Landmark Home Warranty, LLC

Hello [redacted] , I appreciate you giving Landmark the opportunity to look into your concernsI do apologize that Landmark has not met your expectation on this claimWe honestly do our best to provide every valued homeowner with a positive claim experience in a timely mannerYour feedback is important to Landmark Home Warranty and we do not take this lightly I have asked an Operations Manager to review your concerns and research what occurred right awayI want to assure you that management is doing everything possible to ensure that our valued homeowners are taken care of within the warranty We always stick to the contract and all covered items every timeWe follow the procedures with each of our homeownersLandmark seeks to always create a positive claim experience in a timely mannerWe 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 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 warranty I assure you that this will be thoroughly reviewed and we will contact your directly right away with our findings Please feel free to reach out to me directly at any timeI am happy to assist you with any additional questions or concernsBest wishes, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

***, I am sorry that you do not feel it is repairedThis is a common repair for compressors within the HVAC tradeLandmark remains within the contract terms and this will remain closed until further indication of failure Thank you,

Landmark is quick to respond and great with their follow-through. This is my 4th year with them and I will continue

Complaint: [redacted] I am rejecting this response because: I spoke to the tech from A plus drain cleaningHe said he filled the bath tub 3/of the way up and the water started turning luke warmThe noise that's coming from my water heater sounds like someone is banging the side of the water heater with a hammerWhat causes this noise is sediment buildup in the tankAny sediment build up in the tank would diminish the water capacity, would it not? Its loud enough to keep me up at night if someone runs the hot water late at nightone of the reps from Landmark said to call back if the noise gets any worse, just how bad does it have to be? So am to just accept the opinion of YOUR contractor, that represents YOUR best interest, that said to just live with it? If you chose to not pay this claim is it too much to ask for my premiums back I paid for this policy, I did my part, I paid for a service that didn't get supplied Sincerely, [redacted] ***

From: Cheyenne R [redacted] Sent: Monday, November 20, 11:AMTo: ' [redacted] ' Subject: Warranty #XXXXXX Cancellation ConfirmationDear [redacted] & [redacted] This is to confirm that your Landmark home warranty has been cancelled for your property, located at: XXXX Street , Springfield, OR I am sorry to hear we are losing your businessWe value our homeowners and appreciate having had the opportunity to serve you.This cancellation was effective on 11/20/2017I have submitted the refund of $XXX.XX to [redacted] at XXXX Street , Springfield, OR ; you will receive that check in tobusiness daysIf for any reason you may change your mind, you do have business days to reverse the cancellation without any lapse in coverage.We hope that in the future, when choosing a home warranty, you will consider Landmark Home WarrantyIf you have any questions, please do not hesitate to call me at 866-306-2999Best regards,

[redacted] , I am sorry to hear of your experienceI understand and recognize the urgency needed for your service requestIn the event of an emergency, we will make reasonable efforts to expedite services within hours“CTo Request Service In the event of an emergency, LHW will make reasonable efforts to expedite service within hoursAn emergency is defined as a failure resulting in: aPlumbing failure that causes interior flooding bComplete loss of heat or A/C in extreme temperatures, as defined by LHW 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” This time is needed to reach out to the appropriate departments to search for a contractor that is available to go out to your home as quickly as possibleAs our contractors work with Landmark and not for Landmark, we unfortunately do not control their schedulesIn the instance, such as yours, we were unable to find a contractor that could go out in a reasonable timeTherefore, Landmark authorized you to get your own contractorYou were notified of this within the 24-hour time frame “CTo Request Service 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 authorization.” Once you have been approved to use your own contractor, it is at that point, you would be working with a contractor of your choice privately and not through LandmarkHowever, for Landmark to assist you on the cost, there are processes set in place to insure you are aware of what will be covered and not coveredTherefore, we ask that the contractor only go out for diagnosis firstYou can reach out to Landmark while the contractor is at your home to let us know of their diagnosis before any work is performedLandmark will then be able to determine if the repair will be coveredWe then ask you to continue working with the contractor privately and to submit an invoice for reimbursement I apologize if this process was not relayed to you properlyI do see that we have already reviewed your invoice and have processed the reimbursement check of $That will arrive within 10-business daysWe have also refunded the $service call fee that is required to open a service request and get a contractor out to your homeThat was refunded back to the card you paid with and will take 3-business days, depending on your bank, to be refundedThe $that was not reimbursed on your invoice was for an item that was outside of the home’s foundation (an exterior clean-out was repaired)Items outside of the home are not covered under the warranty “AService Overview LHW will repair or replace systems and appliances mentioned as covered that: cAre properly installed and located within the perimeter of the main foundation or detached garage, except those noted with an “*”.” Landmark has done all that we can to assist you on your plumbing service request at this timeIf you have any further questions or concerns, I would be happy to address them Best Regards, Tiffany N [redacted] Customer Relations Manager [email protected]

I had my new place re keyed and had no problems. They were quick and courteous. I do have to say, I am very leary at using Landmark for anything bigger as the reviews are not good.

