doing everything I can to be able to get this taken care of for you. Thank you, Candace P[redacted] Thank you for your patience in this matter. We appreciate you choosing to be a member of the Landmark Family. Best wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Ms. [redacted], I apologize that it has taken some time to respond to your Revdex.com complaint. Because your claim is still open and active it is difficult to address all the points in your complaint. I would like to review your service requests and make sure that you and Landmark are on the same page. On...

3/26/2016 a service request was opened for an A/C tune-up (SR# [redacted]), which is covered under your warranty as stated below. A/C & HEATING SYSTEM PRE-SEASON TUNE-UPS COVERED: For the applicable Service Call Fee ($60.00), LHW will perform 1 A/C Pre-season Tune-up between February 1st and March 31st as follows: LHW will calibrate thermostat, test temperature split, check refrigerant levels & system pressures, perform amp draw on condenser motor, evaporator motor and compressor, clean condenser coils, check contactors, check condensate lines, clean or replace filters (owner supplied), clean & tighten electrical connections, test capacitors, and test safety switches. EXCLUSIONS: Filters, Recharging of Freon or Refrigerant, Clearing of condensate line stoppages, Evaporator/Indoor coil cleaning including acid cleaning, Cleaning or unclogging services required to correct problems related to the lack of manufacturer recommended maintenance (filters must be replaced monthly). BUYER’S COVERAGE LIMITS: Maintenance Tune-ups are covered for 1 unit. You will be responsible to pay the service contractor $30 for each additional unit. Because you did request the tune-up within the correct tune-up dates, we assigned [redacted]. to complete the dispatch ticket. According to the contractor, he scheduled your visit on 4/1/2016 between 2 and 4pm. He completed the tune-up and Landmark covered it under the warranty. He did not notice any problems with the unit at that time. You paid the required $60.00 service call fee. Per the contract: 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, except for where noted in SUBTERRENEAN TERMITE TREATMENT. In remote service areas an additional $40 fee will apply at time of service. Remote service areas can be discovered by phone at ###-###-####, or online at [redacted]. 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. In referencing the warranty above, the A/C tune-up is only for regular maintenance. The above actions/cleaning did take place at the time. . If the HVAC contractor had noticed any issues when he completed the tune-up he would have let you know so that you could contact Landmark to open up a repair service request. On 4/22/2016, Landmark received a service requests stating that the A/C unit was not cooling. This is a completely separate claim because it does not fall under the coverage of an A/C tune-up (SR# [redacted]) On 4/25/2016, Landmark was able to find a contractor that could make a diagnosis in regards to the A/C issue. [redacted] was assigned to the dispatch ticket. I do see that you called in to the claims department inquiring about the service request. Because it is the height of the season for A/C repairs, it took a few days to find a contractor that could see you in a timely manner. Our contractors are working overtime to meet all of the needs of our valued homeowners. On 4/26/2016 the contractor called in with the diagnosis that a leak test was needed to determine where the leak was, because the leak was not found in the accessible lines. He explained why the leak test was not covered under the warranty, and he stated that you agreed to pay the out of pocket cost for the test. Per the contract you are required to pay the $60.00 service call fee. Per the warranty: AIR CONDITIONER/COOLER* COVERED: Electric Central Air Conditioning including Condensers, Evaporative Coils, Compressors, air handler, leaks in accessible Freon Lines, Electric Wall Air Conditioning, Water Evaporative Coolers, and thermostat. (The key word here is accessible) NOTE: Coverage available on Cooling Systems with capacity not exceeding five (5) tons per unit (unlimited units covered). R-410A MODIFICATIONS: If LHW determines that Air Conditioning unit must be replaced, we will replace the unit with a unit that meets the current Federal, State and/or Local Government efficiency standards and replace necessary covered components, including Air Handling Transition, Evaporator Coil, Refrigerant Lines, Secondary Drain Pan and Line, Plenum, Duct Transition and Indoor Electrical. If R22 parts or systems are no longer available, LHW will repair or replace the failed component with R410A equipment and cover the cost of modifications necessary to maintain compatibility. EXCLUSIONS: Gas Units, Filters, Dampers, Maintenance, Cleaning, Noise, Condenser Housing, Pads, Water Towers, Water Trays or Drip Pans of any kind, Roof Jacks & Stands, Improperly Sized Systems or Systems with Mismatched Capacity per Manufacturer’s Specifications, Inaccessible or Not Visible Coil Lines, Zone Control Systems, Chillers, Pre-Coolers, Freon Recapture/ Recovery or Recharge. (Please note that Landmark does not cover for an inaccessible or not visible coil line) On 4/26/2016 the system notes state that you called in to Landmark and did not