Landmark Home Warranty, LLC

Hi [redacted], I do apologize for your frustration. I understand that you would like to cancel your warranty. It was noted in our system that the Claims Manager was waiting to hear from your regarding your final decision to cancel. Your cancelation request will be processed right away. You will be contacted by your claims manager to explain the process and the time frame. I am so sorry that we were not able to meet your expectations on this service request. We honestly do try our best to provide a positive outcome in a timely manner. If you have any further questions or concerns, please feel free to contact me. Thank you, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Complaint: [redacted]
I am rejecting this response because: The email on file was inaccurate. I never received any of these notices. This includes the promised contractor assessment last week. 
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.  Landmark still misses the point about returning calls and being available.  
Sincerely,
[redacted]

Hello [redacted], I apologize for this poor service experience. We always seek to provide a positive service experience. I want to assure you that this issue will be addressed immediately. We will contact you shortly to review this concern and work toward an amicable resolution within the parameters of...

the warranty. This is not the type of experience we want to our valued homeowners to have. If you have additional comments or concerns, please don’t hesitate to contact me directly. 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]

Mr. [redacted], I apologize for the continued frustration. Landmark has reviewed your A/C issue several times. The contractor did install the new unit and stated the unit was in good working order when he left. In reviewing your statements, Landmark supports the final decision that your unit needs to be repaired under the manufacturer’s warranty. You are not a current warranty holder with Landmark. Your contract expired on 7/28/2016. Landmark will not send out another contractor for two reasons; 1) your warranty has expired, and 2) Landmark does not repair anything that falls under a manufacturer’s warranty. Landmark has suggested several times that a local contractor can assist you and work with the manufacturer. Landmark will not be reimbursing you for any additional work completed on your unit. I understand that this is not what you would like to hear. I assure you that we do not take your concern lightly. Please understand that this is the final decision of Landmark regarding you’re A/C repair. Regards, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

[redacted],   According to the contractor’s diagnosis, there is no water to the ice maker line. Due to the home being remodeled, the line was not connected. Water lines for the refrigerator are not covered under the warranty as they are a listed exclusion. I will be able to offer you a cash out of...

$65.00 to help you bring the hole the contractor cut back to a rough finish. This includes the mud, tape, and drywall.   “I. Essential Plan Plumbing System LIMITS: $1,000 maximum for diagnosis, repair, or replacement for leaks in concrete-encased water, drain, or gas lines. LHW will provide access through unobstructed walls, ceilings, and floors only, and will provide cash in lieu of returning the access opening to rough finish condition in the following amounts: smaller than 5 square feet: $40; 5–10 square feet: $65. 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.”   The kitchen faucet had a flow restriction on the hot water side. The issue lies with the actual faucet. This would be deemed a manufacture defect. The faucet is also under manufacture warranty. Manufacture warranties trump Landmark’s warranty and you would need to communicate with the manufacture to help you on a replacement. We have also offered you a cash out of $75.00 to help you with the faucet’s labor cost.   “D. This Contract Does Not Cover 17. Items covered by a manufacturer, distributor, builder, or an extended warranty.”   There is a lateral stoppage in your master bathroom. There were feminine products pulled out while the contractor tired to snake the line. They had used a 75 ft. line and determined a 300 ft. line would be needed to clear the stoppage. A cleanout would also need to be installed. The warranty does not cover to install items that are not already in the home. With the feminine products in the line, the failure was not due to normal wear and tear.   “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 “*”.”   At this time, we are pending your acceptance of the cash out. You were originally offered $75.00. The total cash out amount is now $140.00. Once accepted, I can process the check and it will take 10-14 business days to get to you.   For the damages the contractor caused, we do ask that you reach out to them directly. Our contractors are licensed and insured for situations such as yours.   Please let me know if you have any further questions or concerns. Respectfully,   Tiffany N[redacted] Customer Relations Manager [email protected]

Dear Mr. A[redacted],
Thank you for giving us this opportunity to
address your concerns. It is my understanding that you are requesting that
Landmark complete the repair of your pool pump and provide a refund for the
months without a completed repair. Please allow me to explain what...

