Landmark Home Warranty, LLC

Absolute liars. STAY AWAY. It is apparent that this company will do WHATEVER it can to NOT pay a claim, including redefining standard system parts so as to cause them to fall outside of the policy for coverage. Trust me - stay away.

I have had Landmark for almost 3 years and they have always taken care of my covered issues promptly.

Landmark staff called to confirm that my leaking faucets had been repaired. Upon finding that the plumbing contractor originally contacted had not returned my calls to make an appointment Landmark representative immediately contacted a second contractor and I was received a call within 20 minutes and a technician at my door within the hour. The new plumbing contractor kept me updated on repairs and an second appointment required to complete the job. Very happy with follow up of Landmark HW staff. Thank you.

Our furnace went out and I called Landmark Home Warranty and they contacted an authorized repair to come and fix the problem. Within one day we had the HVAC repair out and the problem was fixed. The repair service had been to our home the prior year with a problem with our furnace. After checking out the furnace they found that they had not secured a wire the year before to the blower motor and waived the service fee. The problem was fixed and we did not have to pay the service fee.

Our policy with Landmark has been a waste of money and a source of frustration. So far, I've filed three claims in the six months and received no service on any claims. The first claim was a re-keying of our new home. Landmark was unable to find a locksmith in our area, which is Austin, TX, so they refunded our service fee that was paid. The second claim was a non-functioning trash compactor, which we were told that Landmark does not provide service for, although it's a major appliance. The third claim was a broken septic pump. After a week, we were told that they do not cover the septic pump even though we purchased a separate septic policy. And, the vendor they sent to assess our issue pumped the septic so that he could bill Landmark for a $450 pumping even though our system has been pumped in the last year and did not need to be pumped, So, I paid a service fee only to be told that Landmark doesn't cover the pump. However, they do cover one septic pumping per year and now we've used that coverage up even though we did not request or authorize or need that service.

I'm so disappointed and am already seeking out a new company to purchase our next warranty from. This policy is useless and only costs us money.

They did an amazing job checking up with me and helping to facilitate the replacement of my furnace.

Hi ***, I appreciate your patience while I researched this issueI apologize that we did not meet your expectation of service on this claimI understand that at this time we have assigned a contractor to complete your service requestLandmark is replacing the unitThere are some out of pocket
costs and it is noted that you have been made aware of them and that you have agreedThe job will be completed right awayWe honestly do try to provide a positive claim experience in a timely mannerI apologize that this was not the case with this claimYou are a valued homeownerPlease feel free to contact me with any additional questions or concernsBest wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

Hi ***, I apologize that this service request did not meet your expectationsWe always follow the warranty contract so we may be equitable to every valued homeownerI want to assure you that the denial was reviewed by several managersI would like to clarify the stipulations of the warranty,
and why the repair was not coveredPer the warranty: A. SERVICE OVERVIEW #- 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 Contract. #- This Contract does not cover defects known prior to the Effective Date of coverageKnown defects are excluded from coverage until proof of repair(s) is received by usWe provide coverage for unknown conditions if the condition would not have been detectable by the Buyer, Seller, or Agent through visual inspection and simple mechanical testFor example, a simple test would be visual inspection of a heat exchanger for cracks or a carbon monoxide test DTHIS CONTRACT DOES NOT COVER: #- 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 #- 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 #- You are responsible for providing Maintenance and cleaning on covered items as specified by the manufacturer to ensure continued coverage on such itemsFor Example: heating and air conditioning systems require periodic cleaning and/or replacement filters and cleaning of evaporator and condenser coilsI do understand your frustration with this issueFor several reasons, Landmark denied you claim as I noted aboveI will attach pictures to support this denialIf you would like to submit your home inspection report, we can review the relevant sectionI am sorry that I could not provide a better resolution to your complaintBest wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

