Landmark Home Warranty, LLC

Hi [redacted], I apologies that Landmark did not meet your expectation on this service request. 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 see that you have been...

working with Todd M[redacted] who is a manager here at Landmark. I want to assure you that your feedback is important and your concerns have not been taken lightly. Your complaint has now been reviewed by several managers and your service request remains a denial. Per the Warranty: A.    SERVICE OVERVIEW #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. I understand that this is not the outcome you wished for. I am sorry that we are not able to complete your service request in the manner your desire. We always stick to the contract and all covered items every time. We follow the procedures with each of our homeowners so we may equitable. I understand that this has been inconvenient for you. We honestly do our best to take care of our homeowners. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

[redacted],  I am very sorry that Landmark has not met your expectations of service. Additionally I apologize that you feel we have not met our contract standards. Landmark work very hard to uphold the contract terms in which they are written. You opened your claim on 5/14/2017. On 5/16/2017 I...

responded to an email that was sent to our online reputation team advising that we did not have the diagnosis but that I would work towards resolution. On 5/19 We had additional correspondence about a cash in lieu offer for the evap coil. Landmark could obtain this coil, however it is a special order item direct from the factory. We offered the amount, as you could have avoided the extended time frame that we required by utilizing your own independent contractor outside of the warranty. This was reasonable efforts to assist you, in getting your unit repaired. You chose to have the unit replaced, which we were happy to accommodate. Once the out of pocket costs were approved, the unit was ordered. As the contractors that work with Landmark are independent contractors as defined in your contract, Landmark is unable to schedule services on their behalf.  I am sure there was a misunderstanding for the out of pockets costs. The contractor could not confirm when work would start as your out of pocket expenses were for custom equipment, including a stand and custom elbow as well as a crane. As these costs are all nonrefundable the contractor requested the costs up front. You declined to pay them, and they advised that they would not complete the work without the out of pocket costs. We understand you were not satisfied with the services provided by the contractor, however to assign a new contractor would mean to start the process over again. Therefore your request was declined as your safety and well being were Landmark's concern. You requested as cash in lieu of the replacement, which was provided to you in the amount of $1957.00, and advised that the contractor was no longer welcome on your property, your only option was a cash in lieu. You were advised that this cash in lieu was at Landmark's cost and not retail. You were advised it included haul away, heat strips with breakers (a part), the full unit, as well as labor to install up to 500.00. Landmark's costs remain proprietary information, as we have signed agreements with several companies as we order on a national level. We have followed the warranty terms outlined below to provide you with the cash in lieu, as well as all other guidelines within the warranty. 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 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 “*”.4. LHW will determine, at its sole discretion, whether a covered system or appliance will be repaired 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 cost) 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. C. To Request Service3. LHW will select an independent contractor to perform the service.4. Under normal circumstances, services will be initiated within 48 hours after your service request is made to LHW.9. 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 home11. LHW reserves the right to obtain a second opinion at LHW’s expense. LHW may, at its sole discretion, authorize your request for a second opinion by a LHW contractor, and you will be responsible for the payment of an additional service call fee.D. This Contract Does Not Cover: 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.12. Cost for cranes or other lifting equipment.16. Cost of construction, carpentry, or other modifications made necessary by a covered repair or replacement, except as noted in A/C & Heating System.I apologize for your frustrating claim experience. I understand that it 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. 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 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. Best wishes,