want to pay for leak test. You said the tune-up contractor did not do his job and did not notify you of the leak. Again, the tune-up is a completely separate service request. Often a leak appears after the unit has been running for a while. This is considered to be a normal wear and tear issue. You wanted to know where in the contract it stated that we do not cover for the leak test. If you refer to the contract above, it does not mention the leak test for non-accessible lines. However, on the bottom of your contract page it does state: * If the part or service required does not affect the functioning of the working unit, it is not covered. This contract covers only the items mentioned as covered and excludes all others. Landmark does not ever cover for a leak test because it requires specialty equipment and is done for non-accessible lines. (Which are not covered under the warranty). I understand that this was frustrating for you. It is never fun to have extra expenses that you did not plan for. The contractor called in to Landmark the same day and provided the diagnosis on the claim. He stated that he tried to explain to you the need for modifications to bring the unit up to code. He also stated that you walked away while he was explaining the repair needs to you. The diagnosis came in stating, “Diagnosis: 28 year old Lennox Evap Coil needs to be replaced due to a leak, the furnace is on top of the evap coil and the return plenum is on top of the furnace, both are access issues. Corrections will be needed for the furnace; the vent piping and the iron black piping gas line which needs a sediment trap. The drain line on the evap is out of code due to being piped down on the floor to the outside which is an improper repair. Homeowner paid for leak search.” Per the contract, there are two issues regarding this issue that stand out: SERVICE OVERVIEW – A #2       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. #3       This Contract does not cover defects known prior to the Effective Date of coverage. Known defects are excluded from coverage until proof of repair(s) is received by us. We provide coverage for unknown conditions if the condition would not have been detectable by the Buyer, Seller, or Agent through visual inspection and simple mechanical test. For example, a simple test would be visual inspection of a heat exchanger for cracks or a carbon monoxide test. (You have not provided a copy of your home inspection report to Landmark, and the A/C contractor believes that the problem would have been noticed by an inspector). Our contractors are the eyes and ears of Landmark in the field and we trust their expertise and diagnosis. C. TO REQUEST SERVICE #6       To ensure you receive reputable and unbiased service, we have built an extensive network of Independent Contractors who provide service to our Contract Holders. Our network, however, is not all-inclusive for every trade, in every town. For that reason, we may authorize or require you to contact your own Independent (out of network) Contractor directly to obtain service. If so, a Customer Care Representative will provide you with Independent Contractor requirements. LHW 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. I do understand that there is a significant amount for you to cover out of pocket for the modifications to bring the unit up to code. Per the warranty the following things are not covered: 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, Improper Installation, Cosmetic Defects, Design Flaws, Manufacturers’ Defects, Structural Defects, Power Failure, Shortage, Surge or Overload, and Inadequate Capacity. #2       Failure to Clean or Maintain, Improper Previous or Attempted Repair, Routine Maintenance, Odors, Noises, Damage due to Pests or Pets, Neglect, Misuse, Abuse, Missing Parts, or Adjustments. #9       CODE UPGRADES/ TOXIC MATERIALS/ PERMITS/ DISPOSAL: If upgrades are required, LHW cannot perform service until you complete corrective work. If additional costs are incurred in order to comply with regulations, we will not be responsible for the added expense, nor will we pay any cost relating to permits. LHW will not perform services involving hazardous or toxic materials including, but not limited to, Asbestos, Mold, Lead Paint, or Sanitation of Sewage Spills, nor will we pay costs related to recapture and/or disposal of Refrigerator/Freezer Refrigerants, Contaminants, Hazardous or Toxic Materials, Systems or Appliances. #10     REPAIR/ REPLACEMENT/ UPGRADING: LHW is not responsible for delay in obtaining parts or replacement equipment. We reserve the right to repair and/or replace systems and appliances with non-original manufacturer’s parts, including rebuilt or refurbished parts. We reserve the right to obtain a second opinion at our expense. We will not upgrade any covered item. We are responsible for providing installation of equipment comparable in features, capacity and efficiency, but not for matching in dimensions, color, or brand. We are not responsible for the cost of construction, carpentry, or other modifications made necessary by existing or installing different equipment. We reserve the right to provide cash in lieu of repair or replacement in the amount of our actual cost. When providing cash in lieu of replacement, installation is limited to one hour of labor. Payment will be provided based on