Landmark Home Warranty, LLC

Hello ***, Thank you for providing Landmark Home Warranty with this feedbackI appreciate the time you took to share your experienceI am sorry that we were not able to meet your expectation of service on your boilerThis complaint has been brought to the attention of our Claims Management DepartmentWe will review this situation right awayI do understand that it can be frustrating to have extra costs that you did not expectI know it can be frustrating when something is not listed as a covered item under the warranty I want to assure you that management is doing everything possible to ensure that our valued homeowners are taken care of within the parameters of the warrantyWe always stick to the contract and all covered items every timeWe follow the procedures with each of our homeowners to be equitable in every situationI assure you that your feedback is very important to Landmark Home Warranty and is never taken lightlyWe honestly do our best to take care of our homeowners Thank you, Elise N [redacted] | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

***, I’m sorry to hear of your experience and the unsatisfactory service you were given For your water heater, I would be happy to open a service request for you to have a plumber diagnose your unitI apologize, as it should have been opened upon your first requestIf you have already gotten it looked at by your own plumber, I would be happy to review the invoice for you for any possible reimbursementI would just need you to send me a copy of your invoice with a total breakdown if possible I know your wife, who is the contract holder, has been in close correspondence with one of our other representatives here in regard to your faucetShe has been offered a cash out to have your faucet replacedThe cash out is in the amount of $It includes the cost of a builder standard faucet at Landmark’s cost and laborWith the cash out, you can use it to assist you in cost to replace the faucetWhether that be to hire your own contractor or purchase your faucet of your choice, the funds are yours to utilize in what ever way you choose “AService Overview 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 availableThe 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 diagnosisOnce 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.” As for the cancellation, it is within the warranty that we deduct the months the warranty was available to you, any costs incurred on any service request, and a $cancellation feeYou had the warranty available to you for monthsThere were costs incurred on a couple of your service requests as wellThe cost incurred does not include the service call fee that you pay to have the contractor out to your home “GCancellation Contract Holder may cancel at any timeaIf cancelled within days of Contract effective date, and no service request has been made, the Contract Holder is entitled to a full refund of paid Contract feesbIf Contract is cancelled beyond days of Contract effective date, or within days of Contract effective date and services have been performed, Contract Holder shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less a $administrative fee and any actual service costs incurred by LHW.” At this time, we are pending Erin’s decision on how to move forwardShe can either respond to the representative she is currently working with, or she can reach me directly at [email protected] If you have any further questions, please do not hesitate to reach out to me Respectfully, Tiffany N [redacted] Customer Relations Manager [email protected]

Complaint: [redacted] I am rejecting this response because:Landmark's website specifically states: "A home warranty covers systems and appliances in a home that have failed from wear and tear Systems and appliances have lifespans - they break down, wear out, and stop working, unfortunately They won't last forever, and a home warranty is there to help soften the cost of paying for a brand new system or appliance when it fails from old age (wear and tear)." Source:https://www.landmarkhw.com/resources/home-warranty-education/what-does-a-...⇄ reply to my complaint stated: "Our contract indicates we cover for the components and parts of your unitTwo contractor have come out and advised that the parts that make your unit run are fine and not in failureHowever, you are experiencing performance and efficiency issues with a year old system Where the mechanical components, meaning the parts that make the unit run, are still working this remains denied."Per my contract with Landmark, the following is stated:In Section A Service Overview, number 2: "LHW will repair or replace systems and appliances mentioned as covered that: aAre in proper working order on the effective date of this Contract"Section A Service Overview, number 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:ii A simple mechanical test is defined as turning the item on and off to ensure that it is fully operationalWhile turned on, the item should operate as intended, without causing damage, irregular sounds, smoke, or other aboutcomes.b The Contract Holder provides a home inspection report performed within 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.As I mentioned previously, our A/C unit is FAILING to cool Landmark reports back to us that they are told by the people they sent out to evaluate our system that everything is working properly but will not provide notes or reports stating this We were told by Greg H [redacted] of Eco Air (whom Landmark sent out for a second opinion) that our unit was not cooling properly and that he was going to recommend to Landmark that it be replaced When I asked Landmark about this they told me there was nothing in the notes about replacement I gave them Greg's number and he was willing to speak with them directly but they still didn't contact him and denied our claim Landmark claims "...home warranty is there to help soften the cost of paying for a brand new system or appliance when it fails from old age (wear and tear)." I understand that mechanically our system turns on and runs forever but IT DOES NOT COOL Landmark implied that this is due to it's age (wear and tear) The contract states "LHW will repair or replace systems that are in proper working order effective date of this Contract." Our a/c stopped cooling within the first week of living here The contract states, "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 other aboutcomes." When the a/c is turned on, it DOES NOT operate as intended and the outcome is ab- the unit runs but fails to cool The contract states "The Contract Holder provides a home inspection report...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." I provided the inspection report and the a/c tureport that was performed on the unit by the seller prior to closing The a/c was confirmed tunand in working order upon moving in.I have done everything Landmark has asked and been more than patient Landmark is not upholding what they state in the contract and on their website which can only be construed as advertising and breach of contract Sincerely, [redacted]

