Landmark Home Warranty, LLC

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]

Under the warranty drain pans are a listed exclusion. The only time we cover for a secondary drain pan is if we’re converting the entire unit and the current secondary drain pan they have is in failure. I have listed the section of the contractor below.AIR CONDITIONING AND HEATING SYSTEMEXCLUSIONS: Water source heat pumps; boiler and radiant heat systems; wall units; window units; water evaporative coolers; portable units; chiller systems and chiller components; solar heating; oil or diesel heating systems; units in excess of 5-ton capacity; fireplaces of any kind (even if main source of heat) and key valves; wood, pellet, or gas stoves; humidifiers; filters; electronic air cleaners; computerized HVAC management systems or zone controllers; flues and vents; roof jacks or stands; condenser casings; deionizers; registers; grills; pre-coolers; leak detection tests; structural modifications required in connection with any covered repair; inaccessible and/or wall obstructed refrigerant lines; drain and condensate pans, except as noted in “Efficiency and Modifications”; failure or inadequacy caused by system operation outside of manufacturer specifications.We do not cover for the secondary man labor because it is considered access which we don’t cover for. The contract lists that we don’t cover for any additional charges to remove or install systems. I have included that section of the contract below.THIS CONTRACT DOES NOT COVER#11 “Providing or closing access to covered items, except as noted under limits for plumbing, electrical, and ductwork. LHW is not responsible for additional charges to remove or install systems, appliances, or non-related equipment; nor does LHW cover the cost of restoration of wall coverings, floor coverings, countertops, etc.”In this situation we wouldn’t cover for the float switch because they did not have an existing float switch and we do not cover for missing parts. I have included that section of the contract below.THIS CONTRACT DOES NOT COVER#1 “Repairs or replacement required as a result of fire, freeze, flood, or other acts of God; accidents; vandalism; neglect; misuse; abuse; missing parts; cosmetic defects; design flaws; manufacturer defects; structural defects; power failure; shortage; surge or overload; inadequate capacity; or damages due to pests or pets.”

Roman";color:#333333;mso-ansi-language:EN" lang="EN">Dear
Mr. D[redacted],
Thank
you for giving us this opportunity to address your concerns. It is my
understanding that you are requesting that Landmark Home Warranty provide
coverage of reconstructing your cabinetry so that a double oven will fit in
your kitchen. Please allow me to explain why Landmark cannot fulfill that
request.
Home
warranty coverage is limited to replacement of the systems and appliances of
the home and does not include cabinetry modifications, carpentry or
construction.  As stated in our contract:
“REPAIR/ REPLACEMENT/ UPGRADING: We are not responsible
for the cost of construction, carpentry, or other modifications made necessary
by existing or installing different equipment.”
We
are happy to assist in situations where customers
desire to upgrade their appliances. When you asked for a double oven, it was
assumed that you had room for it. I understand that the customer service
representative did not mention the cabinetry exclusion to you, but they had no
way of knowing the specific construction of your kitchen or the layout of your
cabinets. That being said, we are bound by the guidelines of our contract and
cannot include construction items that are simply not covered.
I
hope this helped explain why Landmark cannot cover the cabinetry costs. If you
are still wanting to move forward with the replacement of the appliances
Landmark will cover the cost of the contractors returning to the home, once the
cabinets have been reconstructed, as long as the decision is made within 30
days. Please let us know if you would like the replacement completed at your
earliest convenience as we are eager to complete this service for you.
Thank
you,
Kristen
B[redacted]
Public Affairs
[redacted]@landmarkhw.com

Hi [redacted], I received this Revdex.com and thoroughly researched your issue. I do apologize for your frustration. I reviewed our notes and files regarding your contract. I understand that you feel you were not sent the correct information regarding your contract. I would like to notate that the following...

