Landmark Home Warranty, LLC

Dear Mr. S[redacted],
Thank you for giving us this opportunity to address
your concerns. It is my understanding that you are requesting that Landmark
Home Warranty reimburse you for the cost of your new disposal. Please allow me
to explain why we cannot fulfill this request.
On 7/27/2015, during...

the recorded phone conversation,
Landmark opened a claim for a water leak coming from the disposal that was first
noticed a week prior to the call.
Landmark immediately assigned the claim to a plumber. Two hours after opening
the claim Landmark was informed that if we don’t cover for secondary damage
that you were electing to complete the repair yourself.
Landmark then provided the information that
we do require the ability to receive a diagnosis before accepting any liability
of a repair, including monetary. In multiple phone conversations Landmark was
very clear and upfront about our requirements before coverage can be provided.
Landmark was never informed that the plumber
could not service the home for three days until, 7/28/2015, after the disposal had already been
replaced. Landmark was not given the ability to assign a different contractor
due to scheduling conflicts.
Understandably, there are processes in place
to ensure that Landmark only takes responsibility for legitimate repairs and
that fair coverage is provided to all of
our customers. As stated in our contract (please see the attached):
“LHW
will provide service on listed covered systems or appliances that:  a) are installed and located within the
perimeter of the Main Foundation; When you call with a Service Request, we will
contact an INDEPENDENT CONTRACTOR who will contact you directly to schedule a
convenient appointment during normal business hours; We will not reimburse you for services performed by your own contractor
without prior
authorization; 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; Service Call Fee is due whether service is
covered or denied; LHW is not responsible for Consequential or Secondary Damage;
We will not upgrade any covered item.”
During the multiple recorded phone conversations,
which occurred before the repair was completed, Landmark associates were very
clear about the guidelines above. Had Landmark been given the ability to send a
contractor and receive a diagnosis, then if an upgraded disposal was requested,
we could have provided the cash-in-lieu. Unfortunately, without that process
there is nothing more Landmark can do.
I hope this helped explain why Landmark
cannot fulfill your request for reimbursement. Your understanding of our
process and the coverage we provide is very important to us. Please let me know
if you have any additional questions or concerns.
Thank you,
Kristen B[redacted]
Public Affairs
[redacted]@landmarkhw.com

Dear Mr. J[redacted],
Thank you for giving us this opportunity to
address your concerns. It is my understanding that you are requesting a full
refund of your contract. Please allow me to explain why Landmark cannot fulfill
that request.
The claim was originally opened on 6/2/2015
and was...

assigned to an appliance technician at your request. On 6/6/2015
Landmark received a call that a plumber was needed instead of the appliance
technician because the failure seemed to be affecting the kitchen sink (according
to the recorded call). Landmark complied and canceled the original claim. On
6/11/2015 the plumber called Landmark with the diagnosis that the technician
ran the dishwasher twice and it did not back up into the sink. The only problem
found was that the P-Trap was improperly installed, which Landmark covered, and
that the pump may be going out on the dishwasher, which a plumber is not
qualified to repair.
On 6/11/2015 Mrs. J[redacted] called Landmark and
requested an appliance technician to complete the job. Mrs. J[redacted] was informed
that an additional service fee would need to be paid to the appliance
contractor. As stated in our contract:
“Each
Service Request placed will pertain to items of one trade, and one trade only;
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.”
After speaking to Mrs. J[redacted], Landmark never received
confirmation to move forward with assigning an appliance technician. On
6/24/2015 Landmark received a call stating that an out-of-network appliance contractor
confirmed the same diagnosis that Landmark’s plumbing contractor provided and
that the dishwasher pump needed to be replaced. Landmark then offered to send
an appliance contractor to the home for the service fee and unfortunately, when
multiple insults were provided to the Landmark associate instead of an answer,
the call had to be disconnected. That was the last of the communication
regarding this situation until this complaint.
All calls are recorded for quality training and, after
listening to the corresponding phone conversations, it is clear that Landmark
fulfilled their contractual obligation regarding this claim. At this point in
time the requested cancellation has been honored and a refund in the amount of
$224.18 has been issued and should arrive at the property address within 8 -10
business days. Landmark has provided services as guaranteed by the contract,
which is why we cannot increase the refund amount.
I hope this helped explain why Landmark cannot fulfill
your request. Please let me know if you have any additional questions or
concerns.
Thank you,
Kristen B[redacted]
Public Affairs
[redacted]@landmarkhw.com