our negotiated rates with our Independent Contractors and Supply Warehouses, which may be less than retail. We are not responsible for work performed once you accept cash in lieu of service. If we provide reimbursement or cash in lieu of service the approximate time to issuance of a check is 10 business days. #11      LHW is not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system, or appliance, or component, or part thereof, or with new type of chemical or material utilized to run the replacement equipment; including but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by Federal, State, or Local Governments (*except noted in Central Air Conditioning). AIR CONDITIONER/COOLER* R-410A MODIFICATIONS: If LHW determines that Air Conditioning unit must be replaced, we will replace the unit with a unit that meets the current Federal, State and/or Local Government efficiency standards and replace necessary covered components, including Air Handling Transition, Evaporator Coil, Refrigerant Lines, Secondary Drain Pan and Line, Plenum, Duct Transition and Indoor Electrical. If R22 parts or systems are no longer available, LHW will repair or replace the failed component with R410A equipment and cover the cost of modifications necessary to maintain compatibility. The warranty is very clear on coverage for the A/C unit and repairs. The information from the contractor was correct in his diagnosis. I understand that the HVAC contractor offered you a quote for the repair of $1,999.00. This is a large sum to cover when you did not expect it. I can completely understand the frustration with the situation. A second opinion was requested, authorized, and covered per the Landmark Contract. You were notified that you would not be required to pay the $60.00 service call fee on the second opinion. On 4/27/2016 the second opinion was assigned to [redacted]. The [redacted] contractor had the following to say about his diagnosis, “Diagnosis: Coil has a major leak, flu pipe is the wrong size, and drain line is going through wall onto the ground. There no way to get to the coil in case of an emergency because its barricaded by an outside wall. If it floods there no way to get the water out. You would have to break through the walls. Electrical is running with the drain line.” I can imagine how frustrating it would be to deal with this issue while melting in the Texas heat. Having a working A/C unit is imperative to living in Texas. I have been there and appreciated the A/C very much. Again, the 1st contractor was sent out to diagnose the issue for possible repair. On 4/29/2016, [redacted] called in to Landmark to provide the contractor stated that there was just no way to repair the unit without significant modifications. It must be modified to meet code and inspection. They stood by their quote of $1,999.00 for the out of pocket costs. The evap coil was found to be leaking due to age and corrosion. The contractor stated that it must be replaced to finish diagnostic. Your unit is over 30 years old. It must be brought up to code. Ms. [redacted], I see in the notes that multiple times you requested a reimbursement for the leak detection test. Several claims managers explained why we will not cover for it, and why we will not reimburse you. I can understand the frustration. Landmark follows the contract to be equitable to all of our homeowners. Landmark will cover the replacement of the evap coil, per the contract. The replacement cannot be completed until the modifications are completed. I can see from the system notes that you were very upset about what Landmark would replace and how much we pay for what we cover. Landmark gets significant discounts from our supply houses due to the bulk of our business. I previously posted the contract #10, this contract does not cover. You may refer to that if you need clarification on our pricing structure and how we work up a cash in lieu. Again, per the contract: D. THIS CONTRACT DOES NOT COVER: #9       CODE UPGRADES/ TOXIC MATERIALS/ PERMITS/ DISPOSAL: If upgrades are required, LHW cannot perform service until you complete corrective work. If additional costs are incurred in order to comply with regulations, we will not be responsible for the added expense, nor will we pay any cost relating to permits. LHW will not perform services involving hazardous or toxic materials including, but not limited to, Asbestos, Mold, Lead Paint, or Sanitation of Sewage Spills, nor will we pay costs related to recapture and/or disposal of Refrigerator/Freezer Refrigerants, Contaminants, Hazardous or Toxic Materials, Systems or Appliances. I have received the multiple complaints on social media. I am very sorry that you did not get what you expected. 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. My current records indicate that you have been offered a Cash in Lieu for the remainder of you’re A/C coverage limit. The amount of $ 670.00 has been offered as the cash out and is currently being processed. Once the cash in lieu has been processed you can expect to receive it within 10 business days. I hope that this review has been helpful in reviewing why Landmark has handled your claim. We do appreciate you as a homeowner. Your understanding of the coverage provided by Landmark Home Warranty is important to us. Please contact me directly if you have any additional questions or concerns. Regards,

