Landmark Home Warranty, LLC

The contractor is scheduled for tomorrow to complete the repair. I understand that you are frustrated with how long this claim has been open. I don't disagree that this has taken longer the Landmark hoped. The reason that you were charged an additional fee, is because initially the contractor determined the lines needed to be blown. I understand that this did not resolve the problem. I am willing to refund the first service call fee on good faith that the contractor was not going to be able to get out to you in a timely fashion.You will see this credited back to the card in which it was taken. It could take 3-5 business days depending on your banking institution.  Should you still wish to cancel your warranty and determine if a refund is applicable, please reach out to [email protected]. They will be able to review your request for cancellation and determine if any refund is available via the contract terms.  Thank you,  Candace P[redacted]

Hello [redacted], I received your Revdex.com complaint regarding your water heater service. I apologize for the frustration caused by the decision of Landmark. I assure you that your complaint was not taken lightly. The issue has been thoroughly researched, and the findings are as follows; You have our Standard...

Contract for Idaho. The contractor’s diagnosis was the following: “Sediment build up in water heater, never been flushed, no maintenance.” Per the warranty: A.    SERVICE OVERVIEW   #2 - 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 (with exception of items marked with an “*”).  Any additional detached structures are not covered unless specified as an Option.      b) were properly installed and in good and safe working order on the Effective Date of this Contract.     c) have become inoperable due to normal usage after the Effective Date of this Contract.      d) are reported during the term of this Contract D. THIS CONTRACT DOES NOT COVER #2 - Failure to Clean or Maintain, Improper Previous or Attempted Repair, Routine Maintenance, Odors, Noises, Damage due to Pests or Pets, Neglect, Misuse, Abuse, Missing Parts, or Adjustments. #5 - You are responsible for providing Maintenance and cleaning on covered items as specified by the manufacturer to ensure continued coverage on such items.  For Example: heating and air conditioning systems require periodic cleaning and/or replacement filters and cleaning of evaporator and condenser coils. I understand that you are not pleased with the diagnosis. I am sorry about that. 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 did a brief search on the internet and found the following information that supports the issue of ‘lack of maintenance’ and may be of use to you in the future. http://www.pitzersonehour.com/blog/article/top-3-water-heater-flushing-questions...⇄ https://www.angieslist.com/articles/how-often-should-i-flush-my-water-heater.htm https://www.youtube.com/watch?v=6nZjHTX91ZQ http://www.familyhandyman.com/plumbing/water-heater/how-to-flush-a-water-heater/...⇄ http://www.aaaheatingandcoolinginc.com/often-flush-water-heater/ https://www.thisoldhouse.com/how-to/how-to-flush-water-heater http://www.wikihow.com/Flush-a-Water-Heater Again, I am sorry that were not able to complete you claim within the parameters of the warranty. 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 situation. Landmark seeks to always create a positive claim experience in a timely manner. 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** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Hi [redacted], I apologize for the frustration related to this claim. We do honestly try to provide a positive claim experience in a timely manner. I am very sorry that this was not the case here. You are a valued homeowner. I see that you repair was completed on 8/19/2016. If this is not the case, please...

contact me directly right away and I will find out what I can do to expedite the service. Please feel free to contact me at any time. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Dear Mr. [redacted],
Thank you for giving us this opportunity to
address your concerns. It is my understanding that you are requesting that
Landmark Home Warranty send an additional contractor to assess your toilet. Landmark
would be more than willing to assign a different contractor, but please...

be
aware that it will cost an additional $60 service fee.
On 2/10/2016 this claim was opened with the
following information provided:
“The
bathroom that is next to kitchen, the ceiling vent is dripping water from there
and home owner believes this is a plumbing issue; Home owner made it stop by
turning the water off but he needs it looked at.”
Landmark assigned an in-network contractor who visited the
home on 2/11/2016 and provided Landmark with the following professional
diagnosis:
“Completed, we found that
the home owner flooded their toilet. The water found a crack in the floor and
caused the sheet rock damage; Clogged his own toilet, the water found its way
downstairs and came out the light fixture. Not failure due to normal wear and
tear.”
The contractor did not inform Landmark that the toilet was
faulty and the claim was not opened due to toilet issues, but due to water
dripping from a ceiling vent. The contractor informed Landmark of why the water
was dripping and the claim was closed from there.
Please let us know if you would like Landmark to send a
second contractor for the cost of a $60 service fee and we would be more than
willing to get that arranged.
We look forward to hearing from you soon,
Kristen B[redacted]
Public Affairs Manager
[redacted]@landmarkhw.com

