Landmark Home Warranty, LLC

[redacted],Thank you for your honest feedback regarding your experience with this latest service request. I can see that this was clearly a very frustrating situation for you. I have our Contractor Relations Department looking into and addressing the issues that you had with the contractor we sent out....

He did not reflect the type of service that Landmark is known for and I apologize for his conduct. I would like to help resolve the issue right away. I would like to send a 2nd opinion contractor out to your home and have him take a look and provide Landmark with a independent diagnosis. However, it is unclear whether the work still needs to be done or if you hired a different contractor outside the warranty. In order to provide the best solution for you I would like to open a direct dialogue with you. If your are willing to work with me, can you please email me directly so that I may help expedite your concerns and make sure to provide a positive resolution for you? Please know that you are a valued homeowner and I have every intention of doing everything I can to help you.Best Wishes,Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

[redacted],  I apologize for your frustration on this service request. I know that having out of pocket expenses can be challenging at best. Landmark must remain equitable to all homeowners, to do so we must follow the contract terms every time a claim is opened. Each claim is reviewed to determine...

appropriate coverage.The terms of the warranty allow Landmark to cover for the air handler, the heat strips, the bi-flow dryer, labor, and specific modifications. However, due to the coverage you have selected, we are unable to cover for the float switch and the freon.You can see on page 4 of your warranty with your current plan, freon recapture/recovery/recharge are not covered without upgrading the plan.  Landmark remains firm on the decision to assist you in covering for the replacement, however we will not be covering for anything this is not allowed per the contract terms. Thank you,

Complaint: [redacted]
I am rejecting this response because:This does not address where in the contract it states that Landmark does not cover labor if more than one person is required to complete the repair. 
Sincerely,
[redacted]

2/22/2017 Revdex.com reply to [redacted] Hi [redacted], I looked into this for you with our Accounting Department. I was provided with the following information: Our checks are mailed on Tuesdays and Thursdays. Your check was verified as processed on 2/9/2017. It missed the cut-off for mailing that day. The check was then mailed on Tuesday the 14th. You should receive the check any day. Accounting verified that it was mailed on the 14th and it has not been cashed yet. Please let me know if I can provide additional assistance. 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 resolution is satisfactory to me. Sincerely, Patricia D[redacted]

Complaint: [redacted]
I am rejecting this response because: Good Afternoon. I appreciate the detailed response in regards to the SR [redacted]. However, I am not satisfied with the reasoning as follows:  1.The original denial was made due to the Landmark contracted serviceman stating that there was an improperly installed capacitor which led to the failure of the compressor.          a. Due to Landmark denying repairs, I began to obtain quotes from other reputable businesses in the area. The HVAC tech, Jeff, from R&R came to evaluate the unit and noted that the capacitor was not at fault for the compressor malfunction. He also installed a new capacitor to test the compressor which he found to only function 2/3s of the time. Jeff stated that if the capacitor was culprit for the compressor failure, it would be an electrical not a functional malfunction. In his notes, he stated that the compressor was "locking up". I immediately provided this information to Landmark both verbally and written. Jeff offered to speak to any manager at Landmark to report his findings. He has over 31 years of HVAC experience and wants this repair to be viewed fairly. However, after multiple requests, no one from the management has attempted to contact Jeff. One manager, Jesse, stated that he was instructed not to call Jeff at all. I had even requested another Landmark contractor or another Serveway technician to come out, but again, no one has even addressed this request.  2. After supplying sufficient evidence that the original rationale for denial was inadequate, I was informed that the "new" reason for denial was in regards to our home inspection with specific reference to the compressor fins being bent. Per Brian, representative, the reason was "the fins were bent which obstructed air flow and caused pressure to build in the compressor leading to failure.      a. I submitted the home inspection at the onset of this SR which was reviewed by a manager. Unfortunately, I do not have the managers name, but he/she was directly supervising Sophia. After the manager review, they found nothing that would indicate prior knowledge of the listed issues and offered $250 towards repairs.       b. The home inspection was performed by an inspector with whom I have used in the past. The report clearly stated that the repairs that he suggested were minor and did not affect the performance of the unit. The reference to the fins is in fact noted; however, after review by Jeff, he said that the fins were only damaged in a very small area to the compressor and it would have not contributed to the compressor "locking up". In addition, we have pictures to support this.     c. If the obstruction actually led to the compress failing, it would have been impossible for Jeff to start the compressor.  I do realize that there are dishonest people who attempt to get over at every opportunity. I assure you that the [redacted] household does not engage in such activity. I have served in the Army for 10 years before resigning my commission as an officer and my husband is a retired entrepreneur. With our backgrounds, we would not have been as successful if we engaged in shady practices. Per Landmarks policy, which was included in the response, repairs are covered for items that are in proper repair at the time of the contract and properly installed. This is evident in this situation. We live in Texas and I am now 8.5 months pregnant, this heat was unbearable and had it been more tolerable, I would have continued to appeal until favorable resolution was made. Unfortunately the heat of our home began to cause issues in my pregnancy.  I pray that we reach a decision that is MUTUALLY benefiting to both parties. We have recently moved into this home and although this repair is unexpected it is not due to major deficiencies that were overlooked nor faulty install.
Respectfully,
[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]