documents were emailed to: [redacted] and [redacted] On 10/14/2015 the following were sent: Online order certificate, file info, and online order invoice letter. On 10/19/2016 the following were sent: Welcome letter email, and welcome pdf doc. Per the contract, the following guidelines must be followed: C. TO REQUEST SERVICE: 1) We are available to accept service calls 24 hours a day, 365 days a year.   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.   5) 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 / Diagnostic Fee. Additional fee may be required to open a Service Request for properties out of network. Remote service areas may be discovered by calling 866.306.2999. 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. We cannot respond to a new Request of Service until all previous Service Call Fees are paid. Failure to pay the Service Call Fee will result in suspension of Coverage until such time as the proper fee is paid. At that time, Coverage will be reinstated, but the contract period will not be extended. Service work is guaranteed for 30-days.   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.   7) It is the Contract Holder’s responsibility to have the Area of Service Work free and clear of non-related items for the Independent Contractor. In the event the area is not accessible the contractor will return at a later date and the Contract Holder will be responsible for an additional Service Call Fee.   [redacted], for the reasons above you were denied reimbursement. I understand the frustration. However, we always follow the contract to be equitable to all of our homeowners.   We did not take your feedback lightly. We always seek to provide a positive service experience in a timely manner. We maintain all services within the parameters of the warranty.   Should you have additional questions or concerns, please feel free to reach out to me directly.   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.
I apologize for not correctly reading the previous email. May I suggest, as with many problems in general, that better communication would have made this situation much more manageable.  Once it became clear that this issue was going beyond the norm, if someone at Landmark would have taken ownership of it and proactively followed up and communicated I would  not have ended up  as frustrated as I became.
Sincerely,
[redacted]

[redacted],  Thank you so much for bringing your experience to our attention. You are a valued homeowner and I do believe there is something we can do to assist. I will have this researched immediately to come to resolution. You will be hearing from our team shortly with a response to your complaint....

Please do not hesitate to contact me directly.  Candace P[redacted] | cp[redacted]@landmarkhw.com |

Hello [redacted], Thank you for providing additional information regarding your service request. I apologize if you felt my information was dated and incorrect. There are of course 2 sides to every story and I use our system notes for my review. I do appreciate your side of the story. I would like to address the desired settlement as stated in your Revdex.com complaint.             “My desired outcome is to have a compensation from landmark for such a horrible choice of contractor which they should not have used. Compensation covering the cost of the current cost of repairing the AC. It is a huge risk for me to spend 2k to fix this issue. The technician did not identify a leak on the pipe coz the pipe is inside the walls. He can only assume this because there is no other leak in the unit. I need a monetary compensation from landmark for the hell I have been put through with Sunrise, the threats, the putting down, and humiliation, the rudeness, and the blame I had to endure.” The first contractor was called and his statements were reviewed. Your feelings regarding the service he provided are of course important. Your experience has been shared with the Contractor Relations Department. Your concerns will be reviewed and addressed with the contractor. At this time, I will be refunding the service call fee you had to pay directly to the contractor. I will process the $60 service call fee today and the check will be mailed tomorrow. You can expect to receive it within 4 to 10 days. In regards to the current repair concerns, Landmark will follow the warranty contract and provide coverage as stated in the warranty. Per the warranty: AIR CONDITIONER/COOLER* COVERED: Electric Central Air Conditioning including Condensers, Evaporative Coils, Compressors, air handler, leaks in   accessible Freon Lines, Electric Wall Air Conditioning, Water Evaporative Coolers, and thermostat. NOTE: Coverage available on Cooling Systems with capacity not exceeding five (5) tons per unit (unlimited units covered). R-410A MODIFICATIONS: If LHW determines that Air Conditioning unit must be replaced, we will replace the unit with a unit that meets the current Federal, State and/or Local Government efficiency standards and replace necessary covered components, including Air Handling Transition, Evaporator Coil, Refrigerant Lines, Secondary Drain Pan and Line, Plenum, Duct Transition and Indoor Electrical. If R22 parts or systems are no longer available, LHW will repair or replace the failed component with R410A equipment and cover the cost of modifications necessary to maintain compatibility. EXCLUSIONS: Gas Units, Filters, Dampers, Maintenance, Cleaning, Noise, Condenser Housing, Pads, Water Towers, Water Trays or Drip Pans of any kind, Roof Jacks & Stands, Improperly Sized Systems or Systems with Mismatched Capacity per Manufacturer’s Specifications, Inaccessible or Not Visible Coil Lines, Zone Control Systems, Chillers, Pre-Coolers, Freon Recapture/ Recovery or Recharge.   Finally, I am sincerely sorry that you feel you were mistreated by Landmark and the contractor. 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. Your feedback is important to Landmark Home Warranty and has not been taken lightly. This situation is not a common occurrence and we will be sure to address this with management to make sure it doesn’t not happen again. 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. I know it can be frustrating when something is not listed as a covered item under the warranty. Ms. [redacted], we honestly do our best to take of our valued homeowners. Your business is important to us. The only compensation I can offer is the return of the $60 service call fee. We follow the same procedures with each of our homeowners. We follow the guidelines of the contract as to be equitable to all of our homeowners. Again, I apologize for this very frustrating experience. Please feel free to reach out to me directly if you have any additional questions or concerns. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Complaint: [redacted]
I am rejecting this response because:We understand that the unit was not properly maintained before we bought the house, but that is not our problem. Again, we made every effort to properly maintain the furnace once we purchased the home. You stated that "The invoice indicates the work was done after the purchase of the warranty." The alternative is that we would have paid to service it before we bought the house -- why would we do that? I'm sure that's very uncommon. Furthermore, you state that "The warranty does not cover for preexisting conditions" but as I've now stated multiple times, you do cover for unknown pre-existing conditions, according to your web site. We made every effort to ensure the furnace was working, only after we moved in did we learn that the heat exchanger was cracked. Please explain to me why this unknown pre-existing condition is not covered when your web site says it you cover such problems.  Sincerely,
[redacted]