3/31/2016 Mr. [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 I have reviewed your comments to the Revdex.com and other social media sites. I apologize about any delays in service. I...

do understand that you felt the situation was an emergency. I have pulled and listened to all of the calls that came in regarding the issue. I have review the notes in our system as well. My findings were as follows: Your request for service came in before business hours and was handled by our after-hours service team. The claims agent understood the concern and tried to provide the best possible service while she made sure to stick to the contract and all covered items. Because the source of the leak was unknown she suggested that she give you the name of a contractor to come diagnose the issue and then call in to Landmark for an authorization before the repair was made. It was suggested that you turn off the water to the house to prevent further damage. The claims manager explained to you several times that in order for the repair to be cover by Landmark, the contractor would have to first diagnose the issue and then get an authorization from Landmark to verify that the repair would be covered under the warranty. The claims agent stated that the costs may have to initially be “out of pocket” until Landmark verifies that it is something we cover under the warranty.  She also said that if it is something that Landmark covers you could possibly be reimbursed for the cost of the repair. Again, if the issue was diagnosed by one of our contractors. A short time later you called in, and the same after hour’s agent took your call. You said you had called the contractor that the agent had provided the information for and he could not do the diagnosis until the next day. The agent then placed you on hold and tried to contact 2 more contractors. She left them voice mails. Because of the early hour of your call, it was necessary for the agent to provide you with the direct contact information for the contractors. She then sent an email with that information. The agent let you know that the Claims Manager would take over the service requests. The agent did ask if you knew a plumber who could possibly come and diagnose the issue. You said there was a company called “[redacted]” that might be available. The agent let you know that she would let the Claims Manger know that you may have a plumber that could come out and diagnose the issue. She verified again that the leak would have to be diagnosed first and then authorized by Landmark to complete the repair if the issue was something covered under the warranty. She again, suggested that you turn off the main water source until a plumber could come out. I note that a short time later you called in to verify that you had the correct number for the plumber provided by our claims agent. It was correct. A short time later the Claims Manger called to ask if you had been able to find a plumber. She left a voice mail. When you called back you had not been able to find a plumber yet. You left a message for the Claims Manger to call back. When our Claims Manger called back, you had stated that you had hired your own contractor to do the work. You were informed at that time that we could not reimburse you for the service because the contractor was not one of Landmarks and the diagnosis had not been called in before the work was finished. This had been reviewed with you before several times. All work must 1st be diagnosed and then approved before Landmark can authorize the repair. I understand that this was not pleasant news for you. In previous phone calls it had been explained to you several times that the diagnosis before service was part of the warranty contract. In the Warranty is states: C. TO REQUEST SERVICE #2 When you call with a Service Request, we will contact an INDEPENDENT CONTRACTOR who will contact you directly to schedule a convenient appointment during normal business hours. On weekdays, the contractor will contact you within 4 business hours of opening a Service Request. #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. #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 understand your frustration regarding the service request. We always follow the contract and make every effort to help our homeowners receive service in a timely manner. The issue is that work cannot be authorized without the diagnosis. That applies to our own contractors as well as any out of network contractors that may need to be assign to a service request. Thank you for your patience in this matter. I hope this response clarifies the protocol that claims agents must follow in making a service request or completing a claim. Best wishes, Elise N** | Online Reputation Specialist | Landmark Home Warranty [redacted]@landmarkhw.com

Complaint: [redacted]
I am rejecting this response because: My wife and I are happy that things finally gotten taken care of and no longer want to cancel the contract. We are very unhappy with your companies customer service however with everyone fixing different answers and even being told at one point being told the water heater won't be covered at all. I'm no longer looking for money back but your plumber did run our toilet even worse than it was and decided to get it replaced with another company and now it works great. Also, it should not have taken a month to replace a water heater. If we had no hot water at all we would be in some big trouble here. Your company has been unreliable at best.
Sincerely,
[redacted]