Complaint: [redacted]
I am rejecting this response because:- Landmark changed the reason for rejecting my claim to better fit them AFTER I talked to the contractor and with them. As they initially said my claim was denied because  it was IMPROPER USE! Since I knew it was not true they change it to SECONDARY DAMAGED. The contractor who came here claimed  it is NOT possible to say what cause the leaking and Landmark keeps giving excuses for not covering the claim.I've already upload the e-mail that they sent me with the first reason they gave me  (IMPROPER USE) BEFORE they changed the reason to better fit their purpose in denyingly the claim. As you can comprove, they changed the the reason AFTER denying to cover the expenses.
Sincerely,
[redacted]

[redacted],  Landmark does understand your frustration. We will stand by the contract in every aspect that is written. As stated previously, there were things that should have been covered but weren't. We do want to make that right for you. Your contract is specific in what we can and cannot cover for. I will outline the terms. Additionally, I will attache the warranty terms for you. You have our home systems coverage.  Section A. Service Overview2. LHW will repair or replace systems and appliances mentioned as covered that:    a. Are in proper working order on the effective date of this contract;    b. Have become inoperable due to normal usage after the effective date of this contract and are reported during the term of this contract    c. Are properly installed and located within the perimeter of the main foundation or detached garage, except those noted with an "*"4. LHW will determine, at its sole discretion, whether a covered system or appliance will be repaired or replaced. 5. LHW will haul away covered defective equipment during a covered replacement, limited to $100.00 per occurrence. 11. This contract covers only the items mentioned as covered and excludes all other and is subject to the limitations, exclusions and provisions sated in this contract.  Section D. This Contract Does Not Cover:7. Failure to provide timely service due to conditions beyond LHW's control, including but not limited to, part or equipment delays or labor difficulties. 11. Providing or closing access to covered items, except as noted under limits for plumbing, electrical, and ductwork. LHW is not responsible for additional charge to remove or install systems, appliances, or non-related equipment; not does LHW cover the cost of restoration of wall coverings, floor coverings, counter tops, etc. 12. Cost for cranes or other lifting equipment. 13. Cost relating to permits. 14. Performance of services involving hazardous or toxic materials, including but not limited to, asbestos, mold, lead paint, or sanitation of sewage spills; costs related to disposal of hazardous or toxic materials. 16. Cost of construction, carpentry, or other modifications made necessary by a covered repair or replacement, except as noted in A/C and Heating System.  I. Home Systems PlanCovered: All components and parts of the following air conditioning and heating systems: ducted electric central air conditioning systems; forced air, gas or electric central heating systems; air source heat pumps; all mechanical parts thereof, including but not limited to thermostats and leaks in accessible refrigerant lines. Refrigerant recovery, recapture and recharge limited to $20.00 per pound. Efficiency and Modifications: If LHW determines a covered air conditioning or heating unit must be replaced according to the terms of the contract, the equipment compatible with the inoperable unit is not available LHW will replace the inoperable unit with one that meets the current federal state, and or local government efficiency standards. During a covered repair or replacement of heating or air conditioning equipment, LHW includes modifications to the following items, as needed to complete the repair or replacement, limited to $500.00: Air handling transition; plenum; duct transition; flues; flex piping; refrigerant lines; drain pans and lines; and indoor electrical. EXCLUSIONS:.....structural modifications required in connection with any covered repair; inaccessible and or wall obstructed refrigerant lines; drain and condensate pans,...$1000 disconnect the old system and reconnect the new system $1125 additional materials to make new dransition (Landmark paid the labor to perform this, and this is the amount less the $500 Landmark covers)$320 evacuate relacim and dispose of refrigerant and permit. (This is not absorbed by Landmark, per the warranty terms. We do not dispose of toxic materials, additionally your warranty does not cover for permits)$275 disposal of old system (Your contract terms allow Landmark to cover up to $100.00 of this. Landmark will honor this request to cover up to $100.00 of the disposal, as stated in my previous response0$300 Crane fees (Your contract does not cover for cranes)$275 electrical disconnect and wiring and foam (This would only be replaced by Landmark if it was in failure. Since Landmark did not ask if it was in failure, we are willing to absorb this cost.) The total Landmark will cover is $375.00 as per the contract terms. I can send this in a check to you directly. Please respond to me with the address in which to send it, as well as the name to place on the check. The rest would be your responsibility.  Thank you, Customer Relations Managercp[redacted]@landmarkhw.com

[redacted],  Landmark appreciates you providing details of your experience and allowing us to review the claim in question. We understand that this has been frustrating. I am having an agent call you with Landmark's final offer. Once accepted the check will reach out within 10-14 business days....