[redacted],  We understand your concern. At this time, Landmark has no proof that the unit was operational and cooling past 82 degrees prior to your move in date. Your home inspection states  MM = "Marginal/Maintenance" =Item warrants attention or monitoring, or has a limited remaining useful life expectancy and may require replacement in the not too distant future. Further evaluation or servicing may be needed by a qualified licensed contractor or specialty tradesman dealing with that item or system.RR = "Repair or Replace" =Item, component, or unit is not functioning as intended and needs repair or replacement.Further evaluation is needed by a qualified licensed contractor or specialty tradesman dealing with that item or system.“ HEATING - AIR CONDITIONINGHeating Equipment:14.3 Capacity / Approx. Age: A 82,500 BTU unit at least 30 years old (appears original to the home) is installed, The typical service life for a forced air natural gas furnace is approximately 15-20 years with recommended service. Due to the age and condition of the installed unit, Consult a licensed heating contractor for further evaluation of serviceability and condition of the functional components. Exterior Compressor(s):14.24 Air Conditioner Compressor(s): Unit appears to be 30+ years old, original to the home. typical life expectancy is approx. 20 years, refer to the manufacturer for more information on service and care. Due to the age and condition of the installed older compressor unit(s) - recommend further evaluation of the serviceability of the functional components by a qualified HVAC professional.” Additionally, all units for the HVAC system are marked as MM or RR. You opened a service request one week after you closed on the home advising that it is still cooling but it is not cooling enough. At this time, Landmark is not going to change the stance as our contract does not allow us to. I am sorry that you are not satisfied with the outcome of this service request. The decision is final. We will no longer review this service request.

[redacted], Landmark understand that a major cost like this is extremely frustrating and not easy to swallow. You received a new all in one package unit, that had extensive installation requirements due to access. The contractor's breakdown that I received directly from the contractor is...

below. On this, I do see where human error got the best of this situation and there are a few things that we should cover.  The break down in costs: $1000.00 To disconnect the old system and reconnect the new system$1125.00 Additional materials to make new transition$320.00 evacuate reclaim and dispose of refrigerant and permit$275.00 disposal of old system$300.00 Crane fees$275.00 electrical disconnect and wiring, this is a difficult install due to the elbow being foamed in and old unit is an over under system.  The items Landmark would be responsible for is the disposal of the old system up to $100.00. Again this is per the contract terms. Additionally, we are unsure if the electrical disconnect and wiring were actually in failure however, due to us not knowing if it was in failure, Landmark will take the cost of this. Landmark will absorb a cost of $375.00 which is what the contract obligates us. The total you would be responsible for to pay the contractor is $2920.00, which includes the crane fee that was already paid by you.  We know this is frustrating. Landmark seeks to leave every homeowner with a positive experience. Again, I see where Landmark made a mistake in quoting you the out of pocket expenses, and we are happy to pay those items that would normally be covered under the warranty. Thank you, Customer Relations Manager

[redacted],  I sincerely apologize that Landmark has not met your expectations thus far. We honestly do our best to provide every valued homeowner with a positive claim experience in a timely manner. I was to assure you that management is doing everything possible to ensure that our valued...

homewonres are taken care of within the warranty. Your feedback is important to Landmark Home Warranty and we do not take this lightly. I understand you feel this is an emergency due to having small children. Landmark must follow the warranty terms strictly so as to be equitable to all homeowners. In your warranty, section C. TO REQUEST SERVICE, number 9.  In the even 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 floodingb. Complete loss of heat or A/C in extreme temperatures, as defined by LHWc. System or appliance failure causing ongoing secondary damage to the homed. A condition that immediately endangers health or safetye. A condition that interferes with healthcare support of occupantsf. No electricity, gas, water, or toilet facilities to the entire home.  As per Landmark's requirements for complete loss of A/C, the outside temperatures must reach over 100 degrees for a consecutive 24 hours. We understand you are uncomfortable, and Landmark will make every effort to assist. I see that you have an appointment scheduled for 6/9/2017. Please feel free to contact your claims manager directly for any further questions. You may also contact me directly should you choose.  Thank you, Candace P[redacted] | cp[redacted]@landmarkhw.com |

Hello [redacted],             I appreciate you giving Landmark the opportunity to look into your concerns. I do apologize that Landmark has not met your expectation 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 have asked an Operations Manager to review your concerns and research what occurred right away. I want to assure you that management is doing everything possible to ensure that our valued homeowners are taken care of within the warranty.             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.             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 assure you that this will be thoroughly reviewed and we will contact your directly right away with our findings.             Please feel free to reach out to me directly at any time. I am happy to assist you with any additional questions or concerns. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Mr. [redacted], I received your complaint from The Revdex.com in regards to claim number [redacted]. Thank you for giving Landmark this opportunity to address your concerns. I have received your complaint and have researched what occurred during this situation. Your feedback is important to Landmark Home Warranty...