Hi ***,I apologize for the frustration on this claimI understand that you have been working with Candace P [redacted] on this claimThe system notes show that she explained the access issue and that Landmark doesn't cover for accessPer the contract: Section DThis Contract Does Not Cover#- ACCESS: LHW is not responsible for providing or closing access to covered items, except as noted under Limits for Plumbing and DuctworkWe are not responsible for additional charges to remove or install systems, appliances, or non-related equipment in order to make a covered repair; nor do we cover the cost of restoration of wall coverings, floor coverings, counter tops etc.I understand that at this time you are reviewing the issues with your home insurance companyI am so sorry that you are having to deal with thisPlease feel free to contact me if you have any questions or concerns.Thank you,Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Dear MrA [redacted] , Thank you for giving us this opportunity to address your concernsIt 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 repairPlease 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/for a pipe to the motor being disconnectedThe diagnosis received was that the above ground piping needed to be rerouted, which Landmark approvedThe second pool claim was opened on 6/23/because the pool pump was not circulating waterThe diagnosis received from the contractor was that the impellor was clogged with debrisThey unclogged the impellor and no parts were neededA month later, on 7/20/2014, Landmark was informed that the pool pump was not working again and that there was a leakThe contractor returned to the home, on 7/21/2014, repaired the leak and then informed Landmark that the work was completedThat was the final communication Landmark received about the Pool until 5/1/ On 5/6/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 wear and tear Landmark approved the replacement of the booster pumpOn 5/22/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/to revisit the home and complete the repairOn 5/27/the contractor returned to the home and provided what they thought was a completed repairOn 5/29/Landmark was informed that there was still a leakLandmark assigned a third contractor to provide a diagnosisOn 6/16/the third contractor submitted the diagnosis that there was no failure On 6/26/Landmark approved the use of an out-of-network contractorUnfortunately, 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 sorryLandmark is willing to review the invoice provided by the 4th out-of-network contractor and address any discrepancies found with the other contractors involvedThe completion of this repair is important to us and Landmark has been diligent about providing service as quickly as possible when contactedAlong 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 resolutionYour 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-business daysIn 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 Mr***, I apologize for the continued frustration regarding you’re A/C claimI do see in our system that it has been actively worked onThere are delays due to the Out of Pocket CostsI understand your frustrationThe heat makes an already tough situation worseI will have a member of my team research and review the situation to see if we can offer assistance with the resolution of your claimYou should get an update soonBest, Elise N [redacted] | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