Hello [redacted], Thank you for giving Landmark this opportunity to address your concerns. 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 received your...

complaint and will research what occurred during this situation right away. If you could please reach out to myself directly at en**@landmarkhw.com I would like the opportunity to acquire more information and provide an appropriate resolution. Your feedback is important to Landmark Home Warranty and we do not take this lightly. I look forward to hearing from you soon. Thank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Hello [redacted] and [redacted], First and foremost, we want to let you know how much we appreciate you as a customer. Our goal is to provide you, the customer, with the best home warranty experience. In order for us to maintain that experience for every customer we must stay within the guidelines of the given service contract. With that being said, we are unable to offer reimbursement for the replacement you had completed outside the warranty as this is explicitly excluded in the wording of the warranty contract unless given prior authorization. We did present you with different options to work through the warranty on June 16th. We advised you could (option 1) replace the compressor for your unit with an out of pocket cost of $1,120.00 for 14 pounds of R22 Freon, or (option 2) we offered to replace the condensing unit with R410a with an out of pocket cost of $1046.00 for the indoor unit replacement to R410a as the outdoor would no longer be compatible. As explained before, Landmark will only repair/ replace the unit which is in failure. When you declined both of the options presented, we offered (option 3) a cash-in-lieu of what Landmark was responsible for under your contract terms. The cash-in-lieu offer was for $940.00, which included Landmark’s cost of the condensing unit and labor for installation. During the last phone conversation we had, we were advised that you would review the three options that we presented you with your husband and contact us with how you wanted to move forward. This conversation was on June 16th. We contacted you to follow up on your decision multiple times by both emails and phone calls, but we did not hear back from you until the email you sent seeking reimbursement for work completed outside the warranty. Under your contract terms, Landmark does not reimburse for any work completed outside of our warranty unless pre-approved. I have referenced the contract section below, if you would like to review. At this time, we will not reimburse for your full costs, but we will stand by our cash-in-lieu offer. With your approval, I can process a check for the cash-in-lieu amount of $940. Please respond with your preferred mailing address and the name you would like on the check, and I will process this for you right away. I understand this claim did cause frustration and discomfort for you and your family. There was a lack of communication with the first contractor, Schmidt’s, that was dispatched to your home. Our Contractor Relations department has been notified of the issues that this has caused and is actively working towards a remedy with that contractor. The sooner we can get your confirmed information to be able to process the cash-in-lieu check, the sooner we can get that mailed out to you. Please let us know if you have any questions, or if there is anything else we may assist you with. C. TO REQUEST SERVICE 13. In some instances, LHW may offer you the option of finding your own contractor to provide diagnosis and possible subsequent repair. In this instance, your contractor must provide a diagnosis and itemized bid to LHW before any work is performed. LHW will not reimburse you for services performed by your own contractor without prior authorization Kind regards,  Candace P[redacted]