Hello [redacted], Thank you for offering us the time to address your concerns with the most recent service that you have had with the plumbing contractor. We would like to be able to further address this situation with you. You have recently called into our office and were advised to send us the...

invoices and documentation you have on the work that was completed. Once these are sent over to us, I will be in touch with the claims manger assigned to your claim to make sure that we have these items reviewed properly. Once the invoice is reviewed we will be able to reach back out to you to advise the next steps in resolving the concerns you have had. We do look forward to assisting you in any way that we can. Thank you Cheyenne R[redacted] | Customer Relations Manager| [email protected]

I am very disappointed with Landmark. Called 4 times and my service needs were not covered. Even worse, they took $70 contract call fee to later reference the home inspection report stating the water heater was not working before the house purchase. I asked for a cancellation and full refund of the policy and they took within 2 weeks of the warranty purchase over $168! Almost 19% of the total cost as a penalty! Very disappointing! I will NOT recommend Landmark. Try other home warranty providers!

Complaint: [redacted]
I am rejecting this response because:
This is the same standard message they typed to me on social media outlets where I posted reviews.  This same response message was typed on several others, not just mine either.  I feel that this didn't address anything specific to my case.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:A. I never mentioned that this was an emergency until Friday (4 days from first filing) and Landmark at that time told me that they had no answer as far as if or when they would be able to relocate the part.  At this point, the Subcontractor had misdiagnosed the issue twice.  I had also asked to have another contractor and you denied me that option.  I also asked to hire my own contractor and you denied me that option.  You told me that there was nothing you could do until Monday but your contract stipulates that you are a 24/7/365 service provider.  So you breached your contract by denying me a weekend option.Secondly, your contract defines emergency incredibly narrow and does not take into account extenuating circumstances.  My circumstances are that I am trying to sell my house and we were showing on Saturday.  How am I supposed to sincerely honor any potential buyers when my heat doesn't work and my house is 62 degrees?  I made this clear to your claims person and she blew me off.  This is an emergency, regardless of your very adhesive and unconscionable contract, which is exactly what I will be claiming in our arbitration.  Not only that but I told you that I would give you until Monday and on Monday, there was still no timetable for a fix.  So six days from my initial claim, there was still no definitive answer if and/or when my situation would be remedied.  That is not reasonable and also it is a breach of good faith and fair dealing.  So, based on my claim, you not only breached your 24/7/365 guarantee, and your 24 hour expedition of service due to emergency, you breached your obligation to offer me alternative service.  Going back to your claim that you expedited anything, that is also a lie.  I asked the woman on Friday to expedite the part for the third different diagnosis by your inept Subcontractor and she said she would not do so.  So despite everything in your contract, you refused to make a reasonable and good faith attempt to help resolve my issue.  You potentially cost me a buyer for my home and you seriously inconvenienced and affected my lifestyle for over a week.  This Revdex.com effort is only one avenue.  I am filing a Demand for Arbitration with the AAA, a complaint with the AZ Attorney General's Office, a complaint with the AZ Bureau of Consumer Affairs and I am publishing my complaints with every media outlet in the state.  I will not quit until I am reimbursed every penny and for every inconvenience.  I will tell you right up front, I specialized with the Homeowner Advocacy Unit at the Sandra Day O'Connor College of Law at ASU and this is what I did for three years in law school.  You will not win and I promise, this is going to hurt you far more than the measly amount I am coming after you for.  I've read your reviews on Yelp.  We will find a much better platform to publicize your embarrassing treatment of your clients.  FYI, I called another Sub and he diagnosed the problem within 24 hours and is fixing it as we speak.  Entire process, less than 48 hours, so in fact, you have no excuses.  This is your last chance.  I will be sending you a bill for the full amount.  If it is not paid promptly, I will be taking all of the actions I spoke of and I will be seeking punitive and compensatory damages.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
When I agreed to move forward with the new appliances and paid Landmark it was made clear that I would have to pay no additional amount to have this work done. The rep specifically stated that I would not have to pay any additional amount and the full install would be covered with this payment. This is what I agreed too and paid for. I was not notified that I would have to pay for any of the additional work utill my payment was taken and processed. I find it compleatly unacceptable that the agreement would change once the payment was made and never confirm this change with me. 
Sincerely,
Travis D[redacted]