***, It appears that we had the wrong model number for the compressorI have located an accurate model number and passed that along to our parts teamYou likely just received an automated email advising that the repair had been approvedWe are working on ordering the parts nowI will update you soon as to when they are actually orderedThank you,

Mr [redacted] , I apologize for giving you incorrect informationThe claims department had been reviewing your request for a refund on the [redacted] service call feeThe review was taking place at the time of my first response to you on the Revdex.comIt was determined that you were in fact aware that your service call fee would not be refundedYou were provided a copy of the contractI previously stated the contract in regards to the service call fee in my 1st responseCTO REQUEST SERVICE #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 $Service Call Fee / Diagnostic FeeAdditional fee may be required to open a Service Request for properties out of networkRemote service areas may be discovered by calling ###-###-####Service Call Fee is due whether service is covered or deniedIt is the Contract Holder’s obligation to select the trade type when requesting serviceIn 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 requestWe cannot respond to a new Request of Service until all previous Service Call Fees are paidFailure to pay the Service Call Fee will result in suspension of Coverage until such time as the proper fee is paidAt that time, Coverage will be reinstated, but the contract period will not be extendedService work is guaranteed for 30-daysThe fee is paid to the contractor whether the service is covered or deniedYour request was denied as it was not covered under the warrantyYou may refer to my previous response for warranty details regarding your claim requestAgain, I apologize for leading you to believe there would be a refund of your [redacted] service call feeWe follow the contract as to be equitable to all of our homeownersThank you, Elise N [redacted] | Senior Reputation Specialist | Landmark Home Warranty [redacted]