[redacted] ***, I sincerely apologize that Landmark has not met your expectations thus farWe honestly do our best to provide every valued homeowner with a positive claim experience in a timely mannerI was to assure you that management is doing everything possible to ensure that our valued homewonres are taken care of within the warrantyYour feedback is important to Landmark Home Warranty and we do not take this lightlyI understand you feel this is an emergency due to having small childrenLandmark must follow the warranty terms strictly so as to be equitable to all homeownersIn your warranty, section CTO REQUEST SERVICE, number In the even of an emergency, LHW will make reasonable efforts to expedite service within hoursAn emergency is defined as a failure resulting in aPlumbing failure that causes interior floodingbComplete loss of heat or A/C in extreme temperatures, as defined by LHWcSystem or appliance failure causing ongoing secondary damage to the homedA condition that immediately endangers health or safetyeA condition that interferes with healthcare support of occupantsfNo 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 degrees for a consecutive hoursWe understand you are uncomfortable, and Landmark will make every effort to assistI see that you have an appointment scheduled for 6/9/Please feel free to contact your claims manager directly for any further questionsYou may also contact me directly should you choose Thank you, Candace P [redacted] | cp***@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 $cash out which is completely unacceptableWe paid $for first contractor, $for the second contractor (because both, selected and contracted by Landmark, and the contract states that we only have to pay $for service calls), and the $would not even cover the service call fees we have paidWe would be -$on this whole deal and have absolutely NO work done and the stove w/ exhaust fan still brokenI request replacement of the stove, exhaust fan, and the refunding of the second contractor service call of $ Sincerely, [redacted] ***

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

[redacted] , Thank you for reaching out to Landmark Home Warranty in regards to this situationI have reviewed the claim in question to better understand your frustrationI understand it is upsetting to have expenses that you did not plan forI apologize that Landmark ha snot met your expectation of service on this claimWe honestly do our best to provide every valued homeowner with a positive claim experience in a timely mannerI want to assure you that management is doing everything possible to ensure that our valued homeowners are taken care of within the warrantyYour feedback is important to Landmark Home Warranty and we do not take this lightly I have looked into your claim to determine where your check is, which was determined to be a fair offerThe check was processed and accepted on 8/25/Due to mail carriers we estimate a time frame of 10-business days to match United States Postal Service's expectationI am sorry that you were not satisfied with the claim

Dear Mr [redacted] , Thank you for giving us this opportunity to address your concernsIt is my understanding that you are requesting a refund of the $service fee paid to the in-network contractorI will honor that request and issue a refund immediatelyPlease allow 8-business days to receive the check We apologize about the lack of service on behalf of our business partner and appreciate your feedbackOur contractor relations department will be addressing this with their managementIf you have any additional questions, or concerns, please contact myself directly Sincerely, Kristen B [redacted] Public Affairs Manager [redacted] @landmarkhw.com

***, Thank you for reaching out to Landmark in regards to your concerns.I apologize for your frustrating claim experienceI understand that it is upsetting to find out something will not be replacedI apologize that Landmark has not met your expectation of service on this claimWe honestly do our best to provide every valued homeowner with a positive claim experienceI was to assure you that management is doing everything possible to ensure that our valued homeowners are taken care of within the warrantyYour feedback is important to Landmark Home Warranty and we do not take this lightly In completing the review of this claim, it has been determined that two contractors separately licensed and bonded have been to your home to provide a diagnosisIn this the first contractor indicated that maintenance needed to be performedThe second contractor, sent after the maintenance was performed determined that there were no failures in the systemI know that there are claims stating that the unit is again not workingCan you be more specific? Is it not cooling in certain rooms? Is it just a few degree difference between the rooms? I ask because the contractor that was assigned to your service request completed several tests to indicate that there was no failure with your unitHowever he did mention that it is becoming less efficientWhere your contract covers for items that fail due to wear and tear, we would not be able to move forward with approving your claimI am sorry for this experience Please let me know if there is anything additional I can assist with

Complaint: [redacted] I am rejecting this response because: The email on file was inaccurateI never received any of these noticesThis includes the promised contractor assessment last week Sincerely, [redacted]

Holly, Thank you for being part of the Landmark FamilyWe appreciate your feedback via the Revdex.comI am sorry for your frustrating experiences this past year in regards to the speed of service that has been provided to youIn your complaint you bring up a few things that I know will be beneficial training opportunities to Landmark Home WarrantyI apologize that Landmark has not met your expectation of service on this claimWe honestly do our best to provide every valued homeowner with a positive claim experience in a timely mannerYour feedback is important to landmark Home warranty and we do not take this lightlyI see that you have a scheduled appointment for todayIt is my goal to expedite this claim as quickly as possibleI want to assist you in the best way possible, while adhering to the warranty termsPlease let me know when the contractor leaves you home, so that I may obtain the diagnosis as quickly as possibleI look forward to assisting in the best way possible for youThank you, Candace P***