From: Candace P*** Sent: Friday, June 2, 1:PM To: '***' Subject: ***// Landmark Home Warranty Contract ***// Cancellation request- Revdex.com complaint ***, I appreciate you reaching out to Landmark Home Warranty for a complete
review of your recent service requestYour feedback is of value to us, as you are the best catalyst for changeI have completed a full review of your service request and your contractI want to be sure I understand your request via the Revdex.comIs it that you want to cancel your warranty for a full refund? I know Tiffany emailed you that you are entitled to a refund, however our contract does prevent us from a full refundRather you would receive a prorated refund However if there is a way I can be of assistance in helping resolve this matter I would be happy to search every avenueI understand you were not satisfied with the contractor and their lack of communication, additionally with the service provided within LandmarkI will certainly be addressing these concerns with the appropriate partiesThe reason your service request was denied, is because there was work performed by a different contractorOur independent contractors are not willing, nor does Landmark expect them, to take on the liability of another contractor’s workFor this reason, we do ask that you reach out to Patriot pools to have them resolve the work they started I am terribly sorry that you were not satisfied with LandmarkI want to assist in any way possiblePlease advise how you would like to proceed here Thank you,

Ms***, I received your rejection on the Revdex.com regarding Landmarks response to your issueI do understand that the issue is frustrating g to youI will try to be more concise in my reply, and would ask that you refer to the previous response for direct contract informationOur contractors are the eyes and ears of LandmarkA second opinion was sent by Landmark, per the contract, we may choose to do so at our expenseWhen a contractor calls in with a diagnosis, he sticks to the facts of the repairWe are not provided and additional informationWe also must note everything the contractor statesI am sorry that his remark about you walking away upset youI of course, understand that there are always sides to a storyWhen the contractor let you know that Landmark does not cover for a leak test, he indicated to Landmark that you agreed to pay for it so the service call could be completedThe notes show that your initial issue was with having to pay out of pocket for the leak testAgain, per the contract, Landmark does cover for "leaks in accessible Freon lines"The leak was not in an accessible lineThus, the required leak testThe diagnosis from the 1st contractor states: "Diagnosis: year old Lennox Evap Coil needs to be replaced due to a leak, the furnace is on top of the evap coil and the return plenum is on top of the furnace, both are access issuesCorrections will be needed for the furnace; the vent piping and the iron black piping gas line which needs a sediment trapThe drain line on the evap is out of code due to being piped down on the floor to the outside which is an improper repairHomeowner paid for leak search"Several issues regarding your warranty coverage are flagged at this timeLandmark will actually cover for the evap coilHowever, we do not cover for access issuesThe contractor states access issues: One is that the furnace is on top of the evap coilTwo is that the return plenum is on top of the furnaceYou, as the homeowner are in charge of providing access, or paying for access yourself, per the contractIn order to provide access to the evap coil, the furnace will need to be movedTo replace the furnace after the evap coil is replaced (by Landmark), there must be corrections/upgrades to the furnace to bring it up to codeThe corrections are not covered by Landmark per the contractAt some point the drain line on the evap coil was piped down from the outside to the floorNot only is it an improper repair, which is again, not covered under the warranty, but it is considered a preexisting condition as wellIn order to complete the replacement of the evap coil, (again covered by Landmark) there were several modifications and upgrades that needed to be addressedThey are also not covered under the warranty and the homeowner is expected to provide access before the job can be completedThe contractor gave you a quote for the jobThe quote was: Modification Paid by the Home Owner Part Name Part #: Price Contractor or LHW Provided Modification Part Description: permit $Modification Part Description: Access to Furnace $Modification Part Description: Access to Return Plenum $Modification Part Description: correction of Vent pipe $Modification Part Description: correction of the drain line $Modification Part Description: float switch $Modification Part Description: duct board $Modifications Cost Paid by Home Owner $1,In the best interest of you as the homeowner, Landmark decided to send a 2nd opinion to be sure that all of the modifications/upgrades were required and that the price to you as the homeowner for out of pocket expenses was fairA second opinion (provided by another contractor) was assigned and paid for by LandmarkThe 2nd contractor’s diagnosis was that: Yes there was a leak in the evap coil that could not be fixed, but that the evap coil needed to be replacedAgain, the replacement of the evap coil does fall under your warranty, and would be replaced at Landmarks expenseThe second contractor's diagnosis was similar to the firstHe stated: "Partial Diagnosis: Coil has a major leak, flu pipe is the wrong size, and drain line is going through wall onto the groundThere no way to get to the coil in case of an emergency because it’s barricaded by an outside wallIf it floods there no way to get the water outYou, would have to break through the wallsElectrical is running with the drain line" There is agreement on access issues, code issues and repair requirement issuesPer your warranty, Landmark will cover for the replacement of the evap coil, disposal of the coil, Freon, and the permit requiredYou as the homeowner are still required to provide/cover for the out of pocket expensesPer the warranty Landmark does not cover forI see you had a concern regarding the RCurrently Arizona is the only state that legally requires the upgrade or replacementPer your warranty coverage, “Premier Plus, No Fault”, Landmark will cover for the - Freon Recapture/ Recovery or RechargeMs***, if you decide to take care of access & upgrades/modifications, Landmark will indeed replace the evap coil and the Freon as well as acquire the permit, and take care of the disposal of the unitIt is only under these circumstances that we can complete your service requestLandmark will not be replacing your system nor will we pay the $you have requested as we are not under obligation to do so with your warranty coverageI apologize that your service request did not go as expectedLandmark follows the warranty every time so we can be equitable to all of our homeownersYou are very welcome to contact us here at Landmark for any additional questions or clarificationBest wishes, Elise N** | Senior Reputation Specialist | Landmark Home Warranty ***

