Landmark Home Warranty, LLC

[redacted],  I appreciate you bringing this to Landmark's attention. We appreciate the feedback you have provided. A review of your service request and contract have been completed in an attempt to understand your frustration. Landmark remains by the contract in every situation so as to be equitable to all homeowners. We understand that you were put in a difficult situation. my intentions are to truly provide a resolution for this situation. After speaking to my executive team and presenting your case, Landmark agrees to reimburse you, at our cost for the water heater and labor. The amount reflects our contracted rates and not necessarily retail cost. The amount Landmark is willing to provide is $390.00.This is a benevolent decision, as it is not customary for Landmark to reimburse, without prior authorization.  With that being said, feel free to contact me with the name and address in which to send the check. This offer is final and not negotiable.  Thank you, Candace P[redacted] cp[redacted]@landmarkhw.comOnline Reputation Manager

Ms. [redacted], I would like to sincerely apologize for your service experience. I am happy to research this claim and work toward a positive resolution. You are a valued homeowner and we do strive to provide a positive service experience in a timely manner. I am so sorry that this was not the case for...

you. If you would please send your invoices/receipts I will have them reviewed immediately. You can send them to my email listed below. You are also very welcome to contact me with any additional questions or concerns. I will be refunding your $60.00 service call fee. It will be processed today and mailed out on Tuesday the 26th, You can expect it within 10 business days from that point. Thank you, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Hello [redacted], I am very sorry to hear about this situation regarding your plumbing issue. This will be reviewed immediately and you will be contacted right away. I sincerely apologize for the delay. Best, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Complaint: [redacted]
I am rejecting this response because:Landmark owns the relationship with their contractor, not me.  The contract is between myself and Landmark.  Landmark in turn is contracted with the contractor that they chose. I don't accept the fact that they are not responsible for their contractor's actions (negligence) as it pertains to such repairs.I will take this up in small claims court and will cite (sue) both Landmark and their contractor in such case.  Thank you.
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,
James C[redacted]

Hi [redacted], I would like to apologize on behalf of Landmark for your very frustrating service experience. In researching your service request I did find some concerns with the initial contractor we sent out as well as the time it took the repairs to be completed. I would like to review your receipts...

for window units and see what I can do to help. Would you please send a copy of the receipt (s) directly to me? I am happy to work directly with you to find a positive resolution. Thank you for your patience. I assure you that we do value you as a Landmark homeowner. I look forward to hearing from you soon. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Dear Ms. W[redacted],
Thank you for giving us this opportunity to address your
concerns. It is my understanding that you are requesting an apology from
Landmark ownership and that you’d like to know what proactive steps Landmark is
taking to ensure that we improve our services. Please allow me to...

explain what
occurred and what corrective actions have been taken.
The first claim was opened on 5/31/2015 and Landmark
immediately assigned the first HVAC contractor involved. This contractor visited
the home on 6/1/2015 and found a leak in the AC system, specifically in the
brazed weld, which was sealed and 9 lbs of Freon was added. On 6/2/2015 a
recall was requested and the first contractor visited the home again on
6/4/2015 and found that an outdoor capacitor had stopped working. The part was
ordered and the repair was completed on 6/5/2015.
On 6/17/2015 Landmark was informed that one, of the two, AC
units for the home had quit working and dispatched the first contractor to the
home the same day the call was received. Landmark received a call on 6/19/2015
inquiring about the status of the claim and it is true that Landmark had not
heard from the first contractor at that point in time.
Once Landmark contacted the first contractor we were
informed that they had been attempting to find the part, a control board, with
no success and that a new unit needed to be provided, which Landmark approved.
The very same day, Landmark was informed that the first contractor could not
make it to the home for five days to provide the replacement so the claim was
reassigned to a second HVAC contractor that could complete the replacement the
very next day.
Landmark acknowledges that there was some confusion on the
second contractor’s behalf for which we are sorry. The situation was clearly
not explained to the party that made the phone call for scheduling. They were
unaware that their management had agreed to take the job as a special
circumstance and when they saw that they had an HVAC replacement on a busy day
they attempted their normal practice of schedule changing. Landmark assisted in
clarifying the urgency of the situation and the appointment was kept and the
replacement was provided.
Landmark is also extending an official apology to you for
the two-day delay caused by the first contractor’s attempt to locate the
control board. It is true that they should have contacted Landmark as soon as
they had the diagnosis and together both companies could have searched for the
part and come to the conclusion of replacement much sooner. This has been
addressed with the contractor and Landmark Management has reiterated our
service expectations to them. We are currently working out a solution that will
not take time from their technicians working in the field but will also ensure
that Landmark customers are taken care of in an efficient and timely manner.
Landmark Management has also addressed the situation with
our Contractor Relations Manager located in Texas. She has apologized for the
situation and never intended to cause any dissatisfaction. Her understanding
was that there was some grievance towards the second HVAC contractor, who had
not been previously involved, for their misunderstanding of the urgency of the situation
and she was attempting mediation. She merely meant to ask if rescheduling would
be okay and did explain, correctly, that the situation was not classified as an
emergency, which is defined as either a heat advisory warning given by the
state or temperatures, inside the home, over 100 degrees for 24 consecutive
hours. Landmark understands that these are not comfortable conditions to be in
and that is why we continuously worked to provide as quick of a solution as
possible.
I hope this helped explain what occurred. Landmark is truly
sorry for the frustration experienced and we hope that you will accept our
formal, and sincere, apology. The situation has been thoroughly addressed with
all parties involved and Landmark is hopeful that the changes implemented will
prevent an occurrence like this from happening again. Please let me know if
there is anything else I may assist you with.
Thank you,
Kristen B[redacted]
Public Affairs
[redacted]@landmarkhw.com

