Landmark Home Warranty, LLC

***, I have left you a voicemail in regards to thisI hope you can get back to me so that we can address your concernsLandmark does stand behind the licensed and independent contractors opinions, however we understand your situationThank you, Candace P***Online Reputation Managercp***@landmarkhw.com

[redacted] ***, Thank you for reaching out to Landmark in regards to your service requestI see that you are frustrated with the outcome of your claimI have reviewed the claim in question to better understand why your claim was deniedUnfortunately, I cannot meet your request for reimbursement, as this denial will standIn comparing the independent contractors professional diagnosis, with the contract terms, we do not cover your systemListed specifically in the Air Conditioning and Heating System of your contract, under exclusions, it states that we exclude radiant heat systemsAll parts of this system, including your HVACI am sorry that you were not happy with the outcome of your claimAt this time Landmark has remained within the contract termsWe follow the contract to be equitable to all homeowners in every situationThank you, Candace P***

Hi [redacted] , Thank you for giving Landmark this opportunity to address your concerns through the Revdex.comI 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 mannerI have asked an Operations Manager to research what occurred during this situation right awayMy system notes show that Kyla B [redacted] left a voice mail for you yesterdayIf you could please reach out to her and return her call, she is prepared to update you on the service requestYou are also welcome to reach out to myself directly at [redacted] Please know that your feedback is important to Landmark Home Warranty and we do not take this lightlyThank you, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Hello [redacted] , Please accept my sincere apology for this very frustrating situationI understand that Landmark did not meet your expectations on this claimI want to assure you that we always seek to provide the best possible claim experience for each of our valued homeownersI understand that you felt that your situation required an emergency plumberI am so sorry that we did not provide that service to youI am glad that you were able to resolve the flooding/back flow issueOur system indicates that Landmark is currently waiting for additional information to resolve the reimbursement requestLandmark requires proof of payment and a detailed, clear copy of the invoiceAll parts and work need a clear breakdown to be reviewedI understand that a Claims Manger has been working with you to obtain that informationYou are also very welcome to contact me directly for assistanceI am happy to help in any way I canBest wishes, Elise N [redacted] | Online Reputation Manager | Landmark Home Warranty [redacted]

Hello [redacted] ,I want to thank you for giving Landmark the opportunity to research and address you 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 manner I want to assure you that we do not take your concerns lightlyYour complaint was reviewed and it has been determined that the Service Request is still deniedPer the Home Inspection report that you provided to Landmark, it clearly shows several HVAC issues that the Home Inspector noted as deficient and in need of repairUnfortunately, we have not received any proof that the recommended repairs were completed between the time of the Home Inspection and the Purchase of the WarrantyThe warranty is clear in its coverage stipulations and unfortunately your situation is a preexisting conditionPer the warranty:A SERVICE OVERVIEW#- LHW will repair or replace systems and appliances mentioned as covered that: aAre in proper working order on the effective date of this Contract.bHave become inoperable due to usage after the effective date of this Contract and are reported during the term of this Contract.cAre properly installed and located within the perimeter of the main foundation or detached garage, except those noted with an “*”.#- This Contract covers only the items mentioned as covered and excludes all others and is subject to the limitations, exclusions and provisions stated in this contract.DTHIS CONTRACT DOES NOT COVER#- 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.#- Repairs or replacement required as a result of improper previous or attempted repair known prior to the effective date of the contractSee service overview 3a.#- Repairs or replacement required as a result of improper installation known prior to the effective date of the contractSee service overview 3a.We always stick to the contract and all covered items every timeWe follow the procedures with each of our homeowners to be equitable in every situationLandmark seeks to always create a positive claim experience in a timely mannerI 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 something is not listed as a covered item under the warrantyI understand that this has been very inconvenient for youWe honestly do our best to take care of our homeowners.Elise N [redacted] | Online Reputation Manager | Landmark Home Warranty [redacted]

[redacted] ***, Thank you for contacting Landmark Home Warranty to review your claimI am so sorry that your experience was less than what you expectedI have been able to review your service request to determine if a reimbursement was applicableI see that you opened the service request 3/17/23:You were advised at that time, that we have a 24-hour window to get someone out to your home, as we understand this was an emergencyWe were able to secure a contractor to go to your home, 3/18/14:In this circumstance, we fulfilled the terms of the contract stated below (found in section CTO REQUEST SERVICE, number and 13)Unfortunately, an hour after we secured the contractor, you requested to cancel the service request, as you could not wait for us and got your own contractorLHW will determine what constitutes an emergency and will make reasonable efforts to expedite service within hoursAn emergency is defined by LHW as a failure resulting in: aPlumbing failure that causes interior flooding bComplete loss of heat or A/C and interior home temperatures are below degrees Fahrenheit or above degrees Fahrenheit cSystem or appliance failure causing ongoing secondary damage to the home dA condition that immediately endangers health or safety eA condition that interferes with healthcare support of occupants fNo electricity, gas, water, or toilet facilities to the entire home In some instances, LHW may offer you the option of finding your own contractor to provide diagnosis and possible subsequent repairIn this instance, your contractor must provide a diagnosis and itemized bid to LHW before any work is performedLHW will not reimburse you for services performed by your own contractor without prior authorizationWhile I understand that you felt like you could not wait, Landmark is held to strict standards by state legislature to uphold the warranty in an equitable way, while following the warranty guidelinesI am so sorry that we were not able to get a contractor out to you soonerI hope that in the future, we are able to meet and exceed your expectationsShould you need further assistance, or have additional questions or concerns, please let me knowThank you, Candace P***