9/27/2016 Revdex.com Response Mr. [redacted], Thank you for giving me the opportunity to review your concerns through the Revdex.com. We do appreciate your feedback and your concerns are not taken lightly. I researched your complaint and found that your service request was completed and closed out on 9/24/2016. If...

you are not satisfied with this claim, please do not hesitate to contact me. I am happy to assist in resolving the issue. Landmark seeks to always create a positive claim experience in a timely manner. I am sorry that your claim did not go as expected. We honestly do our best to take care of our homeowners. Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Hi [redacted], Thank you for giving Landmark this opportunity to address your concerns through the Revdex.com. 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 have...

asked an Operations Manager to research what occurred during this situation right away. My system notes show that Kyla B[redacted] left a voice mail for you yesterday. If you could please reach out to her and return her call, she is prepared to update you on the service request. You are also welcome to reach out to myself directly at [redacted] Please know that your feedback is important to Landmark Home Warranty and we do not take this lightly. Thank you, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Hi [redacted],   I am very sorry for the continued frustration with this claim. I want to assure you that this issue is still being research and reviewed. Our system shows that it has been escalated. I apologize that this has been such a poor experience and want to assure you that we are doing all...

we can to meet your expectation. We must operate within the parameters of the warranty contract to follow state regulations.   Thank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

[redacted],  I am sorry to hear of your current experience with your plumbing service request. The contractor typically will reach out to you within 2-5 business hours to schedule. Your feedback has been sent to the Contractor Relations Department and the proper training will be implemented....

They should have returned your phone calls.  I am pleased to see that you did reach out to Landmark to help you in this situation. I apologize for the delays in assigning you to a new contractor. As of today, you have been reassigned to a new contractor, Prince Plumbing. They will be reaching out to you to schedule an appointment for them to diagnose your unit. You have also been e-mailed their information, in which you can utilize by calling them to schedule as well.  I would like to make sure your service request continues to move forward as expected. If there are any further concerns you have, please do not hesitate to reach out to me. You can reach me directly at [email protected]. Respectfully, Tiffany N[redacted]Customer Relations [email protected]

Hello [redacted],   I apologize for this frustrating claim experience. I am sorry we did not meet your expectation of service. I want to assure you that your feedback is not taken lightly. I need you to know that we always stick to the contract and all covered items every time. We follow these...

procedures so that we will be equitable to every valued homeowner. 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 also understand that this claim resolution has been inconvenient for you.   I am sorry to hear that you have not had a good experience working with our claims department or the contractor. We always seek to provide excellent service to our valued homeowners. I assure you that your experience has been submitted for review by the Operations Department.   The $300 out of pocket costs were for modifications to change out and update the old unit to the new one. Under the warranty, modifications are not a covered item.   Per the warranty:   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.   #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 nonoriginal 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.   I understand that you are also disappointed in the cash in lieu amount offered. This amount is based on the price that Landmark can get the water heater through our supply houses. It is noted in the contract that this price will be significantly lower. (See #10)   The WATER HEATER coverage under the warranty is as follows:   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.   With your DELUXE WARRANTY coverage, you have the following included:   Water Heater: Failures due to Water Heater Sediment.   Included in your additional ‘No Fault’ coverage:   PREMIER PLUS COVERAGE UPGRADE (INCLUDES PREMIER + NO-FAULT COVERED:   Includes all items listed under Premier Coverage, in addition to: Failures due to Improper Installation, Failures due to Mismatched Systems, Code Violations, Permit Fees, Crane Costs, Haul-Away of failed Systems or Appliances.  We may provide, at our discretion, cash in lieu of repair.  Code Violations: LHW will pay to correct code violations, if required, to effect repair or replacement.  Permits: Where local building permits are required prior to commencing replacement of a covered item, LHW will pay for such permit.  LHW will not be responsible for replacement service when permits cannot be obtained.  Improper Installation and Mismatched System: LHW will repair or replace a covered item that was improperly installed, modified, or repaired prior to the term of this contract.  This does not include items pertaining to undersized heating and cooling systems relative to square footage of area being cooled or heated.  Haul-Away: LHW will pay the cost to remove a covered system, appliance, or component when LHW is replacing a covered system, appliance or component.  Crane: LHW will cover for the use of cranes or other lifting equipment required for a covered service of roof top heating or air conditioning units.  LIMITS:  LHW will pay up to $250 in the aggregate per contract for items related to No-Fault Coverage Upgrade.   Unfortunately, under the parameters of the warranty we are not able to meet your service demands.   You have the following options:   1-      Landmark provides the water heater, and you agree to pay the modifications that are not covered under the warranty. With your ‘no fault’ coverage, Landmark will also cover for disposal of the old unit. The unit removal only pertains to having Landmark install the unit. 2 – Accept the Cash in Lieu offer. This amount includes the cost of the water heater at Landmarks cost and the cost of one hour of labor that Landmark would have provided.   Per the warranty contract; Landmark will not cover for 100% of the repair. We provide funds in accordance with the warranty coverage stipulations. We will not provide the unit and a cash in lieu together. The coverage is for choice 1 or 2.   [redacted], I know it can be frustrating when something is not listed as a covered item under the warranty. We always operate within the parameters of the warranty. Should you have any additional questions or concerns, please feel free to contact me directly. I am happy to assist in any way I can.   Best wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