Complaint: [redacted]
I am rejecting this response because: How do you determine functional failure? If the hot water heater produces ANY hot water it is not compromised? Absolutely I did not renew my coverage! What coverage?
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]

Mr. [redacted], I have received your complaint on the Revdex.com site. I can appreciate that you are very frustrated by the denial of your claim. I would like to review the issue so that it is clear as to why you were denied. I understand that the initial service request came in regarding a “dead display...

panel”. The dishwasher is not working at all. Landmark assigned a contractor who did service you on 5/4/2016. The contractor then called into Landmark stating: “Wire nut for power melted, shorting control board (part# [redacted])”. I would like to quickly point out a few parts of the warranty that are applicable to this service request. 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. #5 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, except for where noted in SUBTERRENEAN TERMITE TREATMENT. In remote service areas an additional $40 fee will apply at time of service. Remote service areas can be discovered by phone at ###-###-####, or online at www.landmarkhw.com/servicearea. 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. We cannot respond to a new Request of Service until all previous Service Call Fees are paid. Failure to pay the Service Call Fee will result in suspension of Coverage until such time as the proper fee is paid. At that time, Coverage will be reinstated, but the contract period will not be extended. Service work is guaranteed for 30-days. #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. The contractors that are hired by Landmark are independent contractors. They become the eyes and ears of Landmark. We review the diagnosis of the claim and make sure we follow the warranty for the service request. The issue was reviewed and found to be secondary damage. I understand that you were very frustrated by this. The denial was again reviewed to make sure it was not something that we should cover under your warranty. The contractor was contacted and asked to further explain the diagnosis. In an email, the contractor further explained: “The cause of wire nuts melting is from loose connection, wires inside arcing when power comes from outlet. Loose connection draws more amperage causing arcing/shorting. As to why it has not been an issue for the past 16+ years is anybody's guess. No, the control board could not have shorted the wire nut, the power comes from the outlet, through the cord, to the wire nut connection to the board.” Again, this was found to be secondary damage from the outlet that the unit plugs into. Not the unit itself. Per the warranty: D. THIS CONTRACT DOES NOT COVER: #1 Repairs or replacement required as a result of Fire, Freeze, Flood or other Acts of God, Accidents, Vandalism, Improper Installation, Cosmetic Defects, Design Flaws, Manufacturers’ Defects, Structural Defects, Power Failure, Shortage, Surge or Overload, and Inadequate Capacity. #3 LHW is not responsible for Consequential or Secondary Damage (including Consequential Damages due to a Service Contractor’s conventional repair efforts of the primary item) nor for failure to provide timely service due to conditions beyond our control; including but not limited to, part or equipment delays or labor difficulties. Again, because we hire independent contractors, we rely solely on their diagnosis. The contractor was confident that the issue with the display panel was directly related to the outlet the unit is plugged into. I do see that a Manager called on the part to see if it fell under your manufacturer’s warranty. Unfortunately, it did not due to the age of the unit. 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. 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. 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. Best wishes, Elise N** | Senior Reputation Specialist | Landmark Home Warranty [redacted]

