Landmark Home Warranty, LLC

Hello ***, Please accept my sincere apology on this service request denialI want to assure you that your feedback is important to LandmarkYour concern was not taken lightlyWe 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 expectWe know it can be frustrating when something is not listed as a covered item under the warrantyI do understand that this has been inconvenient and frustrating for youWe honestly do our best to take care of our homeownersElise N** | Online Reputation Manager | Landmark Home Warranty ***

***, Your complaint has been receivedWe will send the contractor back out to determine if your indoor unit is working or notFrom there we will assess the optionsThank you, Candace P***

Hi ***,I apologize for this very frustrating situationI can see where the problem stems from and I would really like to see what I can do to help youThis has been brought to the attention of our Claims Management DepartmentThey 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 warrantyIf you could please reach out to myself directly at *** I would like the opportunity to acquire more information and provide an appropriate resolutionYour feedback is important to Landmark Home Warranty and we do not take this lightlyI look forward to hearing from you soonThank you,Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

Dear ***, I understand the frustrations this has brought youAs I had stated, the service call fee could have been paid to the contractor if that is what you had preferredIf this concern was brought up at the time of payment, I would like to go into details to ensure the necessary training is done with the representative who did not allow you to pay the contractor Per the warranty, under circumstances, services would be initiated within hours of the initial requestThe request was opened in the evening of 02/28/and cancelled in the afternoon on 03/01/The opportunity to reach out to the contractor to assist you was not given to Landmark We are sad to lose a valuable homeowner but respect your decision to not return to LandmarkPlease let me know if you have any further questions Respectfully, Tiffany N*** Customer Relations Manager [email protected]

Complaint: ***
I am rejecting this response because: This is still in processRevdex.com said I have days to respond, but we still do not have a new furnaceLandmark finally accepted their contractual responsibility to replace the furnace, but we are now almost three weeks into this processThe furnace is scheduled to be replaced tomorrowI have put probably or hours of my life into getting Landmark to cover what the contract says they coverOnce the furnace has been replaced and everything has been processed and paid for I will consider accepting this responseBut from my scores of interactions with Landmark, I have learned to not trust them
Sincerely,
*** ***

From: Elise N** Sent: Thursday, July 21, 3:PM To: '***' Subject: SR # *** Hi ***, I wanted to thank you for your patience while the matter was reviewedAt this time, I am refunding your service call fee and I am covering the warranty cancellation feeYou will receive a check for $It should mail out on Tuesday and be received within business days I understand that Cheyenne has been working with you as wellShe let me know that the contractor will be finishing the job ASAP If you have any further issues or concerns, please do not hesitate to contact me Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

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

Hi ***, I know this is a very frustrating situationI apologize that we have not been able to help youI have read your explanation and I would probably be frustrated as wellI am re-submitting your service request for another review by an Operations ManagerWe go off of the contractor’s diagnosis as they are our eyes and ears in the fieldIt will take about business days to complete the review and then you will be contacted by a Claims ManagerI apologize for not meeting your expectations on the claimWe honestly do our best for our valued homeownersBest wishes, Elise N** | Senior Reputation Specialist | Landmark Home Warranty ***

***, We have refunded your service call fee, as Landmark does understand the situation you have been placed inWe are working to determine if emergency service is available at this point in timeOnce we have confirmation, we will reach out to you for an updateI understand this is frustrating and we will do all we can to assist with this, while following the terms of the warranty as they are writtenI will be in touch with you through this process to be sure this gets resolved Thank you, Candace

***, I understand you are frustrated that more probing questions were not asked in order to determine proper coverageClearly, you feel as though you have wasted your timeLandmark agrees that this service request should not have been openLandmark recognizes the opportunity for human error and
have refunded the service call feeI apologize that we are not able to do more in this situationYou are a valued homeowner to LandmarkThank you for providing this feedbackIt will only help Landmark improve our services next timeThank you, Candace P***Online Reputation Managercp***@landmarkhw.com

I am very sorry to hear about this frustrating situationI can see why you would be disappointed, and I want to assure you that we will make every effort to expedite this claim resolutionI 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 am sorry that we have not provided that for youYour feedback is important to Landmark Home Warranty and we do not take this lightlyBoth of the Claims Managers on your service requests have been notified, and will work towards a speedy resolution