Mr. [redacted], Per our previous...

email today, you will be reimbursed for your out of pocket costs regarding you repair in the amount of [redacted]. Please note that this reimbursement comes from the Reputation Department and not customer service. Landmark has followed the contract and the repair has been scheduled for today. The repair did take quite some time as you live a large distance from an area that our Contractors regularly serve. There was also some delay while you considered repair or replacement. I do however understand that heat makes a frustrating situation worse. While the contract has been followed, it did take a lengthy amount of time for Landmark to complete your request. I apologize for the negative experience you had with Landmark and hope that you will give us a chance to provide a positive experience for you in the future. Thank you, Elise N** | Senior Reputation Specialist | Landmark Home Warranty  [redacted]

The following email was sent directly to the homeowner today. Thank you for your patience. From: Candace P[redacted] Sent: Tuesday, March 14, 2017 2:02 PM To: '[redacted]' <[redacted]> Subject: Revdex.com complaint// [redacted]// [redacted]- San Antonio TX...

78251 [redacted],  Thank you for allowing Landmark Home Warranty to review your claim. I am so sorry we have not been able to meet your expectations thus far. My hope is to turn your experience around. You are a valued homeowner within the Landmark Home Warranty Family and I will do all I can to be sure you get service as quickly as possible.  I have researched into the case, and according to our distribution rep, the part should have arrived on 3/8/2017, now what time, I cannot be sure. It is my hope, now that the contractor has been provided the correct information for the part, we will get this taken care of very quickly. I understand this has been frustrating and I am truly sorry for this experience.  I will be following this claim carefully until it has been resolved. Should you have any questions or concerns please do not hesitate to reach out to me.

Hello [redacted], I apologize for this frustrating claim experience. This is not the type of resolution we are known for. There have been delays with parts and I do understand that you have been left without a working HVAC system. I am very sorry that you have been waiting for so long. My system review shows that the contractor was scheduled for this morning at 8am. This is the last update that I see in the system. If your A/C is still not working please call us at 1-866-306-2999. Thank you, Elise N** | Online Reputation Manager | Landmark Home Warranty  en**@landmarkhw.com

Landmark understands your concern regarding your roof. Your claim was opened 9/1/2017, we assigned a contractor who provided a diagnosis. Once we received the diagnosis, you insisted this was incorrect as there are no vents above the room where you are experiencing the leak. Landmark then...

continued to search for a contractor that was available for you, in order to offer a second opinion. In doing so, we determined that in our network of independent contractors, we could not locate one. However, the solution was provided to you, in that we "homeowner defined" this service request. This means, per our contract, section C. TO REQUEST SERVICE number 13."In some instances, LHW may offer you the opinion 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."  Landmark has followed the terms of our agreement with you. As soon as you have a diagnosis and bid from a contractor please let us know, we want to help you.  Thank you,Customer Relations Manager

Hi [redacted], Thank you for your patience while I reviewed the issue with your repair. I apologize for this frustrating experience. If I understand correctly, you have 2 issues to address; 1) you believe the work was not completed. 2) You would like a refund of your warranty. On 7/12/2016 we received...