Complaint: [redacted]
I am rejecting this...

response because:The response from Landmark did not address the core concerns of my complaint.  I called and accepted the out of pocket charges they addressed in their response the same day they left me a message however, my AC has still not been repaired.  We are now going on three weeks without air conditioning in San Antonio, Tx of all places.  I think any reasonable person would agree that is not adequate service.  Additionally, Landmark failed to address the fact that the first company they sent over to us was from out of the area and refused to return for the follow up service because of the distance our house was from their operating area, Landmark then charged me again to send out a company that was local.  This second charge was due to the company they selected initially and was their responsibility.  Ultimately Landmark has an obligation to cover their warranty items in my house, it has been three weeks and they have failed to meet that obligation.  Furthermore, I was double charged and still no resolution.  Landmark is in violation of our agreement and I would like a refund on the price I paid for the home warranty so that I can find a more reputable company to hire.
Sincerely,
[redacted]

Dear Ms. [redacted],
Thank you for giving us this opportunity to address your
concerns. It is my understanding that you are requesting that Landmark Home
Warranty refund the $60 service fee paid to the contractor. Since the claim was
opened in error before payment was provided, the needed repair...

was pre-existing
before the contract was active. Landmark simply cannot provide coverage that is
not paid for. Due to this information I will be refunding the $60 service fee
to you since the claim should not have been opened. Please allow 8-10 business
days to receive that refund.
At this point in time your contract was cancelled on
12/11/2015 and a refund of your payment made on 12/7/2015 was successfully
refunded back to the card you made the payment with. Landmark received
confirmation of the refund on 12/9/2015. Please let me know if you have any
additional questions or concerns.
Thank you,
Kristen B[redacted]
Public Affairs Manager
[redacted]@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 to resolve 1 of the 2 issues.
It was very challenging to get them to that point to resolve the one issue. Although I did received a very prompt response to the complaint,the representative ("online reputation specialist") referred to my complaint as a "quibble".  I didn't feel that was appropriate considering I didn't find anything trivial about my two issues.  After several e-mail exchanges, Landmark has agreed to reimburse me for my pool pump up to the contract maximum. I am thankful for that.  They will not agree to reimburse me for my dishwasher which I am extremely disappointed in considering the amount of time that I have had to take off work to meet their contractor on multiple occasions to fix a relatively easy issue.  After attempting to negotiate somewhere in between (asking they pay for the part and I pay for labor from my contractor), they have refused indicating they wanted an opportunity to send yet another contractor out there.  After several months without a dishwasher, I wasn't willing to do that.  So I do find this portion of the complain not resolved to my satisfaction, however, it does technically fall within their right to refuse reimbursement per my contract.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I tried to contact Landmark and, to this day, no one at Landmark has EVER returned my call.  How can a customer get prior approval for a repair if no one will talk to me.  This is not acceptable.  Landmark was unable to provide a contractor to make the necessary repairs, did not return my calls regarding this, so their policy to get prior authorization was not possible.  I was forced to contact a plumber to make the needed repairs.  Landmark must reimburse me for out of pocket costs.  The policy guidelines cannot only protect the business.  The policy must protect the consumer against failure to follow common sense solutions when the business will not respond.   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.
Sincerely,
[redacted]

Dear Mr. [redacted],
Thank you for working with Landmark Home
Warranty and withdrawing your complaint. We appreciate the time you took to
work out a resolution with us. Please let me know if there is anything else I
can assist you with.
Sincerely,
Kristen B[redacted]
Public...

Affairs
[redacted]@landmarkhw.com

Complaint: [redacted]
I am rejecting this response because: the repair apparently was not done properly, because the same issue returned in less than a week. 
Sincerely,
[redacted]

Hello [redacted],I want to thank you for giving Landmark the opportunity to research and address you 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....