Complaint: [redacted]
I am rejecting this response because:This does not change what was promised to me on the phone when you took my payment. It is clear from our phone call what was to happen and after you took my payment this changed and now you are refusing to do what was promiced.
Sincerely,
Travis D[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]

Complaint: [redacted]
I am rejecting this response because:The issue is regarding the subsequent repair request that was made and the problems that were encountered  I have had to have the repair now done outside of the Home Warranty  additionally, Regis has never called back to follow up with the repair.
Sincerely,
[redacted]

[redacted], I understand that you have an expectation of service that has not been met. Unfortunately, your expectation is not covered under your warranty. Your exhaust booster fan is an accessory of the dryer and not required for mechanical function. The booster fan, helps dry the clothes faster, but is not essential to the functioning of the unit. I have clarified coverage with you twice, and I cannot offer another answer for you. We always follow the contract and only operate within the parameters of the warranty contract. In addition, your warranty states: A.     SERVICE OVERVIEW #11 - This Contract covers only the items mentioned as covered and excludes all others. ·         The exhaust booster fan is not a listed covered item, nor is it required for the function of the unit. It is an accessory. Please review the following links for clarification.             http://tjernlund.com/dryer_booster.htm http://tjernlund.com/Tjernlund_Clothes_Dryer_Duct_Booster_Reference_Guide_850030...⇄ http://www.iaqsource.com/article.php/what-is-a-dryer-booster-fan-and-what-does-i...⇄ http://www.doityourself.com/stry/installing-a-dryer-vent-booster-fan-hasslefree   C.     TO REQUEST SERVICE #3 - LHW will select an independent contractor to perform the service. ·         Landmark sent a contractor who diagnosed your issue and we determined that it was not covered under your warranty. Sir, I am aware that I am not providing the resolution that you seek. I am sorry. Landmark will not reimburse you for the item you purchased. The reasons have been provided above, as well as in previous emails and Revdex.com responses. Regards, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

[redacted], Thank you for your response on this matter. Landmark did receive your invoices, thank you for getting those sent to us. I show that they have been reviewed and an offer was submitted to you. Our claims management team was able to review your invoice and reimbursed you $180.00 for the plumbing repairs that were completed. The check was submitted to you on 01/09/2018 and you should receive that check in 10-14 business days from the issued date. We want to apologize for the frustrations you had with this service request. Please feel free to reach out to me directly if further assistance is needed, I would be happy to help in any way that I can.  Thank you Cheyenne R[redacted] Customer Relations Manager [email protected]

Hello [redacted],             Thank you for providing us with feedback on your service request experience. Your concerns are not taken lightly. We review all feedback and appreciate you taking the time to provide it. Here at Landmark, feedback is the...

greatest catalyst for change.             I apologize for this frustrating claim experience. 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 see that at this time we have been able to offer you the maximum Cash in Lieu for the pump replacement under the warranty. The CIL was processed and the check will be mailed today. You can expect to receive it within 4 to 10 business days.             Again, I am so sorry that you had such a poor experience. I hope you will give us another chance to provide you with the excellent service experience that we always seek to provide.             Please don’t hesitate to contact me should you have any additional concerns or questions. 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]

Complaint: [redacted]
I am rejecting this response because:This is an inaccurate description of the problem.  Per the technician, the coils are completely rusted and need replacement, not cleaning.  I have an email from the technician verifying this.  The water may be leaking from the drain pan, but the rusted coils are, per a quote from the technician, the "root problem."  Replacing the drain pan will not fix the coils.I also have the second opinion of another HVAC company, Donley Service Center.  They are unaffiliated with Landmark, and their recommendation is to "replace the air handler due to the rust of the complete system."  I have the service report documenting this as well.
Sincerely,
[redacted]

I apologize you are not satisfied with the coverage terms. To remain equitable to all homeowners, we must follow the terms of the warranty as they are written. Thank you,

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

Complaint: [redacted]
I am rejecting this response because:There was no contract made. According to https://www.utcourts.gov/resources/glossary.htm a contract is defined as "An oral or written agreement between two or more parties which is enforceable by law." They are claiming that sending me something and not requesting any verification that I have reviewed and agree to it binds me to it when they can’t prove that I accepted any part of that agreement which is required for a valid contract. Yes, they were paid by a third party on my behalf, but again that doesn’t mean that I formed a contract. They are the ones at fault for not following sound business practices, they never conformed my agreement to the contract therefore cannot hold me to it. I really can’t see why it’s so hard to understand, they were paid to cover repairs in case things break, something broke and since there is obviously no agreement on the service contract for repairs, they should have to cover the repairs.
Sincerely,
[redacted]

Hi [redacted], I apologize for the way this service request has been handled. This is certainly not the type of service our valued homeowners should expect. We honestly do strive to do our best, but sometimes our best fails, as in this case. I checked in our system notes and I see that the Contractor Relations Representative for your area will be personally coming to your home on 9/30/2016 to assess the situation and get you taken care of right away. I want to assure you that this claim is being expedited. This issue has been brought to the attention of both our Contractor Relations Department and the Operations Department. This claim will be reviewed for training to make sure this does not happen again. You are a valued homeowner and I am so sorry that this situation lacked providing service in a positive and timely manner. Please feel free to reach out to me at any time for any reason. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]