occurred
during this claim and what Landmark is offering as a resolution.
The initial pool claim was opened on
5/30/2014 for a pipe to the motor being disconnected. The diagnosis received
was that the above ground piping needed to be rerouted, which Landmark
approved. The second pool claim was opened on 6/23/2014 because the pool pump
was not circulating water. The diagnosis received from the contractor was that
the impellor
was clogged with debris. They unclogged the impellor and no parts were needed. A
month later, on 7/20/2014, Landmark was informed that the pool pump was not
working again and that there was a leak. The contractor returned to the home,
on 7/21/2014, repaired the leak and then informed Landmark that the work was
completed. That was the final communication Landmark received about the Pool
until 5/1/2015.
On 5/6/2015 a second contractor was sent to the home and
provided Landmark with the diagnosis that the booster pump was bad and leaking,
the bearings were “gone” and the motor was “out;” due to normal wear and
tear.  Landmark approved the replacement
of the booster pump. On 5/22/2015 Landmark was informed that the contractor
never contacted the homeowner to advise of the completion of the repair, so Landmark
sent the contractor a second notice on 5/25/2015 to revisit the home and
complete the repair. On 5/27/2015 the contractor returned to the home and
provided what they thought was a completed repair. On 5/29/2015 Landmark was
informed that there was still a leak. Landmark assigned a third contractor to
provide a diagnosis. On 6/16/2015 the third contractor submitted the diagnosis
that there was no failure.
On 6/26/2015 Landmark approved the use of an
out-of-network contractor. Unfortunately, after multiple attempts, and the
inability to find a failure, Landmark is unsure of why a completed repair has
not been provided and for that we are truly sorry. Landmark is willing to
review the invoice provided by the 4th out-of-network contractor and
address any discrepancies found with the other contractors involved. The
completion of this repair is important to us and Landmark has been diligent
about providing service as quickly as possible when contacted. Along with the
approval of the out-of-network contractor, I am willing to refund two monthly
payments in the amount of $[redacted] for the complications experienced in May and
June.
I hope this has helped explain what occurred during the
pool claim and what Landmark is offering as a resolution. Your satisfaction is
important to us and we are eager to provide the coverage for your pool repair.
I will issue the reimbursement of $[redacted] today, 06/30/2015, and it should
arrive within 8-10 business days. In the meantime, please send the invoice from
the out-of-network contractor once received and let me know if you have any
additional questions or concerns.
Thank you,
Kristen B[redacted]
Public Affairs
[redacted]@landmarkhw.com

Hello [redacted], I see that your card was refunded electronically. It was refunded on 11/04/17 back to the card you had paid with. Have you been able to review your bank statement to see if the refund had gone through? It typically takes 3-5 business days, depending on your bank, to go back onto...

your card. The refund transaction should reflect around the date of 11/04/17.  Please let me know if this does not show it was refunded back to your card.  Respectfully, Tiffany N[redacted]Customer Relations [email protected]

[redacted],  According to our records, your contract expired 9/7/2016 and your last claim was over a year ago and was deemed lack of maintenance. This was a diagnosis based on an independent, licensed and bonded contractor. Landmark must remain equitable to all homeowners, and thus we must...

follow the contract terms strictly. The professional opinion of the contractor, determined that the unit had not been maintained, and as your contract does not cover for lack of maintenance this was denied. I am sorry that you are not satisfied with the outcome of your claim. Landmark honestly does our best to be sure every homeowner gets taken care of. I hope that in the future your warranty needs are met.  Thank you, Candace P[redacted]Online Reputation Managercp[redacted]@landmarkhw.com

Complaint: [redacted]
I am rejecting this response because:Here is a copy of my responce I sent Landmarks representative.Kate, I received your voicemail and no I will not spend anymore time dealing with this.  I proposed a very fair settlement. If you want me to spend an additional 2 hours locating documents, logging my time, scanning documents and sending emails then my requested resolution amount will be the full amount I listed of aprox. 400.00 plus 2 more hours at my normal billing rate as an engineer. At this point , if we can't quickly come to an amicable resolution, I  would just assume spend my time writing reviews of landmark on the web, accurately depicting my experience.Sincerely,[redacted]If Landmark agrees to reimburse the total of the line items in my original complaint plus additional monies for the time I will spend preparing and sending the requested documents before I spend any more of my time on this issue, then yes I will collect, scan, and them.  If not, then my original request is what I will accept.  I am however willing to sign a release of liability for any posible ramifications they are concerned about.
Sincerely,
[redacted]

[redacted],  Thank you for providing Landmakr 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 eerything 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. I see that as of yesterday, we did recall the service request, and have requested a different technician to be dispatched, though we cannot guarantee this, as our contractors are independent cf Landmark. I will continue to follow this. Should you need a person to communicate with, please do not hesitate to reach out to me directly at cp[redacted]@landmarkhw.com.  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 situations. Landmakr seeks to always create a positive claim experience in a timely manner. I am sorry that you claim has not gone as expected. I do understand that this has been inconvenient for you. I will be in touch. Thank you, Candace P[redacted] | Online Reputation Manager |

[redacted], Thank you for contacting Landmark Home Warranty to review your claim. I am so sorry that your experience was less than what you expected. I have been able to review your service request to determine if a reimbursement was applicable. I see that you opened the service request...