the following message in our contractor portal: 07/12/2016 15:27:28 Internal From A/C to Z Mechanical: Contractor Status: Completed submitted @ 7/12/2016 2:09:20 PM - Complete   If you believe there are additional issues, please contact the contractor, A/C to Z Mechanical ###-###-####. Your warranty refund has been processed and the breakdown looks like this: Contract# [redacted] ([redacted]) Warranty cost $300.00 Divided by 12 months =$25.00/per month #2 of months’ coverage used = $50.00 Remaining balance = $250.00 Minus the Cancelation fee $75.00= $175.00 Refund amount $175.00 A check for $175.00 will be mailed out on 7/21/2016 and you should receive it within 10 business days. I hope this explanation helps. Please feel free to contact me directly if you have any additional questions or concerns. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Travis,
Thank you for giving us this additional opportunity to
address your concerns. As previously stated, home warranty coverage is limited
to replacement of the systems and appliances of the home and does not include
cabinetry modifications, carpentry or construction.  As stated in our contract:
“REPAIR/ REPLACEMENT/
UPGRADING: We are not responsible for the cost of construction, carpentry, or
other modifications made necessary by existing or installing different
equipment.”
When the option to upgrade from a single oven to a double
oven was elected, Landmark fulfilled that request with the additional costs
associated with the upgrade being the responsibility of the homeowner. Unfortunately,
this action did not make Landmark liable for the ability, or inability, of the
elected upgrade to fit into the architecture of the kitchen. Had Landmark
provided the originally offered single oven, it would have fit into the
existing space as expected.
Installation is defined as “machinery or apparatus placed in
position or connected for use” and does not include carpentry or
reconstruction. The agreement for Landmark to cover installation and assist in
providing an appliance upgrade did not change. Landmark has never taken accountability
for the architecture of any of our customer’s kitchens and cannot make an
exception now. We apologize that there was a misunderstanding of the coverage
being provided on behalf of Landmark Home Warranty but Landmark has delivered coverage
as supported by our state approved contract.
Please let me know if you have any additional questions as your
understanding of the coverage that Landmark Home Warranty provides is very
important to us, as is your satisfaction of the applicable coverage we can provide.
Sincerely,
Kristen B[redacted]
Public Affairs
[redacted]@landmarkhw.com

[redacted],   You have the Value Plan with Landmark Home Warranty, active 11/22/2016 for one year. You opened a request 7/6/2017 and were granted emergency service, in which a contractor went out and diagnosed the unit as severely impacted. The claim was denied based on the independent, licensed and bonded, professional contractor’s opinion, compared to the warranty terms outlined below. 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 inoperatle due to normal usage after the effective date of the Contract and are reported during the terms of this Contract. c. Are properly installed and located within the perimeter of the main foundation or detached garage, except those noted with an “*” 3. LHW will repair or replace covered systems and appliances whose malfunctions, defects, and imporper conditions precede the effective date of the Contract, including sumsequent repairs required due to rust, corrosion, sediment, and/or lack of maintenance if: a. The malfunctions, defects, and improper conditions would not have been detectable through a visual inspection and simple mechanical test performed within 60 days prior to the effective date. I. A visual inspection of the covered item verifies that it appears structurally intact, properly cleaned and maintained, and without damage or missing parts that would indicate inoperability or imminent failure. ii. A simple mechanical test is defined as turning the item on and off to ensure that it is fully operational. While turned on, the item should operate as intended, without causing damage, irregular sounds, smoke or other abnormal outcomes. b. The contract holder provides a home inspection report performed within 60 days prior to the effective date by a state licensed inspector, and covered items are documented as inspected and in proper working order and without indication that the covered item is in need of maintenance, repair, or suggestion of imminent failure. In the event the inspector notes recommend further evaluation by a trade specific professional, coverage may not apply. C. To Request Service                 3. LHW will select an independent contractor to perform the service.                 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…. D. This Contract Does Not Cover: 3. Repairs or replacement required as a result of failure to clean or maintain, according to manufacturer specifications, except as noted in Service Overview (3). Clearly you believe that your unit has been properly maintained. Unfortunately, our professional contractor’s diagnosis is what we must utilize. As you have provided proof that the unit was cleaned prior to this claim, and our contractors diagnosis is that the unit is severely impacted, this indicates that there is a lack of maintenance on your part as the homeowner. This means to Landmark, that we can no longer utilize the clause in the contract that allows for lack of maintenance to be covered PRIOR to the start of the warranty. We must stand by the contract terms in which they are written. In this circumstance, Landmark remains by the denial of your HVAC unit.   It is the opinion of Landmark that we remain contractual based on the evidence that has been provided along with the warranty terms.   Thank you,