and we do not take this lightly. In my efforts to research the issue I have put together a time-line of the claim events. On 3/9/2016 we received a service request regarding the tub in your Master Bath. It was noticed about 3 days previously that the tub was draining very slowly. You tried to snake the drain yourself without success. [redacted] Plumbing was dispatched to diagnose the issue. On 3/10/2016 we received a completed status from the contractor stating that the main line had been unclogged and the tub was draining fine. On 4/1/2016 you called in to claims department stating that the same issue was occurring again. According to the contract LHW covers for: PLUMBING SYSTEM COVERED: Drain Line Stoppages, Toilets, Plumbing Pipe Leaks, Whirlpool Motor & Pump, Shower Valve, Diverter Valve, Instant Hot Water Dispenser, Sump Pump (ground water only), Recirculating Pump, Water Heater (up to 50 gal.), Tankless Water Heater. EXCLUSIONS: Adjustments, Plumbing Fixtures including Faucets, Bathtub, Shower Base Pans & Enclosures, Toilet Lids & Seats, Sprinkler or Solar Systems, stop & waste valves, Water Heater Vents & Flues, Vent Pipes, Septic Tank, Stoppages that cannot be cleared with Cable, Hydro Jetting, Stoppages due to Roots, Water Heater Heat Pump Attachment, Sewage Ejector Pump, internal and external Hose Bibs, Expansion Tanks, Energy Conservation Units, Noise, Electrolysis, Water Softener, Whirlpool Jets, Water Filters, Water Purification Systems, Bidets, Jet Pumps, Conditions caused by Chemical, Calcium, or Sediment Build-up, Caulking, Grouting, Inadequate or Excessive Water Pressure, Flow Restrictions in Fresh Water Lines caused by Rust, Corrosion, or Chemical Deposits, Basket Strainers, Pop-up Assemblies, Stoppers, Diesel or Oil Fired Water Heaters, Heat Pump/ Water Heater Combination Units, Leaks/ Damage caused by Roots, Water Heater Drip Pans, Ice Maker Water Lines, Main Water Shut-off Valve. BUYER’S COVERAGE LIMITS: (1) $500 maximum for diagnosis, repair or replacement for leaks in concrete encased water, drain, gas, or polybutylene piping. (2) Toilet Tanks & Bowls replaced with Builders Standard when necessary. (3) We will provide access, according to the dollar limits specified in (1) above, through unobstructed walls, ceilings, and floors only, and will return access opening to rough finish condition (drywall, tape, and mud). Obstructions to Plumbing are the Contract Holder’s responsibility to remove, and include: Tile, Cabinetry, or any other items permanently affixed or requiring additional work to remove. (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. 6)$800 maximum for diagnosis, repair or replacement of Tankless, Oil, or Power Vent Water Heaters. Because the line had been attempted to be cleared, we could not cover it again. That is stated in the contract under buyers coverage limits. I have pasted the warranty section for review. Please refer to #4 and #5. When this issue reoccurred on 4/2/2016, the claims manager did call the initial contractor to see if there was any ideas or suggestions as to why this issue would be occurring again. The contractor believed the issue was actually a septic issue. If this service request is actually a septic issue, the homeowner does not have septic coverage. The homeowner disagreed with that diagnosis and claims department advised the homeowner to contact the contractor directly to discuss the issue. The contractor was called out to diagnose the same issue. If it was something different that was not covered the homeowner would have to pay an out of pocket fee. The contractor had to pull and reset the toilet in an effort to clear the line from a different access point. The contractor charged $150.00 for the additional charges that were not covered under the warranty. Because the tub and toilet are on the same line, and were not able to be cleared, it is very likely a septic issue. On 4/4/2016 (today), the homeowner called in and said that the repairs have not fixed the issue. The same problem is occurring. The homeowner was told that LHW can send another contractor out for a second opinion. If the second contractor is able to fix the issue the homeowner will not have to pay any additional fees. However, if the issue is something completely different then he would need to talk to LHW about fees and the out of pocket price for any non-covered work that needs to be done. 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 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. 4/4/2016 (today) a new contractor has been assigned to diagnose issue as a second opinion. We are currently waiting for the diagnosis on the 2nd contractor. I apologize that the issue is reoccurring. Landmark strives to provide a positive and timely outcome for our homeowners. We always follow the contract. If there is a concern about the contract or the services rendered you are encouraged to contact Landmark ASAP so that we can make every effort to resolve the issue. At this time the slow draining line was addressed and under the contract the one stoppage per main line has been used for this year. I understand that the contractor that is assigned to give Landmark a second opinion should be making an appointment with you shortly. Landmark has made every effort so far to find a successful resolution to your claim. Because the claim is still open I am asking the Revdex.com to disregard this current complaint. If you have any further questions or concerns, please feel free to contact me directly. Best Wishes, Elise N** | Online Reputation Specialist | Landmark Home Warranty [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.
However, they have tried to push a $250 cash out which is completely unacceptable. We paid $60 for first contractor, $200 for the second contractor (because both, selected and contracted by Landmark, and the contract states that we only have to pay $60 for service calls), and the $250 would not even cover the service call fees we have paid. We would be -$10 on this whole deal and have absolutely NO work done and the stove w/ exhaust fan still broken. I request replacement of the stove, exhaust fan, and the refunding of the second contractor service call of $199.
Sincerely,
[redacted]