Hello ***, I apologize for this frustrating claim experienceI am sorry we did not meet your expectation of serviceI want to assure you that your feedback is not taken lightlyI need you to know that we always stick to the contract and all covered items every timeWe follow these procedures so that we will be equitable to every valued homeownerI 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 also understand that this claim resolution has been inconvenient for you I am sorry to hear that you have not had a good experience working with our claims department or the contractorWe always seek to provide excellent service to our valued homeownersI assure you that your experience has been submitted for review by the Operations Department The $out of pocket costs were for modifications to change out and update the old unit to the new oneUnder the warranty, modifications are not a covered item Per the warranty: DTHIS CONTRACT DOES NOT COVER: #- CODE UPGRADES/ TOXIC MATERIALS/ PERMITS/ DISPOSAL: If upgrades are required, LHW cannot perform service until you complete corrective work If additional costs are incurred in order to comply with regulations, we will not be responsible for the added expense, nor will we pay any cost relating to permits LHW will not perform services involving hazardous or toxic materials including, but not limited to, Asbestos, Mold, Lead Paint, or Sanitation of Sewage Spills, nor will we pay costs related to recapture and/or disposal of Refrigerator/Freezer Refrigerants, Contaminants, Hazardous or Toxic Materials, Systems or Appliances #- REPAIR/ REPLACEMENT/ UPGRADING: LHW is not responsible for delay in obtaining parts or replacement equipment We reserve the right to repair and/or replace systems and appliances with nonoriginal manufacturer’s parts, including rebuilt or refurbished parts We reserve the right to obtain a second opinion at our expense We will not upgrade any covered itemWe are responsible for providing installation of equipment comparable in features, capacity and efficiency, but not for matching in dimensions, color, or brand We are not responsible for the cost of construction, carpentry, or other modifications made necessary by existing or installing different equipment We reserve the right to provide cash in lieu of repair or replacement in the amount of our actual costWhen providing cash in lieu of replacement, installation is limited to one hour of labor Payment will be provided based on our negotiated rates with our Independent Contractors and Supply Warehouses, which may be less than retailWe are not responsible for work performed once you accept cash in lieu of service If we provide reimbursement or cash in lieu of service, the approximate time to issuance of a check is business days I understand that you are also disappointed in the cash in lieu amount offeredThis amount is based on the price that Landmark can get the water heater through our supply housesIt is noted in the contract that this price will be significantly lower(See #10) The WATER HEATER coverage under the warranty is as follows: PLUMBING SYSTEM COVERED: Drain Line Stoppages, Toilets, Plumbing Pipe Leaks, Whirlpool Motor & Pump, Shower Valve, Diverter Valve, Instant Hot Water Dispenser, Sump Pump (ground water only), Recirculating Pump, Water Heater (up to gal.), Tankless Water Heater EXCLUSIONS: Adjustments, Plumbing Fixtures including Faucets, Bathtub, Shower Base Pans & Enclosures, Toilet Lids & Seats, Sprinkler or Solar Systems, stop & waste valves, Water Heater Vents & Flues, Vent Pipes, Septic Tank, Stoppages that cannot be cleared with Cable, Hydro Jetting, Stoppages due to Roots, Water Heater Heat Pump Attachment, Sewage Ejector Pump, internal and external Hose Bibs, Expansion Tanks, Energy Conservation Units, Noise, Electrolysis, Water Softener, Whirlpool Jets, Water Filters, Water Purification Systems, Bidets, Jet Pumps, Conditions caused by Chemical, Calcium, or Sediment Build-up, Caulking, Grouting, Inadequate or Excessive Water Pressure, Flow Restrictions in Fresh Water Lines caused by Rust, Corrosion, or Chemical Deposits, Basket Strainers, PAssemblies, Stoppers, Diesel or Oil Fired Water Heaters, Heat Pump/ Water Heater Combination Units, Leaks/ Damage caused by Roots, Water Heater Drip Pans, Ice Maker Water Lines, Main Water Shut-off Valve With your DELUXE WARRANTY coverage, you have the following included: Water Heater: Failures due to Water Heater Sediment Included in your additional ‘No Fault’ coverage: PREMIER PLUS COVERAGE UPGRADE (INCLUDES PREMIER + NO-FAULT COVERED: Includes all items listed under Premier Coverage, in addition to: Failures due to Improper Installation, Failures due to Mismatched Systems, Code Violations, Permit Fees, Crane Costs, Haul-Away of failed Systems or Appliances We may provide, at our discretion, cash in lieu of repair Code Violations: LHW will pay to correct code violations, if required, to effect repair or replacement Permits: Where local building permits are required prior to commencing replacement of a covered item, LHW will pay for such permit LHW will not be responsible for replacement service when permits cannot be obtained Improper Installation and Mismatched System: LHW will repair or replace a covered item that was improperly installed, modified, or repaired prior to the term of this contract This does not include items pertaining to undersized heating and cooling systems relative to square footage of area being cooled or heated Haul-Away: LHW will pay the cost to remove a covered system, appliance, or component when LHW is replacing a covered system, appliance or component Crane: LHW will cover for the use of cranes or other lifting equipment required for a covered service of roof top heating or air conditioning units LIMITS: LHW will pay up to $in the aggregate per contract for items related to No-Fault Coverage Upgrade Unfortunately, under the parameters of the warranty we are not able to meet your service demands You have the following options: 1- Landmark provides the water heater, and you agree to pay the modifications that are not covered under the warrantyWith your ‘no fault’ coverage, Landmark will also cover for disposal of the old unitThe unit removal only pertains to having Landmark install the unit– Accept the Cash in Lieu offerThis amount includes the cost of the water heater at Landmarks cost and the cost of one hour of labor that Landmark would have provided Per the warranty contract; Landmark will not cover for 100% of the repairWe provide funds in accordance with the warranty coverage stipulationsWe will not provide the unit and a cash in lieu togetherThe coverage is for choice or ***, I know it can be frustrating when something is not listed as a covered item under the warrantyWe always operate within the parameters of the warrantyShould you have any additional questions or concerns, please feel free to contact me directlyI am happy to assist in any way I can Best wishes, Elise N [redacted] | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Hi [redacted] , Thank you for your patience while I reviewed the issue with your repairI apologize for this frustrating experienceIf I understand correctly, you have issues to address; 1) you believe the work was not completed2) You would like a refund of your warrantyOn 7/12/we received the following message in our contractor portal: 07/12/15:27:Internal From A/C to Z Mechanical: Contractor Status: Completed submitted @ 7/12/2:09:PM - Complete If you believe there are additional issues, please contact the contractor, A/C to Z Mechanical ###-###-####Your warranty refund has been processed and the breakdown looks like this: Contract# [redacted] ( [redacted] ***) Warranty cost $Divided by months =$25.00/per month #of months’ coverage used = $Remaining balance = $Minus the Cancelation fee $75.00= $Refund amount $A check for $will be mailed out on 7/21/and you should receive it within business daysI hope this explanation helpsPlease feel free to contact me directly if you have any additional questions or concernsBest wishes, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

***, At this time Landmark has remained within the contract termsThe amount provided to you was out of a sales person's budget as a benevolence decision, due to this claim was denied by our operations teamThe sales person recognized the relationship and wanted to help in any way that they couldThis is not something that was covered under the warranty, and any costs that were acquired are you, the property manager, and the homeowner's responsibilityThe cost that was provided to you, was for parts only, and not for laborWith that knowledge you could have negotiated pricing with that contractor or any contractorAgain, Landmark Home Warranty is not responsible for any charges that were acquired after you received the denial of your claimYour partner, ***, was made aware that the price was for parts only and that it would likely exceed the amount quoted As it is your job to act for the homeowner, you made a decision to proceed with work knowing the costs, and knowing that this was not something that was covered under the warrantyAt this time, the obligation to the homeowner, is not from Landmark, it is from youThank you, Landmark Home Warranty