Hello ***, I am sorry to hear that Landmark did not meet your expectation of service on these claimsI can tell that you are very frustrated with our companyI would be happy to review your situation and make sure the claims were handled appropriately or if they need to be revisitedPlease feel
free to contact me directlyThank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

***, I understand you are frustrated and feel cheatedYou had two options, to have the unit replaced or to accept a cash in lieu at our costOur cost, as noted in the contract, is less than retail costsSo, while other contractors might be able to obtain a condenser for much more than
what we can, you accepted a cash in lieu, so that you could replace your unit with a brand that you likeLandmark will continue to honor our warranty through the contract term in which they are writtenNo further funds will be provided, as the cash in lieu was accepted by you and processed All departments involved, will be advised of your complaints in hopes of creating a new training opportunity Thank you, Customer Relations Manager

***, I apologize for the frustration you have felt in regards to you’re A/C repairI assure you that you are a valued homeowner with LandmarkWe are doing all we can to meet our homeowners needs during this difficult time of yearSummer is great for so many reasonsIt keeps A/C contractors
running non-stop and sometimes we have to wait a short time for them to be able make repairsI am very sorry that there was a bit of a delay in your service requestI see in our system that the contractor was able to help you last nightI hope that you are feeling better and that everything is working smoothlyIf you have any questions or concerns, please feel free to contact me directly and I will be happy to help in any way that I canVery best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

Mr***, I can tell you have strong feelings about this issueI am sorry that Landmark has not met your service expectation regarding the A/C repair. We do seek to provide the best possible claim experience in a timely mannerI can see that your claim is open and your concerns are being
addressedThe contractor noted that the stop leak does not always hold the first time, but that allowing the unit to shut down for a brief time will let the stop leak do its jobI apologize that the dynamics of the repair were not explainedWe do not want you to feel like you are not being heard or that your concerns are not validI apologize that Landmark left you feeling frustrated in this regardThe system shows your claim as being open and I see that you have been communicating with your claims managerIf there is anything that you are still needing, please feel free to contact me for assistanceBest wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

*** ***, Thank you for the information you have providedI have carefully reviewed the claim as well as the complaintI have looked into your past service requests as well as your contract historyWe are lucky to have you as a loyal homeowner within what we consider, The Landmark
FamilyIn reviewing the pictures that were taken as well as the diagnosis, we did deem this as a failure due to lack of maintenanceThe blower motor's capacitor can definitely fail if it is struggling to blow air through the systemThe blower's "squirrel cage" will accumulate matter which is adding weight to it as well as causing a higher current draw from the motorFilters and evaporator coils will definitely get dirty when renovations are going onIt doesn't take long to cause an airflow restriction which will put a strain on any motorHowever, due to the loyalty you have shown Landmark and the research I was able to find, we are willing to reimburse $We appreciate your business, and the opportunity to review this claimWhile reimbursement is not customary for Landmark we are happy to make sure our homeowners are taken care of in the most equitable way possibleWe apologize for the frustration you have had, and we hope that in the future we can make your experience the best possible