Thank you for providing Landmark Home Warranty with this feedback. This has been brought to the attention of our Claims Management Department. They will address this situation right away. I want to assure you that management is doing everything possible to ensure that our valued homeowners are...

taken care of within the warranty. My intentions are to truly provide a resolution for this situation. Could you please let me know what actions you would like to see taken that would provide a positive outcome for you? Your feedback is very important to Landmark Home Warranty and I would like to be able to provide a reasonable and appropriate solution. Thank you,Candace P[redacted]

Complaint: [redacted]
I am rejecting this response because: The message states that it is still being investigated and escalated within the company.  Once I get a final answer then I will either accept or reject.  I will await the final outcome.  The wording is very generic.  The contact has asterixes for a number of different items, but does not for the salt water swimming pool section.  It leads the purchaser to believe that if they pay double the amount for Salt Water coverage that they will have a limit of $2000.00.  But conveniently this ambiguity is used to leave wide interpretation.  There is a definite line about mandatory arbitration which leaves no ambiguity what so ever.  Otherwise I would see you in a small claims court where I am fairly certain I could clear up this uncertainty.  But again, Landmark was sure to put that very clear message that doesn't allow me to use that course of action.  But I will follow up with the arbitrary company to see what avenue that will open up.
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.
Sincerely,
[redacted]

Hello [redacted], I wanted to let you know your Revdex.com complaint has been received. I am sorry that we did not meet your expectation of service. I assure you that every effort was made to complete this service request in a timely manner. Please allow me to clarify Landmarks policy regarding your concerns. I...