3/17/2017 23:04. You were advised at that time, that we have a 24-hour window to get someone out to your home, as we understand this was an emergency. We were able to secure a contractor to go to your home, 3/18/2017 14:03. In this circumstance, we fulfilled the terms of the contract stated below (found in section C. TO REQUEST SERVICE, number 9 and 13). Unfortunately, an hour after we secured the contractor, you requested to cancel the service request, as you could not wait for us and got your own contractor. LHW will determine what constitutes an emergency and will make reasonable efforts to expedite service within 24 hours. An emergency is defined by LHW as a failure resulting in: a. Plumbing failure that causes interior flooding b. Complete loss of heat or A/C and interior home temperatures are below 45 degrees Fahrenheit or above 90 degrees Fahrenheit c. System or appliance failure causing ongoing secondary damage to the home d. A condition that immediately endangers health or safety e. A condition that interferes with healthcare support of occupants f. No electricity, gas, water, or toilet facilities to the entire home 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. While I understand that you felt like you could not wait, Landmark is held to strict standards by state legislature to uphold the warranty in an equitable way, while following the warranty guidelines. I am so sorry that we were not able to get a contractor out to you sooner. I hope that in the future, we are able to meet and exceed your expectations. Should you need further assistance, or have additional questions or concerns, please let me know. Thank you, Candace P[redacted]

[redacted],  Thank you for reaching out to Landmark. Landmark always stands by the contract so as to be equitable to all homeowners. The contract terms in specific may provide clarification as to why Landmark is not willing to provide a replacement unit.  Section A. SERVICE OVERVIEW, number...

4. LHW will determine, at its sole discretion, whetehr a covered system or appliance will be repaired or replaced. Section I. ESSENTIAL PLAN/ AIR CONDITIONING* AND HEATING SYSTEM: All components and parts of the following...  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.

[redacted], I appreciate you reaching out to Landmark via the Revdex.com for your service request. I am concerned you have had a negative experience. I want to assure you that I have reviewed your service request in detail, as well as your contract. It is my job to represent the warranty in an equitable...

way to all homeowners, as well as advocate for them should we be in the wrong. I am happy to do just that for you. I see in your Revdex.com complaint, that you have had your own contractor out there to fix a problem that may have been misdiagnosed, and your request is to have that reimbursed. I would be happy to review the itemized invoice from that contractor, to determine if there is anything Landmark can assist with. Will you please submit the itemized invoice to me, so that I may gather additional information for your request. Thank you, Candace P[redacted] cp[redacted]@landmarkhw.com

Hello Mr. [redacted], I appreciate the opportunity to clarify your concerns in regards to your cancellation as well as the refund for improper installation. I am sorry about the frustration surrounding this service request. Your cancellation and refund were processed yesterday and should go out in the mail today. You can expect the funds within 4 to 10 days. The $250 will be processed today and will go out in the mail on Tuesday the 1st. You can expect to receive that check within the 4 to 10-day window as well. If there are any additional concerns, please don’t hesitate to contact me directly. I am happy to help in any way I can. I apologize that this experience did not make you feel like the valued homeowner that you are. We do appreciate your business and we are sorry to see you go. Best wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty [redacted]

Complaint: [redacted]
I am rejecting this response because: now that I have wasted money on your unreliable contractor I don't have extra cash to pay someone else to come out at the moment. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: They put my health and safety in jeopardy.  I had company visiting that were elderly and could not travel the stairs to get upstairs. They talk about normal circumstances, I had a death in the family if that is NOT an AB-normal circumstance what is? My home was 86 degrees inside Friday evening when the Arizona sun is NOT out and shinning, what would the temps be the following day?I could not wait and see but I guarantee it would go 4 degrees higher and be OVER 90 degrees in no time. Nothing about this was normal circumstances and all they quote is normal circumstances. They reached out to 2 contractors, that does not constitute treating it as an emergency on their end.   They got no response from one and a 2 day wait from another.  They DO NOT reach out to contractors in MY AREA and therefore are not able to get anyone in any sooner. I offered to pay the emergency fee b/c I NEEDED air conditioning for my family and dog!  They don't have adequate managers on the weekends to approve requests or get in additional help.  There was nothing that they offered to help me.I've worked w/ the weekday crew before and there are managers on duty to answer calls and help situations, there is NOTHING during the weekend, they all said they couldn't approve anything and would have to wait for Monday's managers. Their contract is unjust and not fair to consumers.      
Sincerely,
[redacted]

I am so sorry for the long wait time in our phone queue. We were experiencing an unusually high call volume. I see that we have a contractor coming to your home today. I sincerely apologize for the frustration regarding this claim. We honestly do try to provide the best service experience in a...

timely manner. Thank you, 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 can be resolved by a refund for the new sand filter in the amount of $1500.
Sincerely,
[redacted]