Thank you,

Hello [redacted], I appreciate the additional opportunity to help clarify the service request resolution. I do understand the frustration. It is not pleasant to find out that there will be costs that are not covered by the warranty. The crux of the issue is the access that is required, and that it is the homeowner’s responsibility to provide access. Per the warranty: D. THIS CONTRACT DOES NOT COVER: #7 - ACCESS: LHW is not responsible for providing or closing access to covered items, except as noted under Limits for Plumbing and Ductwork. We 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.   On 7/29/2016 Landmark spoke with you regarding the access issue. The phone call was recorded and has been reviewed. A Claims Manager called to verify if you had reviewed the access issue and if you had made a decision regarding how you would like to proceed. You asked that the service request be closed at that time because you did not have the funds available to fix it. It was recommended that you call us as soon as you were able to proceed. It was also recommended that you contact your Home Insurance Company to assist with the water damage. The Home Insurance may have reasonably covered the flooding and access issues. Landmark does not work directly with Home Insurance Companies. At this time, we have received your request to arbitrate through the Revdex.com. Landmark has followed the contract and is happy to assist you once we are provided access as requested in July. Please contact the Claims Department directly at 1-866-306-2999 when you are ready to proceed with the repair. You are also welcome to contact Landmark at any time with questions or concerns. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Hi [redacted], I appreciate your patience while I looked into the issue of your complaint. Your concern has not been taken lightly. I have been working with the Operations Department to review all the facts of the complaint. I want to assure you that your claim was thoroughly reviewed. Landmark...

spoke with the contractor and verified his diagnosis. The issue is that R22 parts are no longer used, and to bring the unit up to code, Landmark replaced the part with a R410A condenser.   Landmark covered the outdoor unit as it was in failure. The unit that replaced yours was required for code and had to be a certain type of unit. Again, it was covered under your warranty. If the inside unit had also been in failure, it would have been repaired or replaced as well. The contractor stated that the indoor unit was not in failure and therefor, not covered under the warranty.   I understand that the most frustrating issue is the units are not compatible. It was not done as a means to require you to pay more, but an issue of code. We cannot put in an older unit that is comparable to the indoor unit per code. The indoor unit is not in failure, and therefor does not fall under the warranty as being covered for repair or replacement. I do see this issue from your point of view.   However, 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 do understand how frustrating it is to be in a hot home without a working A/C. I am glad you were able to find a portable unit and I have processed a reimbursement check for you. I have been able to work with you in that regard as a customer care specialist.   I cannot authorize the replacement of your indoor unit. I have taken the issue to claims management. They reviewed the issue and let me know it is still a denial. Per the contract:   EFFICIENCY & MODIFICATIONS: If LHW determines a covered air conditioning or heating unit must be replaced according to the terms of the Contract, and equipment compatible with the inoperable unit is not available, LHW will replace the inoperable unit with one that meets the current federal, state, and/or local government efficiency standards. During a covered repair or replacement of heating or air conditioning equipment, LHW includes modifications to the following items, as needed to complete the repair or replacement, limited to $500.00: air handling transition; plenum; duct transition; flues; flex piping; refrigerant lines; drain pans and lines; and indoor electrical. EXCLUSIONS: Water source heat pumps; boiler and radiant heat systems Per you current contract, landmark can only cover for the unit that is in actual failure. In your case this was only the outdoor condenser.  It was verified with the contractor that the indoor unit was in working order. 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 frustrating and inconvenient for you. We honestly do our best to take care of our valued homeowners. I know that this was not the response that you expected. Again, I assure you that the complaint was reviewed and it is unfortunately still a denial. I apologize for the understandable frustration with this claim. You are welcome to contact me if you have any further questions or concerns. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [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]