understand that you feel we did not honor the contract. I am happy to reference the parts of the contract you addressed as concerns. 1)      The system notes indicate that you were not pleased with the response of the contractor. The Service Request was opened on 11/29 and the contractor could schedule an appointment for the following day (11/30)   2)     You felt the issue should be deemed an emergency.   3)     A replacement part was needed and was ordered and shipped directly from Goodman. We did expedite shipping, but they still give a 3 to 5-day window.   4)     You do not feel you should have paid a $60 Service call fee. Per the Contract: C. TO REQUEST SERVICE #3 - Under normal circumstances, LHW will initiate the performance of services within 48 hours after the request of the Contract Holder. In the event of an emergency, we will make reasonable efforts to expedite service within 24 hours. An emergency is defined as a failure resulting in 1) Plumbing failure that causes interior flooding; 2) a complete loss of heat or A/C in extreme temperatures; 3) A condition that immediately endangers health and safety; 4) A system failure that is causing ongoing damage to the home. If you should request us to perform a non-emergency Service Request outside of normal business hours, you will be responsible for payment of additional fees, including overtime. #4 - We require you to contact us so we may have the opportunity to select an INDEPENDENT CONTRACTOR to perform the service. We will not reimburse you for services performed by your own contractor without prior authorization.   #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 866.306.2999. 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. #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.   D. THIS CONTRACT DOES NOT COVER: #3 - LHW is not responsible for Consequential or Secondary Damage (including Consequential Damages due to a Service Contractor’s conventional repair efforts of the primary item) nor for failure to provide timely service due to conditions beyond our control; including but not limited to, part or equipment delays or labor difficulties.   While I do understand that you were frustrated with your experience, Landmark did fulfill the contractual obligations. I understand that you disagree and are entitled to your opinion. We honestly do make every effort to create a positive experience for every valued homeowner. Per the contract; we will not reimburse the $60 service call fee. The contractor diagnosed and performed work. The job would have been completed by the contractor as well, and within the parameters of the warranty. We will not be reimbursing for work completed that was not authorized through Landmark. There was a part delay that was not in our control. At this time, I would like to clarify whether or not you are asking to cancel your warranty for reimbursement? Please let me know so I may proceed in assisting you. Best Wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

[redacted],   I appreciate you taking the time to reach out to Landmark in hopes of getting your claim resolved. I have completed a complete review of the claim and have determined that Landmark has upheld the terms of the warranty as they are written. The exclusions listed under dishwasher...

indicate that the lining would not be covered. As the lining is part of the tub, and they are not separate part numbers, we would consider the tub and the lining the same equipment. I am sorry that you’re unhappy with the denial. At this time, your claim will remain denied due to the contract terms. Thank you for being a valued homeowner to Landmark Home Warranty.  Thank you,

Complaint: [redacted]
I am rejecting this response because:As stated in my communication to Candace that I could not have waited until 4:30 or 5 pm due to prior commitments. I waited for the contractor from 9 am to 2 pm. You all are responsible in providing a contractor that can meet time can commitments. They called me at 1:08 and said the contractor was out but they did not state that there was a delay. They called me at 3 pm to tell me that he won't be there until 4:30 - 5 pm. As I have stated, I cannot sit around waiting for these people and have my commitments which I keep unlike others. This not the first time I have had issues with Landmark period. This has been a constant issue with landmark. You may not be responsible for a contractors scheduling but you are responsible for selecting these contracting companies. The only other windows they were going to provide for Saturday were 9-2 and Monday 9-2. I cannot support such elongated windows and need a better commitment.  Your company keeps trying to deflect issues rather than taking ownership and trying to mediate.   tt  
Sincerely,
[redacted]

[redacted],
Roman";color:#737373">Thank you for giving
us this opportunity to address your concerns. As a Landmark Home Warranty
customer you are very important to us and we are sorry for the frustration
being experienced during cancellation. Please allow me to explain Landmark’s
cancellation process and hopefully relieve some frustration since our process
is in place not to offend any of our customers but only to provide consistent
coverage to everyone. As stated in our contract, for the state of Texas:
“CANCELLATION:  If contract is
cancelled, homeowner shall be entitled to a pro rata refund of the paid
contract fee for the unexpired term, less a $40 administrative fee, and any
actual service costs incurred by LHW.  Cancellation
may be made by Contract Holder at any time.”
Your contract with
Landmark was purchased in the amount of $480. If you divide that amount by
month is becomes $40/month. Eight months of coverage had passed and we were
entering the ninth month of coverage, which would leave $160 remaining. As
stated above there is a $40 administrative fee when a cancellation occurs,
which would then leave a balance of $120. As also stated above (excerpt from
our contract), a refund would also be less any actual service costs incurred by
LHW.
Landmark has serviced
an appliance in the home and the A/C, services which did cost more than $120
collectively. This is why a refund was not offered during cancellation. This is
a process that is not customer specific and occurs with all cancellations.
It is my understanding
that initially you chose not to cancel but then called back the next day to
finalize cancellation. At this point in time the cancellation has been
processed.’
I hope this helped
explain why you will not be receiving a refund. If you do have any additional
questions, or concerns, please do not hesitate to contact myself directly.
Thank you,
Kristen B[redacted]
Public Affairs
[redacted]@landmarkhw.com