Dear MsP***, Thank you for giving us this opportunity to address your concernsIt is my understanding that you were requesting that Landmark Home Warranty cover the out-of-pocket costs associated with your HVAC repairPlease allow me to explain the assistance that Landmark has provided and the current status of this claim At this point in time three different HVAC contractors have provided a bid and/or assessment of the condition of your HVAC systemThe first in-network HVAC contractor provided the diagnosis that the evaporator coil needed to be replaced, with the replacement, the duct work and piping needed to be modified for the new equipment to fit the old equipment However, because the out-of-pocket costs were a concern, Landmark approved a bid from an out-of-network contractor, selected by youWhen this contractor refused to work with a home warranty company, Landmark assigned a second in-network contractor to provide a diagnosisAs a courtesy to you, we tried our best to find a contractor with the lowest priced modification costs At this point in time the Landmark service department has confirmed that a successful repair was completed by the second in-network HVAC contractor that was sent to your homeTheir diagnosis stated that the unit was lbs low on Freon but they could not find a leak so they added leak stop before refilling the FreonNo out-of-pocket costs were required Please be advised that leak stop is not always a permanent repair and that an evaporator coil replacement may still be needed in the futureIf the replacement is deemed necessary, there could be out-of-pocket costs associated with the repair, however, I believe that Landmark has shown they will go above and beyond to work with our customers to make those costs as comfortable as possible Home warranties are meant to be a cost saving coverage for homeowners, so that they do not have to pay retail pricing for home systems or appliance repairsHowever, home warranties, like other insurance entities, do have exclusions that are the responsibility of the contract holderLandmark attempts to be as transparent as possible about our exclusions in order to provide fair coverage to all of our customersHVAC Modification costs that you referenced in your previous communication were pertaining to RHVAC equipment, and repairs made to update older Requipment to current regulation standardsWe are sorry if there was a miscommunication, but the circumstances of your claim do no qualify for this exception Modifications are not covered by LandmarkAs 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.” I hope this helped explain what occurred and the coverage that Landmark has providedWe are very glad to know that your unit is working to your satisfaction at this point in time! Hopefully all of your concerns have been addressed but if you would still like to discuss the specific details in the contract in regards to AC modifications please email myself directly at [redacted] @landmarkhw.com and I will be more than willing to address your concerns Thank you, Kristen B [redacted] Public Affairs

Company has been fair about repairs and replacements. Always courteous and always follow up with me.

[redacted] , We are concerned that you have had a negative experience with LandmarkIt is my job to be sure we are representing the warranty in the most equitable way possible, while following the guidelines strictlyAttached is a copy of your warranty for you reading After a careful review of your Revdex.com complaint, I understand you are upset that we will not reimburse you for the hydro jetting of your line, as well as the way Madison handled your manager callI am very sorry you were not satisfied with Landmark’s service In reviewing our contract, in connection with your complaint, it has been determined that we are unable to reimburse you for the hydro jettingYou currently have the Essential Plan with LandmarkUnder Plumbing System for that contract it states under exclusions, “Stoppages caused by collapsed, damaged, or broken drain, vent or sewer lines outside the home’s main foundation; stoppages or breaks caused by rots; stoppages that cannot be cleared with a standard 100-foot sewer cable, even if within the home’s main foundation; hydrojetting unless additional option is chosen (Advantage Plan); ” In your conversation with Madison you stated that the line had to be hydrojetted as it could not be cleared with a standard cableUnfortunately without upgraded coverage I am unable to reimburse for this As for the way your manager call went with Madison, we recognize that she could have been more empathetic in explaining your coverageWe want to apologize for this experienceThe service fee is usually due prior to service, regardless of the outcome of your service requestIn this circumstance, we will refund the service fee back to youIn order to do so, please confirm the property address we can send the check toYou will receive this check within 10-business days once processed Please let me know if there is anything additional I can assist with Thank you,

Complaint: [redacted] I am rejecting this response because:We called out a local contractor to look at the non-working AC unit on January 3rd, It took him about minutes to determine that Landmark's contractor incorrectly wired the internal thermostat in late November to the exterior compressor/fan unitOne of the wires was mis-wired as always "hot", which means that it was continually sending a signal to the compressor to stay on despite what other messages were being sent from the thermostat (such as a manual "turn off" signal)In another minutes, this contractor was able to properly rewire the units such that they now communicate as they should and the AC unit now works as it is supposed to So essentially the Landmark contractor was at fault and should have returned to correct his mis-wiring mistake Landmark implied in their last response that they didn't believe our position that the unit had been improperly wired, but it now has been determined that they were wrongWe are just glad that after months we now have a working AC/heating system again and that we don't have to deal with Landmark any moreSincerely, [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 at this pointI have contacted Candace P [redacted] with Landmark Home Warranty to try to work out a suitable agreement Sincerely, [redacted]