[redacted],  Thank you for your response. I am sorry you feel as though we have not addressed your concerns. We are held to the warranty guidelines. Where you have accepted the cash in lieu offer already, and the check has been processed and sent to you, this serves only as clarification of your contract. Where you feel that we are responsible for replacing your unit, the warranty suggests in Section A, number 4: "LHW will determine, at its sole discretion, whether a covered system or appliance will be repaired or replaced." Additionally, you quoted the contract correctly in stating Section A, number 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." We offered both repair as the parts are still available or the cash in lieu, however we do not cover for additional labor costs under your contract.  I do apologize that the agent quoted the incorrect section of the contract in stating that we do not cover for additional labor. The section the agent should have quoted is Section C, number 8: "It is your responsibility to provide access and clear non-related items away from the area that requires service. In the event the area is not accessible, the contractor will return at a later date and you will be responsible for an additional service call fee." Where the contractor would need a second man to access the point of repair, we would not cover for the second man. I apologize that you are not satisfied with the options that were given to you. I hope that in the future we can come to an agreement that satisfies both parties. Please do not hesitate to let us know if we can be of further assistance.  Thank you, Candace | cp[redacted]@landmarkhw.com | Online Reputation Specialist

Mr. [redacted],   Thank you for reaching out to Landmark home warranty via the Revdex.com. I am concerned you have had a negative experience. I see that you have been working with Aida a manager here at Landmark to assist in your troubles. The latest update we have is that there is an appointment scheduled...

on 5/31/2017 to resolve the issue.   I can see how this has been a frustrating experience for you, and on behalf of Landmark I apologize that you have had to endure this. It is my job to be sure we work within the warranty guidelines equitably and strictly. This is so that we are consistent and fair to all homeowners.   I will continue to watch this, and if you feel that Aida has not provided a satisfactory resolution to your current situation, please let me know, so that I may look further into this claim. I will advise that currently we are within the warranty terms, in that Landmark is not responsible for consequential or secondary damage, including consequential damages due to a service contractor’s conventional repair efforts of the primary item.    I want to be sure you are taken care of and that this is completed as timely as possible. Please contact me directly for any additional issues or concerns, so that I may address them appropriately. Your feedback is very valuable to Landmark, as you are the best catalyst for change. I know that you are frustrated and I will do my best to work within the warranty terms to assist you.   Thank you, Candace P[redacted] cp[redacted]@landmarkhw.com

Complaint: [redacted]
  I am willing to work with the company but do not want the complaint closed in case we do not have resolution.  I am including Elise N** at her Landmark email address.  Please be advised I am willing to come up with a mutual agreement. Sincerely,
[redacted]