I want to assure you that we do not take your concerns lightly. Your complaint was reviewed and it has been determined that the Service Request is still denied. Per the Home Inspection report that you provided to Landmark, it clearly shows several HVAC issues that the Home Inspector noted as deficient and in need of repair. Unfortunately, we have not received any proof that the recommended repairs were completed between the time of the Home Inspection and the Purchase of the Warranty. The warranty is clear in its coverage stipulations and unfortunately your situation is a preexisting condition. Per the warranty:A.    SERVICE OVERVIEW#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.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 “*”.#11 - This Contract covers only the items mentioned as covered and excludes all others and is subject to the limitations, exclusions and provisions stated in this contract.D. THIS CONTRACT DOES NOT COVER#1 - 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.#4 - Repairs or replacement required as a result of improper previous or attempted repair known prior to the effective date of the contract. See service overview 3a.#5 - Repairs or replacement required as a result of improper installation known prior to the effective date of the contract. See service overview 3a.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. Landmark seeks to always create a positive claim experience in a timely manner. 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. I know it can be frustrating when something is not listed as a covered item under the warranty. I understand that this has been very inconvenient for you. We honestly do our best to take care of our homeowners.Elise N** | Online Reputation Manager | Landmark Home Warranty [redacted]

Dear Ms. D[redacted],
Thank you for giving us this opportunity to address your
concerns. It is my understanding that you are requesting that Landmark Home
Warranty complete your repair and reimburse you for the service fee and
laundromat costs associated with the delay. At this point in time the...

repair
has been completed and Landmark is honoring your request.
We would like to extend our apologies for the delays that
occurred with this repair. The untimeliness involved in this situation does not
meet the standards of Landmark’s service expectations and is being addressed
with the appropriate parties involved. Landmark did not receive the diagnosis
from the contractor until 8/10/2015 and parts were ordered the same day. On
8/18/2015 Landmark was informed that the contractor had all parts but one,
which was immediately ordered.
It is true that communication could be improved to ensure
that the contractor is providing the expected services in a timely and
efficient fashion and that there are no errors occurring. Your situation and
feedback has been brought to the attention of the directors of our Customer Service
Department and Contractor Relations Department and improvements have already
been initiated.
Thank you, again, for bringing this to our attention. I have
confirmed that your reimbursement in the amount of $** has been submitted and
you should receive it within 8-10 business days. Please know that your patience
and understanding have been much appreciated and that I am available if you
have any additional comments or concerns.
Thank you,
Kristen B[redacted]
Public Affairs
[redacted]@landmarkhw.com

[redacted],  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. After a careful...

review of your claim it has been determined that your claim is denied and will remain that way. In comparing not only the diagnosis, but also the photos that were provided by the contractor of your unit, this is a lack of maintenance.  In you initial complaint you quote the contract in that we do cover for lack of maintenance. That is correct we do cover for lack of maintenance when it precedes the effective date of the contract, as specifically outlined in our contract. I appreciate that you have presented documentation of maintaining the unit prior to the effective date of the contract. This type of maintenance should be completed regularly to be sure the coils remain in proper working order.  Your feedback is important to Landmark. Your concern is not taken lightly. We always stick to the contract and all covered items every time. We follow the procedures with each of our homeowners to be equitable in every situation. 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. I know it can be frustrating when somehting 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 do not hesitate to reach out to me directly should you have further questions or concerns.  Thank you, Candace P[redacted]

[redacted],  Thank you for reaching out to Landmark Home Warranty in regards to this claim. I apologize that you are not satisfied with the service provided at the time of your claim being opened. I see that you are requesting reimbursement for a repair that was denied. In order to be equitable to...

all homeowners, we must stand by the contract terms in which they are written. I have listed below the terms in which apply to your situation. 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 the 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 "*" With the above term in the contract, your garage door opener was not properly installed as indicated by the licensed and bonded independent contractor. With that being said, Landmark will not honor your request for reimbursement. I apologize that you are not satisfied with the service that has been provided. Landmark honestly tries to facilitate in assisting every homeowner with a positive claim experience.  Thank you, Candace P[redacted]Online Reputation Manager

Hi [redacted], I would like to thank you for giving Landmark this opportunity to address your concerns. We do not take your concerns lightly.  have received your complaint and will research what occurred during this situation right away.      We apologize about the delays...

and disappointments in service and want to assure you that management is doing everything possible to ensure that a situation like this does not occur again. We always seek to provide a positive experience in a timely manner for our homeowners. It is clear that you have not had a good experience with the contractor assigned to you claim. I assure you that this is uncommon behavior for a contractor. This has been brought to the attention of our Contractor Relations Department. They will address this situation with the associates and contractors involved. I have brought your concerns to the Operations Manager to address the issues of time and money. Your complaint will be reviewed right away. If you have any questions or concerns, please feel free to reach out to me directly. Thank you, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]