Complaint: [redacted]
I am rejecting this response because it is still in process. I am waiting for their review of my documents.
Sincerely,
[redacted]

Mr. [redacted],   Thank you providing the invoice of your previous tune-up. I apologize for the frustration that stemmed from the lack of that information. I have been provided the following information regarding the repair/replacement of your unit.   I had a Cash in Lieu worked up for me, and the total amount is $1,265.00.   We would cover for: 4 Ton R410A Condensing Unit- $761.00 TXV- $50.00 Evap Coil- $239.00 Permit- $100.00 Disposal- $50.00 Labor- $65.00 TOTAL $1,265.00   This money would be sent to you and you would hire your own contractor to complete the job. Please bear in mind these amounts reflect the discount we get through our supply houses.   The alternative is this:   If you would like us to order the parts for you, and do the replacement that way, you would be responsible for $1,881.00 to cover the additional modifications that are not covered under the warranty.   The modification are as follows:   Hanging Kit $189.00 Float Switch (Missing)- H/O $129.00 Drain Pain -H/O $149.00 Disconnect $192.00 Whip $89.00 Pad $218.00 Iso-sorbers $298.00 Multi Plus $229.00 Freon lines $219.00 Condensation line $169.00 TOTAL- $1,881.00   Please review this information right away and let me know what you would like to do so that we can proceed.   Thank you for your patience.   Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Complaint: [redacted]
Please do not respond until you have at least mailed out the check for $140.00 which "reimburses" my purchase of the 2 portable units for $604.04.
Sincerely,
[redacted]

[redacted],  I have left you a voicemail in regards to this. I hope you can get back to me so that we can address your concerns. Landmark does stand behind the licensed and independent contractors opinions, however we understand your situation. Thank you, Candace P[redacted]Online Reputation Managercp[redacted]@landmarkhw.com

Hello [redacted], I apologize for your continued frustration. I assure you, all the information has been reviewed. We understand you feel that all the modification should have been covered by Landmark with your water heater replacement. While the warranty covers for many items and units, it does not...

cover for everything required to replace a unit. As stated in your warranty contract under Section D. 16, “This Contract Does Not Cover: Cost of construction, carpentry, or other modifications made necessary by a covered repair or replacement, except as noted in A/C & Heating System.” We understand that DNB Home Services refunded you for some of the modifications. They also went out to your home and checked their work. In reviewing the information provided us, we found they did do the work that was needed and the modifications that you paid for were not covered under the warranty, as stated above. We have in our records that on 11/16/16 you spoke with one of our claims managers regarding your non-covered costs, and that you agreed and approved them. State regulation requires Landmark Home Warranty to follow the guidelines of the contract with each service request placed to be equitable to all our customers. It is the official opinion of Landmark, that all procedures required in identifying the service repair requested by you were followed. Unfortunately, your request for the modifications to be paid by Landmark or our contractor, DNB Home Services, does not fall under the guidelines of the warranty and therefore are not covered on these grounds. We're sorry we're not able to assist you with this issue. We're happy to provide our homeowners with the services and coverage we offer; however, for us to provide that coverage in an equitable manner to our homeowners, we do need to work within the guidelines of our warranty. Thank you for letting us review this. Please let us know if you have further questions. Thank you for choosing Landmark! Candace P[redacted] | Online Complaints | Landmark Home Warranty cp[redacted]@landmarkhw.com