Hello [redacted], Each renewal year we provided updated information on our warranty/policy changes. The renewal information is sent in the yearly renewal letter as well as our website. I am sorry for your frustration with the recent claim experience. I understand that you recently chose to cancel your policy. We are sorry to see you go. Best wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

[redacted],  As far as Landmark has been told, the inspector has indicated that there is a code. However if you are unwilling to provide a safe access point for the contractor, we will have to provide a cash in lieu for the required work, at Landmarks cost. This is according to the contract. Your claims manager will be in touch with the cash in lieu option. Thank you,

Dear Mr. [redacted],
Thank you giving us this opportunity to
address your concerns. It is my understanding that you are requesting that
Landmark Home Warranty reimburse you for the costs associated with your meter
repair. Please allow me to explain why we cannot fulfill that request.
As stated...

in our contract (attached):
“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.”
Because the metering device for the home is located on the
exterior, it is not considered a covered item. It is true that Landmark will
provided up to $250 of coverage on code violations for covered items, however,
since the metering device is not considered a covered item we will not be able
to reimburse you for those costs. Landmark simply cannot provide coverage that is not offered.
The electrical components that Landmark Home Warranty covers
are as follows: Wiring, Panels and Subpanels*, Plugs, Switches and Fuses,
Junction Boxes, Circuit Breakers, Conduit, Ceiling Fans, Exhaust Fan, Central
Vacuum, as long as they are located within the perimeter of the main foundation,
as stated above.
I hoped this helped explain why Landmark will not be
providing the requested reimbursement. We do apologize for this
misunderstanding. As a Landmark Home Warranty customer your understanding of
the coverage we offer is very important to me. Please let me know if you have
any additional questions or concerns.
Thank you,
Kristen B[redacted]
Public Affairs
[redacted]@landmarkhw.com

Ms. [redacted], I appreciate your patience while I looked into the denial. I have spoken with contractor relations, customer service management, and reviewed the documentation. Unfortunately, the claim is still a denial. The gas leaks are believed to be preexisting. Your claim opened about a month after you purchased the warranty. It has been determined that the leaks were a problem before the warranty was purchased. The service request was denied right away. A letter explaining the denial was sent to you as well as the contractor. While I understand we sent out the contractor for a diagnosis, he was not authorized to make the repairs. He was clearly told the service was denied. I understand the frustration with this issue. I do understand that it can be frustrating to have extra costs that you did not expect. We know it can be frustrating when something is not listed as a covered item under the warranty. You are welcome to address this issue with the contractor directly. He did the service outside of the warranty. I want you to know that your feedback is important to Landmark. Your concern was not taken lightly. We always stick to the contract and all covered items every time. We follow the procedures with each of our homeowners. 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 understand that this has been inconvenient for you. We honestly do our best to take care of our homeowners. Elise N** | Senior Reputation Specialist | Landmark Home Warranty [redacted]

Hi [redacted], Thank you for your patience as I looked into your claim experience. I am so sorry that we were not able to meet your expectations in regards to this claim. I worked with an Operations Manager to be sure we thoroughly reviewed the denial of this claim. The following information reviews...