[redacted],  I am sorry that you do not feel it is repaired. This is a common repair for compressors within the HVAC trade. Landmark remains within the contract terms and this will remain closed until further indication of failure.  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. I understand that you have to abide by your guidelines but I do not appreciate how landmark home warranty handled this issue. The miscommunication between your licensed technician and warranty approval department was highly unprofessional. This mistake cost me well more than the $250 your company is trying to satisfy me with. I am very dissatisfied with this amount and am well deserving of more for this inconvenience and the distress you have caused my family and I. We have had to suffer in extreme temperatures due to this mistake and  procrastination from landmark. It would be greatly appreciated if your company could understand their mistake and offer me a higher amount of settlement or replace the unit, which was approved with the original diagnosis.
Sincerely,
[redacted]

Ms. [redacted]. Thank you for giving Landmark the opportunity to address you concerns. We appreciate your honest feedback. We do not take homeowner concerns lightly. I have been researching you issue and according to the system notes, it looks like a contractor was able to see you on Saturday. The...

contractor has not yet called in the diagnosis so we have been following up on him as well. I see that Debbie B** has been trying to reach you and has left a voice mail message. She is checking to make sure that you were serviced and that the repair met your expectations. I apologize that this claim was not handled well. Here at Landmark we honestly do try our best, sometimes our best fails, as in this case. I would like to help in any way that I can. If you are seeking a different or additional resolution please let me know by contacting me directly. We do appreciate our homeowners and seek to provide a positive outcome in a timely manner. Regards, Elise N** | Senior Reputation Specialist | Landmark Home Warranty [redacted]

Hi [redacted], I am sorry to hear that your service request on your water heater has not met your expectation of service. We honestly do our best to provide a positive claim experience for each of our valued homeowners. I have researched your Revdex.com complaint regarding the weekend service you felt was...

lacking. I understand that you are frustrated and I want to assure you that you will be taken care of right away. The system indicates that NB Plumbing accepted the dispatch ticket and will contact you shortly. I would like to reference the warranty to clarify why your service request was handled the way it was. Per the warranty: C. TO REQUEST SERVICE #1 - We are available to accept service calls 24 hours a day, 365 days a year.                         Your request was entered and assigned when you called in on Saturday. #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.             Your request was not placed on a business day and was not expedited as it was not deemed an emergency.   #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.   Again, your service request did not fall under an emergency service. The service request stated that the water heater was working and that the noise it was making was concerning to you.   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.   The claims manager did let you know that Landmark does not cover for noise, but that a contractor would be assigned to diagnose the issue.   I want to assure you that your feedback is important to Landmark. Your concern has not been taken lightly. We always stick to the contract and all covered items every time. We follow the procedures with each of our homeowners to be equitable in every 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 and the assigned contractor will contact you for an appointment today.   I assure you that we honestly do our best to take care of our homeowners. Please feel free to contact me directly should you have additional questions or concerns. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Complaint: [redacted]
I am rejecting this response because: it is the same response they submitted the first time.  
Sincerely,
[redacted]

[redacted],  After reviewing your claim for the plumbing, I see that the water heater is due for replacement. As early as this morning, the contractor is attempting to make contact with you to do the install. Please reach out to them directly to schedule an appointment.  The electrical claim...

has also been resolved with a cash in lieu for the repairs.  As both claims have been resolved according the the terms of the warranty, we will close these claims.

Dear Ms.
[redacted],
Thank you
for giving us this opportunity to address your concerns. It is my understanding
that you are requesting that Landmark Home Warranty provide the needed repair
for your refrigerator without any additional fees. As of February 2, 2016 that
request was honored.
It...

is my
understanding that on the last visit the contractor replaced the evaporative
fan motor and that the refrigerator was operational. We do apologize about any
delays experienced and we have addressed this situation with the contractor
involved. If you continue to need assistance with the refrigerator please do
not hesitate to contact myself directly.
Thank you,
Kristen B[redacted]
Public Affairs Manager
[redacted]@landmarkhw.com