Hi ***, I apologize for the frustration related to this claimWe do honestly try to provide a positive claim experience in a timely mannerI am very sorry that this was not the case hereYou are a valued homeownerI see that you repair was completed on 8/19/If this is not the case, please contact me directly right away and I will find out what I can do to expedite the servicePlease feel free to contact me at any timeBest wishes, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Awesome job resolving my claim! It was fast and easy!

Complaint: [redacted] Thanks for your response This model of Trane furnace has multiple limit switches which stop the furnace once it senses high heat or insufficient air flow due to dirty filter or any other reasonAs per the contractor, none of the high heat or air flow switches were trigged (or popped)That means that there wasn’t enough high heat to pop (or open) the switches or to cause any damage to any part of the furnace including the control boardThis is the first line of protection provided in those Trane models against high heat or insufficient air flow I’m still convinced that the contractor’s diagnostics for the root cause of the control damage wasn’t correctThe control board failure is due to wear & tear and should be covered by the home warranty Sincerely, [redacted] ***

[redacted] , Thank you for giving Landmark this opportunity to address your concernsI apologize that Landmark has not met your expectation of service on this claimWe honestly do our best to provide every valued homeowner with a positive claim experience in a timely mannerAfter a careful review of your claim it has been determined that your claim is denied and will remain that wayIn comparing not only the diagnosis, but also the photos that were provided by the contractor of your unit, this is a lack of maintenance In you initial complaint you quote the contract in that we do cover for lack of maintenanceThat is correct we do cover for lack of maintenance when it precedes the effective date of the contract, as specifically outlined in our contractI appreciate that you have presented documentation of maintaining the unit prior to the effective date of the contractThis type of maintenance should be completed regularly to be sure the coils remain in proper working order Your feedback is important to LandmarkYour concern is not taken lightlyWe always stick to the contract and all covered items every timeWe follow the procedures with each of our homeowners to be equitable in every situationI am sorry that your claim did not go as expectedI do understand that it can be frustrating to have extra costs that you did not expectI know it can be frustrating when somehting is not listed as a covered item under the warrantyI understand that this has been inconvenient for youWe honestly do our best to take care of our homeowners Please do not hesitate to reach out to me directly should you have further questions or concerns Thank you, Candace P***

Hello [redacted] , I appreciate the opportunity to review your additional concerns regarding this service request I understand that we did not meet your expectation of serviceWe always stick to the contract and all covered items every timeWe follow the procedures with each of our homeowners to be equitable in every situationI understand that my associate Kylie B sent you an email this morningShe reviewed the denial and notified you that this issue remains a denialI do understand that it can be frustrating to have extra costs that you did not expectI know it can be frustrating when something is not listed as a covered item under the warrantyI understand that this has been inconvenient for youYour Home Inspection was thoroughly reviewed and the inspector determined that your unit needed servicing by a professional HVAC technicianWe have not received an invoice showing that the work was done before you opened the warranty with LandmarkBecause of this, the service request is being deniedUnder the warranty, this is a preexisting condition, which is not coveredI know you are disappointed, but we always operate within the parameters of the warrantyThe denial of this claims stands unless you can provide proof of repairs between the Home Inspection and the purchase of the WarrantyThank you, Elise N [redacted] | Online Reputation Manager | Landmark Home Warranty [redacted]

Mr [redacted] , Unfortunately, I cannot provide a refund without documentation of the work completedAs a viable business Landmark cannot just simply provide monetary compensation when a homeowner makes a requestI would be more than willing to assist you in a fair reimbursement but there is nothing more I can do without receipts of the parts purchasedThis is a very reasonable and understandable request Respectfully,Kristen B [redacted] Public Affairs Manager [redacted] @landmarkhw.com