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]

Hi [redacted], I appreciate you reaching out to us and allowing us the opportunity to serve you. We do value you as a member of our Landmark family. We always do our best. Sometime we make mistakes. Thank you for your patience with our efforts to resolve the issue. Should you ever have concerns with...

your service experience, please don't hesitate to contact me directly. I am happy to help. Thank you, Elise N** | Online Reputation Manager | Landmark Home Warranty [email protected]

[redacted],  From what I can see, the contractor was at your home 8/4/2017. Please let me know if there is anything further I can assist with.  Thank you, Candace P[redacted]@landmarkhw.comOnline Reputation Manager

[redacted],   I am concerned you have had a negative experience with Landmark.  I want to apologize for the length of this service request. Understandably, you are very frustrated. I can only imagine how inconvenient this must be. I want to assure you, it is my job to represent the...

terms of the warranty in the most equitably way, while adhering to the strict terms provided. I see that you have been provided two cash in lieu offers. I agree with you, in that I don’t feel these offers were comparable in all of the features of your current unit. I have done research to determine what a comparable unit would be, and have found that the unit you requested initially is a unit that I can offer. This link is what we, Landmark Home Warranty, consider comparable in features to your current unit. https://secure5.whirlpool.com/catalog/search_command.cmd?form_state=searchForm&a...⇄   With this, Whirlpool delivers but does not install. In the instance that you choose we order the unit, rather than provide a cash in lieu of $2019.00, we would send you a separate check for $130.00 for installation. Once either option is selected, Landmark Home Warranty will not be responsible for the unit. We understand this has been frustrating. I hope that we can mend this relationship in providing what is fair to you. Please let me know how you want to proceed, either the full cash in lieu, or we can order the unit and have it delivered (can take up to 10 business days), along with a $130 check for installation. I am happy to get this completed for you as quickly as possible.   Thank you,

Complaint: [redacted]
I am rejecting this response because: What you said is incorrect. I put in the request for a second opinion IMMEDIATELY after the contractor submitted his findings....AN ENTIRE WEEK after my initial report of the AC malfunction on 4/7. I had no choice but to put in a new AC on 4/19 after I was repeatedly denied by your customer service department as my request went unanswered for OVER A WEEK while the temperature in the house was recorded as over 90 degrees (not legal to not have AC in the state of AZ for more than 48 hours when the temperature is over 90 I believe)....total amount of time while my house was without an AC was about 2 weeks while your company tried every which way to deny my claim. On 4/15 your representative asked me to provide the second opinion from my Licensed contractor....why ask for the second opinion from me if Landmark won't even acknowledge their findings? Sounds like a delay tactic. On 4/19 after calling endlessly and being denied I asked her for the statement from landmark's contractor, only to find out that he made the critical error. I then asked Landmark to send someone to conduct the load calculation and was told that a manager would get back to me.It was not until 4/28 (Another week later) that the manager finally got back to me, and on 5/5 (another week later) that she finally replied and instead asked ME to provide a load test after I asked landmark to conduct the same load test by their contractors WEEKS prior...since you supposedly only go off your contractor's findings. AGAIN, why ask me for a load test if your company clearly stated under multiple occasions that you only go off your licensed contractor's findings? Sounds like another delay tactic was placed to make the consumer give up after being given the run around. At any of these times I more than welcomed a second opinion from landmark's contractors...but no one bothered to respond to my request. It took over a month to not resolve this matter...so if that's your company's idea of "timely" then you probably should not be in business. It also seems like you are still refusing to admit your mistakes so if that's the case then perhaps we should escalate this matter.
Sincerely,
[redacted]

Hi [redacted], Thank you for providing Landmark Home Warranty with this feedback. This has been brought to the attention of our Contractor Relations Department. They will address this situation with the associates and contractors involved. We apologize about any 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. 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]