[redacted] , Thank you for reaching out to LandmarkI am glad that your service request has been approved for repairWe are hopeful that this will be a quick process for youIn regards to your request to have funds refunded to youLandmark would stand by the contractThe service fee is listed as due per the contract termsAdditionally, Landmark specifically excludes leak detection testsHowever you are entitled to $20.00/pound of freon covered by your warrantyWe would be happy to reimburse you $for the lbs of freon you paid out of pocket forThis will come in the form of a check, and would take 10-business days to reach youI will send this directly to the property address on file, addressed to you

Hi [redacted] , I have received your Revdex.com postThank 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 will have my team research what occurred during this situation right awayYour feedback is important to Landmark Home Warranty and we do not take this lightlyThank you, 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 find that this resolution is satisfactory to me.They did sent a plumber out today who remediate the issue in under an hourIt is a shame it had to come to a very public escalation, but I am glad the Revdex.com is here to help with issues like this Sincerely, [redacted] ***

Complaint: [redacted] Per your request, I have uploaded the invoice, my receipt for the water heater and more pictures of the damage caused to my ceiling were enclosedI look forward to your response Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: It is not my error that this was misdiagnosed and not fixed It should not matter if my policy was canceled over a month-and-a-half after initiating a fix It should still be fixed because I was covered when your guy was dispatched and misdiagnosed the problem Your contracted plumber took a month-and-a-half to find a part Again, not my fault I had to push hard just to get someone to find the part, that didn't even fix the problem The problem was worse after the fix This job should not be finished until the problem is fixed, which I had to pay $out of pocket to do In my estimation, you owe me $325, and that is not even addressing the cracked toilet that totally seems to have been dropped along the way somehow Sincerely, [redacted] ***

Ms [redacted] , I would like to sincerely apologize for your service experienceI am happy to research this claim and work toward a positive resolutionYou are a valued homeowner and we do strive to provide a positive service experience in a timely mannerI am so sorry that this was not the case for youIf you would please send your invoices/receipts I will have them reviewed immediatelyYou can send them to my email listed belowYou are also very welcome to contact me with any additional questions or concernsI will be refunding your $service call feeIt will be processed today and mailed out on Tuesday the 26th, You can expect it within business days from that pointThank you, Elise N [redacted] | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Complaint: [redacted] I am rejecting this response because: LHW has not addressed my primary complaints about the warranty coverage communication process and how this process affected the decisions I madeDue to this lack of communication I am using the Revdex.com as a mechanism to obtain the warranty coverage I am dueAs depicted in the email from Marcie K***, I was not offered $towards the repair on my A/CIf LHW had offered me this option, I would have taken this offerAlso, my refutation of the denial is dated 10/2/The only response I received is from K [redacted] on 10/2/17: “ [redacted] , I will get this sent over to the correct party for you Please keep my email and let me know if there is anything I can assist you with.Kind Reagrds,Marcie K*** | Claims Manager | Landmark Home Warranty (o) 866-306-Ext www.landmarkhw.com” I waited five business days for LHW to respond, all the while suffering through degree weather with 93% humidity (I have documentation of these temperatures)On Friday, October 6th, I could not wait any longer (in total I waited days) and secured a repairperson to fix my air conditioner(As a side note, Texas State Law mandates that property owners (landlords) have seven business days to repair major appliances that impact livability for tenants.) The repair did not work because once an A/C unit leaks refrigerant it needs to be replaced (This statement was verified from six repairpersons we interviewed before replacing the system).It is unfortunate that the $repair credit was not communicated to meThat effort would have changed the outcome of this situationHowever, I do have written recommendations from several repairpersons advising me to replace my HVAC systemGiven that the attempted repair did not cause the A/C to stop working, rather it was usage, LHW should have agreed to replace the A/C rather than deny the claim.As previously stated, I am making a formal request for LHW to compensate me for the following:a) Repair of the A/C $1062b) Replacement of the HVAC system $5631c) Time away from work $1232Total: $Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Yes, the filter is dirty But it may due to some malfunction of the system, and it will just lower down the system performance, not the block in-take airAnd it is not the "MOLD" told by the dispatched technician Why the receipt shows the change of A CAPACITOR blended with motor? Which part got burned, A CAPACITOR or motor?From lot of maintanence and AC repair experience shared on the web, the capacitor failure is root cause of failure most of time, and it is not cheap for the replacement Sincerely, [redacted] ***