Hello ***, Thank you for the opportunity to review your concernsYou were sent a direct email from my associate, CandaceShe researched your issue and her email is copied belowFrom: Candace P*** Sent: Wednesday, May 10, 7:AM To: '***'
Subject: ***// *** ***// *** ** *** *** ***, I appreciate you reaching out to Landmark Home Warranty via Facebook and the Revdex.com to address your concernsI am concerned you have had a negative experience and so a complete review of your contract and service request have been completedI do show that you attempted to open a service request May 6th at 9:25PM MSTThat reached us on Saturday, in which a member of our afterhours team emailed you for additional informationIn your complaint, you advise that you provided the information on Sunday 5/I am very sorry that you were not responded to, as that agent only works specific times and datesTherefore, your information had not yet been received when you called on MondayI do see that when you spoke to the agent on Monday, he was able to open the request and assign a contractor to youThat appointment is scheduled for Friday I understand that at this time you have not been satisfied with the service providedShould you choose to continue with the cancelation, we will cancel your current service request as wellThis may delay service even furtherLandmark always tries to represent the warranty in the most equitable way possible while adhering to the strict guidelinesI am happy to get you to the correct department for cancellation if that is what you are still requesting Thank you, Candace P*** cp***@landmarkhw.com I apologize for the poor service experience and hope that you will allow us the opportunity to provide a positive service experience in the futureThank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Complaint: ***
I am rejecting this response because: Yes- Landmark made me reinstate so I could get a refund check for service callSo far Ive been charged agsin but waiting on them to do the right thingStill waiting
Sincerely,
*** ***

Dear Mr
***,
Thank you
for giving us this opportunity to address your concernsIt is my understanding
that you are requesting that Landmark Home Warranty replace your water heater
due to the popping noises it is makingPlease allow me to explain why we
cannot fulfill that
request
According to the contractor that visited the
home, on 11/12/2015, he was able to run a full bath while operating the washing
machine and the unit continuously produced hot waterIn his professional
opinion there was no mechanical failureAs stated in our contract:
“LHW will provide service on listed covered
systems or appliances that: have become inoperable due to usage after
the Effective Date of this Contract.”
“THIS CONTRACT DOES NOT COVER: 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.”
Since the water heater is producing hot water
and the only problem is a noise, an item which Landmark does not provide
coverage for, we will not be able to provide a replacement until the unit stops
operating due to wear and tear. It is true that your home warranty package
will cover for sediment damage and that if the unit fails because of
wear and tear and/or sediment build up, then coverage will be provided
I hope this helped explain why we will not be
fulfilling your request at this point in timeAs a Landmark Home Warranty
customer your understanding of the coverage is very important to mePlease let
me know if you have any additional questions or concerns
Thank you,
Kristen B***
Public Affairs
***@landmarkhw.com

Complaint: ***
I am rejecting this response because: Landmarks response has not changed since the first complaint I sent to themI do not accept their explanation of their error, they are refusing to pay the amount of the maximum for the repair of $The cost of the repair is $3,so far, and I have already paid $to get the repair startedThe amount Landmark is willing to pay is only $500, which is not the stated amount in the contract
I sent the Revdex.com a copy of the contract, and I received an email from Candice P*** at Landmark yesterday (2-21) asking for a copy of my contractI assume you sent her a copy of my reply to you, including my contractI cannot believe that as of yesterday Landmark could not locate my contract
I want this escalated through the Revdex.com if possibleIf you cannot do this, let me know and I will determine what actions are available by contacting Deceptive Trade Practices through the Texas Attorney General's office
Thanks for your assistance in this matter
*** ***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: no one has provided this information to meWhat contractor is landmark talking about? As the Home Warranty company this information should be conveyed to the customerMilitary Air told me Landmark would expedite the repair because they would receive their money back then they forfeited the repair Why did I pay the Military Air $70.00? Do I contact a contractor or use Temperature Pro that Landmark schedule for the repairs?
Sincerely,
*** ***