Ms. [redacted], I appreciate that you are not pleased with the outcome of your claim. I have previously posted the contract, and I have explained why your cracked filter grid is considered a disposable filter medium. Per the contract there are specific filters that are covered because only a professional repairman can change them or fix them. A grid filter is in fact something that the homeowner is responsible for cleaning and maintaining. The following is a link to a blog from a Pool Supplies dealer: http://www.lesliespool.com/blog/how-to-clean-your-de-filter/ A direct quote says, “The function of the grids is to hold the DE. They act as a screen to capture dirt, debris and other particles. The amount of grids, shape and style vary by Manufacturer.” This information is in direct accordance with the email you sent me this morning where you copied and pasted the word “filter medium” with its meaning. There is really no other way to explain why the filter grids are considered a disposable medium. Another link that may help you understand can be found at: http://www.inyopools.com/HowToPage/how_to_replace_de_filter_grids.aspx The post written by [redacted] states: The most effective type of pool filter is Diatomaceous Earth, or D.E. Filter. It works by sifting our pool water through its series of grids inside the tank. The grids filtering element is the layer of D.E. powder. If running your filter system and you notice this powder is in your pool then you may have a torn grid or multiple torn grids. If this is the case, follow this "How to", step by step, to get your filter back up and running. Periodically you have to clean the debris and contaminants out of your Hayward DE Filter. This process can be done at three levels: 1- by backwashing the filter; 2- by extracting and cleaning the grid assembly; or 3- by extracting and cleaning each grid in the assembly. For more information on Backwashing, see our guide on "How To Backwash a Hayward DE Filter". For a more thorough cleaning, you can extract and clean the grid assembly.  This guide discusses the procedure for this second level of cleaning the grid assembly. For the most thorough cleaning, you can pull the Grid Assembly and take it apart to wash down each Grid individually. This third level of cleaning is generally done once a year at the end of the season. For more information, see our guide on "How to Remove and Clean Hayward DE Filter Grids". Another site is: http://blog.poolcenter.com/article.aspx?articleid=6264 This blog has the best step by step information for anyone to replace their own filter grids. In fact the blogger says, “Replacing your DE grids is not heavy labor, any homeowner can do it.” The site below has more information and states the following, “DE swimming pool filter systems are the most effective pool filtration available, but on the downside, they also require the highest level of maintenance.” http://www.clean-pool-and-spa.com/DE-Pool-Filters.html Ms. [redacted], there are multiple sites on the internet that refer to the filter grid as a disposable/ replaceable filter. There are “how to” videos and an array of places you can order the filters. Here is an example of one site that you can order from: http://www.a1poolparts.com/equipment/filters/replacement-grids.html?gclid=Cj0KEQ...⇄ The bottom line is that your cracked filter grid is a disposable/replaceable part. It is not covered under the warranty per the section below: SWIMMING POOL - SPA - HOT TUB - PORTABLE SPA EQUIPMENT*.................$150 COVERED: Above ground and accessible working parts and components of heating and filtration system, as follows: Heater, Pump, Motor Filter, Filter Timer, Gaskets, Blower, Timer, Back Flush Valve, Pool Sweep Motor and Pump, Above ground Plumbing Pipes and Wiring. EXCLUSIONS: Pool Sweep, Jets, Ornamental Fountains, Lights, Skimmers, Pool Liner, Pool Cover and Related Equipment, Fill Line, Fill Valve, Control Panel, Control Switches, Computerized Control Boards and Related Equipment, Cleaning or Maintenance of equipment such as, but not limited to, Chlorinators, Ionizers, and the like, Fuel Storage Tanks, Built-in or Detachable Cleaning Equipment including Pop-up Heads, Turbo Valves, Creepy Crawlers and the like, Disposable Filtration Mediums, Heat Pump, Solar Plumbing or Heating Equipment, Valve Actuator Motor salt cell and salt water chlorinator. The contract is saying clearly that under exclusions, Landmark does NOT cover for: Cleaning or Maintenance of equipment such as, but not limited to – Disposable filtration mediums. I do understand that you are frustrated because you expected that the filter grid would be a covered item. It is not. I am sorry that I cannot do more to address your issue. I hope the websites will be helpful to you in this instance. Best Wishes, Elise N[redacted]

Hello [redacted], I am sorry to hear that Landmark was not able to meet your expectation on this claim. We always seek to provide a positive service experience. I see that you opened 2 service requests for electrical issues within 30 days. While they were not for the same issue, they were within...

the same trade. For this reason, I will be reimbursing you for the $60 SCF. The check will process on Thursday 10/6, and you can expect to receive it within 4 to 10 days. Additionally, if you can provide me with the Home Inspection on your recent home purchase, I can submit the repairs for another review. Please don’t hesitate to contact me directly with any additional questions or concerns. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Hello [redacted], I apologize for the delayed response on this Revdex.com complaint. I wanted to be to research this issue so that I could respond appropriately. I understand that you feel Landmark should be covering your A/C repair, per the warranty contract. You opened the service request the day...