our findings: On SR # [redacted] – Eco Air was assigned to diagnose the A/C service request. Their finding are stated as: “The condenser coil on this Trane unit is leaking. The line set feeding the unit is undersized and should have been replaced at the time of install in 2007-2008. Because of the small line set, the AC was doomed from the beginning.” Per the contract: AIR CONDITIONING* EXCLUSIONS: “…..failure or inadequacy caused by system operation outside of manufacturer specifications.” Per the Home Inspection notes: The last service date of this system appears to be more than two years ago, or the inspector was unable to determine the last service date. The client(s) should ask the property owner(s) when it was last serviced. If unable to determine the last service date, or if this system was serviced more than two years ago, a qualified heating and cooling contractor should inspect, clean, green sticker if needed, service this system, and make repairs if necessary. This servicing should be performed every few years in the future, or as per the contractor's recommendation. This request had been denied at this point because the line set was not modified when the unit was put in. Per the Contract: Service Overview: 3.LHW will repair or replace covered systems and appliances whose malfunctions, defects, and improper conditions precede the effective date of this Contract, including subsequent repairs required due to rust, corrosion, sediment, and/or lack of maintenance if: 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. [redacted], at this point, in order for LHW to move forward with helping you out, you would need to supply an invoice showing that the unit was serviced and passed a visual or mechanical test after the home inspection was performed, and before you took possession of the dwelling. This information has been reviewed, and support the reasons for the denial at this time. If you are able to show additional documentation, we are happy to review the claim denial again. I hope this helped clarify why Landmark will not be able to provide the repairs. Your understanding of the coverage provided by Landmark Home Warranty is important to us. Please contact us directly if you have any additional questions or concerns. 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. 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. We know it can be frustrating when something 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. I know this outcome is distressing and I am very sorry. Please let me know if you have any further questions. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Dear Ms. V[redacted],
Thank you for giving us this opportunity to address your
concerns. I understand that you are requesting that Landmark Home Warranty
provide coverage for the cracked sewer pipe in your home. Please allow me to
explain why we cannot fulfill that request.
Landmark coverage...

started on June 26th, 2015. Twelve
days later on July 9th, service was requested from Landmark because
you stated there was a cracked sewer pipe under your house. On July 13th
the contractor visited the home and found the sewer pipe severely corroded with
a crack 3 to 6 feet long. He clarified with 100% certainty that the crack could
not have occurred within 12 days (since the home warranty went into effect). The
contractor noted that the pipes were rusted and provided photos of the cracked
pipes to Landmark for documentation.
In the recorded phone conversation with Landmark manager,
Jeremy, it was acknowledged that the house had been vacant prior to the sale
and that the plumbing had not been used while you were having the house cleaned
during the first couple of weeks of ownership. In the same phone call it was
confirmed that during the first few uses of the plumbing, the cracks were noticed.
On the home inspection it is notated that corrosion was
present on the water lines and that the drain pipes were rusting and corroded
throughout the basement. The inspector recommended that both items receive a plumber evaluation. The purpose of a
home inspection is to allow the buyer of the home to complete their due
diligences and make a decision to purchase based on that information. The
decision not to further inspect the piping does make Landmark responsible to
provide the repair. As stated in our contract:
“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.”
The 3 to 6 foot crack did not occur within the first few
weeks and would have been detectable if a visual inspection had been completed,
as recommended by the home inspector. Landmark must adhere to contract
guidelines and only cover failures which occurred during the home warranty
coverage period. As a courtesy, the contractor did not collect the $60 service fee
even though it is due whether the repair is approved or denied.
I hope this helped explain why Landmark will not be
providing coverage for this specific repair. It is true that Landmark covers
the plumbing in the home on items that have become inoperable due to normal
usage after the Effective Date of the Contract. Please contact us for your
future repairs as we look forward to serving you.
Thank you,
Kristen B[redacted]
Public Affairs
[redacted]@landmarkhw.com

Hi [redacted],You are absolutely correct and yesterday (7/26/2016) we opened ticket #[redacted]. The contractor will be replacing the Salt Cell IC -20 with an IC-40 right away. I apologize that this was not installed correctly last year. I want to assure you that this issue has been brought to the...

attention of our contractor relations department. You are a valued homeowner and I am so sorry that you had this experience with your Salt Cell. Please feel free to contact me directly at any time. I am happy to help.Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Complaint: [redacted]
I am rejecting this response because: I spoke to the tech from A plus drain cleaning. He said he filled the bath tub 3/4 of the way up and the water started turning luke warm. The noise that's coming from my water heater sounds like someone is banging the side of the water heater with a hammer. What causes this noise is sediment buildup in the tank. Any sediment build up in the tank would diminish the water capacity, would it not? Its loud enough to keep me up at night if someone runs the hot water late at night. one of the reps from Landmark said to call back if the noise gets any worse, just how bad does it have to be? So am to just accept the opinion of YOUR contractor, that represents YOUR best interest, that said to just live with it? If you chose to not pay this claim is it too much to ask for my premiums back I paid for this policy, I did my part, I paid for a service that didn't get supplied.
Sincerely,
[redacted]