9/28/Revdex.com response Hi ***, I want to 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 mannerI have asked that a Supervisor in the Operations Department review your concerns and your requestThey will address this situation right awayI want to assure you that management is doing everything possible to ensure that our valued homeowners are taken care of within the warrantyYou are very welcome to reach out to me directly as wellI am happy to answer any questions or concernsYour feedback is very important to Landmark Home Warranty and we do not take this lightlyBest wishes, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Hello [redacted] , I appreciate your response on the Revdex.comI appreciate your clarification of the issueAll information has been added to our system and forwarded to your Claims Manager, SophiaI apologize if my providing the contract information upset youThe intention was simply to review coverage and clarify the issues that Sophia is working on and reviewing with the contractorI understand how frustrating it is to miss workI assure you that Sophia has expedited the reviewYou can reach Sophia with any questions or concerns by email at sc [redacted] @landmarkhw.com or by calling 1-866-306-x: We appreciate your patience and will assist you as soon as possibleBest wishes, Elise N [redacted] | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and they have responded accordingly and looking to resolve the issue Sincerely, [redacted] ***

Landmark understands your concern regarding your roofYour claim was opened 9/1/2017, we assigned a contractor who provided a diagnosisOnce we received the diagnosis, you insisted this was incorrect as there are no vents above the room where you are experiencing the leakLandmark then continued to search for a contractor that was available for you, in order to offer a second opinionIn doing so, we determined that in our network of independent contractors, we could not locate oneHowever, the solution was provided to you, in that we "homeowner defined" this service requestThis means, per our contract, section CTO REQUEST SERVICE number 13."In some instances, LHW may offer you the opinion of finding your own contractor to provide diagnosis and possible subsequent repairIn this instance, your contractor must provide a diagnosis and itemized bid to LHW before any work is performedLHW will not reimburse you for services performed by your own contractor without prior authorization." Landmark has followed the terms of our agreement with youAs soon as you have a diagnosis and bid from a contractor please let us know, we want to help you Thank you,Customer Relations Manager

Hi ***, I apologize for the frustration regarding this claimI understand it can be disappointing to have extra costs you did not plan forI appreciate your Revdex.com feedback and your concerns are not taken lightlyI understand that you have been working with Deanna Rin Claims and at this time you have come to an acceptable agreement on the amount for your cash in lieuI see that Deanna processed the request yesterday and the check will be mailed todayYou can expect to receive it within to business daysPlease feel free to reach out to me directly should you have any additional questions or concernsBest wishes, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Complaint: [redacted] I am rejecting this response because:The response from Landmark did not address the core concerns of my complaint I called and accepted the out of pocket charges they addressed in their response the same day they left me a message however, my AC has still not been repaired We are now going on three weeks without air conditioning in San Antonio, Tx of all places I think any reasonable person would agree that is not adequate service Additionally, Landmark failed to address the fact that the first company they sent over to us was from out of the area and refused to return for the follow up service because of the distance our house was from their operating area, Landmark then charged me again to send out a company that was local This second charge was due to the company they selected initially and was their responsibility Ultimately Landmark has an obligation to cover their warranty items in my house, it has been three weeks and they have failed to meet that obligation Furthermore, I was double charged and still no resolution Landmark is in violation of our agreement and I would like a refund on the price I paid for the home warranty so that I can find a more reputable company to hire Sincerely, [redacted]

So far all of our problems had been done promptly, professionally, courteously and have answered our questions as well as they could.

From: Elise N [redacted] Sent: Monday, March 28, 5:PM To: ' [redacted] ***' < [redacted] @gmail.com> Subject: Review Response Hi ***, I was able to have claims department review your issueI do have to refer to #in the service overview which states: 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 chosenSystems 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 Optionb) were properly installed and in good and safe working order on the Effective Date of this Contractc) have become inoperable due to usage after the Effective Date of this Contractd) are reported during the term of this ContractUnfortunately the inspection report shows that issues with the A/C unit were known at the time of your home purchaseAlso, the unit did not become inoperable due to usageIt became inoperable because the Freon lines were not installed correctly in Before the purchase of your homeI am so sorryI know this is not great newsI did however find that you have no fault coverage and in Texas that amounts to $I know that this does not cover for your out of pocket costs on the issue, but I hope it helpsI am sure this was a very frustrating situation for you as a homeownerI did speak with the contractor and he explained that there really wasn’t any other options that would keep your unit runningI do understand that this situation has not been idealPlease know that we do value you as a home owner and we always stick to the contract and all covered items every timeI am happy to answer any additional questions and you are always welcome to contact me directlyBest wishes, Elise N**

Dear MsA [redacted] , Thank you for giving us this opportunity to address your concernsIt is my understanding that you are requesting that Landmark Home Warranty back date your enrollment of coverage and eliminate the additional waiting periodLandmark is honoring this requestAt this point in time your coverage is being considered effective as of 07/01/and the payment for July has been waived, as a courtesy, due to the situationWe 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