after you closed on the home. The time frame alone, indicates a pre-existing condition. I understand that you provided receipts from the original homeowner. None of the receipts show that the maintenance and water issues were addressed. The home inspection report does indicate that there are pre-existing issues with the unit as well. It is my understanding that in a real estate transaction, the homeowner must disclose any issues regarding the home. I am very sorry that this was not the case in the purchase of your home. You may have some recourse in addressing this with the previous homeowner and their realtor. Your service request remains a denial. We have photos of extensive rust around the motor. The invoices provided from the original homeowner indicate there has been a continuing problem with the drain line. Each time maintenance was completed, the main drain line had to be cleared. This also supports the preexisting condition criteria. I understand that your expectation has not been met. I apologize for any disappointment in your service. We always follow the contract so we may be equitable to every valued homeowner. Thank you, Elise N** | Online Reputation Manager | Landmark Home Warranty [redacted]

Complaint: [redacted]
I am rejecting this response because:I completed maintenance of the HVAC system within the required timeframe as stated by the manufacturer of the unit.  Additionally, Landmark only pays for one pre-season tune up a year for the AC portion of the system.  This suggests that Landmark HW believes this is an adequate number of servicing of the equipment per year.  As I had the system maintained within the timeframe stated by the manufacturer and within the timeframe implied by Landmark HW through its contract, I dispute the denial of the claim, and Landmark HW is not abiding by the contract agreed to by both parties.  In addition, I find it doubtful that the HVAC system could accumulate enough debris within the period from when I last had the system serviced and when the claim was denied.  From the information provided I see two outcomes, firstly, I had the system maintained within the necessary timeline, and my AC system failed due to a covered cause of loss.  Or secondly, the system failed due to lack of maintenance prior to the inception of the policy, and was not identified by the HVAC technician because it was not clearly visible and the system passed a mechanical test, as defined by the warranty agreement.I dispute LHW's determination, and LHW broke the contract that we agreed upon.  If I do not receive resolution, I will be filing a complaint with the Texas Attorney General for deceptive trade practices, file a complaint with the Texas Real Estate Commission, and pursue this issue in small claims court, which is a right afforded me by the American Arbitration Association, the association which oversees the arbitration process as declared in LHW's warranty agreement.Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Hello [redacted], Please accept my sincere apology for typing your name incorrectly. I know that this added to your frustration with your Landmark experience. I am so sorry. I had a Claims Manger review your complaint. The initial service request covered the replacement of the cartridge. The contractor verified that the repair for this SR had been completed. We then cancelled your warranty per your request. Once the warranty is cancelled, all repairs are void at that point. Unfortunately, because the warranty has been cancelled, there is nothing further Landmark can do for your repairs. I understand that this claim did not meet your expectation of service. I apologize that we did not provide the service you desired. We do value our homeowners and always seek to provide a positive claims experience within the parameters of the warranty contract. You are very welcome to reach out to me directly with any additional questions or concerns. 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. Landmark refunded the $60 service fee from the initial issue and upon further conversation sent another contractor out and waived the fee for that service. Thank you for resolving everything.
Sincerely,
[redacted]

Dear Ms. A[redacted],
Thank you for giving us this opportunity to address
your concerns. It is my understanding that you are requesting that Landmark
Home Warranty back date your enrollment of coverage and eliminate the
additional waiting period. Landmark is honoring this request. At this point...

in time
your coverage is being considered effective as of 07/01/2015 and the payment
for July has been waived, as a courtesy, due to the situation. We apologize for
the error that occurred and look forward to serving your home warranty needs.
Thank you,
Kristen B[redacted]
Public Affairs
[redacted]@landmarkhw.com

Complaint: [redacted]
I am rejecting this response because: while we have received the oven, and appreciate it, we have yet to receive the check to cover the installaction. 
Sincerely,
[redacted]

Hello [redacted], Please accept my sincere apology for the frustrating issue regarding your faucet. I appreciate you for providing Landmark Home Warranty with this important feedback. This was brought to the attention of our Claims Management Department. Thank you for working with Debbie and allowing her...

to assist you.  It is my understanding that this situation was address and that you are now satisfied with your service experience. We always do all we can to ensure that our valued homeowners are taken care of within the warranty. Your feedback is very important to Landmark Home Warranty and is never taken lightly.  We would always like to be able to provide a reasonable and appropriate solution. Thank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com