*** ***, Thank you for providing Landmark Home Warranty with this feedbackThis has been brought to the attention of our Contractor Relations DepartmentThey will address this situation with the associates and contractors involvedWe apologize about any delays/or disappointments in
service and want to assure you that management is doing everything possible to ensure that a situation like this does not occur againWe always seek to provide a positive experience in a timely manner for our homeowners. I see where you spoke with a manager, and he offered to send a different contractor, however was refused as we will not refund the service call feeShould you choose to cancel the service request I can refund it, however the service call fee is due per the contract terms when a service request is openedI know that this was frustrating for youI apologize that you were not satisfied with the service providedLandmark takes your complaint very seriouslyWe will always seek to assist you in any way possibleIf you have any questions or concerns, please feel free to reach out to me directlyThank youCandace P***

From: Elise N** Sent: Wednesday, June 15, 4:PM To: '***' Subject: SR # *** Hi ***, I received your complaint on the Revdex.com site and wanted to apologize that this A/C issue is continuingI want you to know that I am working with customer
service to get this handled right awayIt looks like Landmark was waiting for a diagnosis from the contractorI have asked a claims manager to folltodayWe will contact you as soon as we can and provide an updateI understand how frustrating it is to be hotI would also be frustrated if this issue was something I had to deal with every summer for three yearsI assure you that we will do everything we can to close this claim to your satisfaction right awayPlease feel free to reach out to me directly should you have any questions or concerns Best Wishes,

Complaint: ***
I am rejecting this response because:I have read and understood the contract and all the
references by Land mark on the response has nothing to do with AC leak text
Diagnosis must be perform before you can tell if the leak is contained in the
area where the Freon line is embedded within the wall of the house which is the
part that is excluded in the contractAt present, there is no way for you to
determine where the Freon is leaking from. One of the first steps of
determining low Freon on an ac unit is Freon testIf your company do not
provide this necessary first step of diagnosis of the most important appliance
in a house, why are you in this businessIf you really wanted to exclude this
item from your contract, why is it not included in the Exclusion section of the
worthless contract you are providing your customersAll the sections of the contract
you referred to in your response has nothing to do with AC Freon leak testYou
do not need any wall access to perform Freon testThat section you are referring
to is for plumbingIn the case when access is need for behind the wall
plumbing workFreon test is performed on the unit outside and leak detection
instrument is used to find where the leak is coming fromIn the unit outside or
in the unit in the attic99% chance is usually, the leak is within the unit
outside or the unit in the atticIf for any reason the leak is found to be
inside the wall, then your exclusion can be claimedAt this juncture, you must
prove that the leak is not within the
unit outside or within the unit in the attic which will be considered leak in
accessible Freon line
All the sections you pointed out on the contract have
nothing to do with AC or anything to do with leak test or Freon leak test
Implied or not implied
I have requested to speak with the upper management of
your company several times, but, have been giving nothing but a run around
Landmark is not an honest company doing business in
good faithIf a company will go this length to save less than $(because
this is about how much it will cost the company because of the discounted plan they
have with the contractors) this company is not worth serving the publicI will
do everything within my power to see that you perform what your contracts says
Sincerely,
*** ***

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

Dear Ms***,
Thank you for giving us this opportunity to
address your concernsIt is my understanding that you are requesting that
Landmark Home Warranty refund the payments you have made for your home warranty
servicesPlease allow me to explain why we cannot fulfill that request
and
what we are willing to do in order to provide a reasonable resolution
Due to your feedback and concerns, Landmark
reviewed the invoice from the work completed outside of the home warranty and
spoke with the contractor who completed the workTheir diagnosis was different
from the contractor Landmark sent and while they could see why the first
contractor concluded lack of maintenance they also assured us that the repairs
they made were due to wear and tear and could not have been avoided if
the coils had been cleaned
Because of this additional feedback we are
addressing the alternative diagnosis with the first contractor and we are
prepared to reimburse you for the out-of-network invoice as long as there is an
active Landmark Home Warranty contract in placeIt is true that sometimes
contractors make mistakes and that is why Landmark is always willing to accept,
and review, second opinionsIf the second opinion is valid Landmark will take accountability
for any mistakes, as we are doing with this situation
At this point in time we have offered the
refund in accordance with the activation of your contractIf you would like to
move forward, please respond at your earliest convenience and we will get this
completed for you
Thank you,
Kristen B***
Public Affairs
***@landmarkhw.com

***, I assure you, it is possibleWe have provided to you the cash in lieu as per required by our contractUnfortunately, as we have national contracts with national vendors, the information on pricing cannot be disclosed directly to youShould that information get leaked, Landmark faces losing a vendor that provides outstanding service for all of our homeownersAdditionally, the low costs that we pay on behalf of our valued homeowners allows Landmark to keep our contract prices affordableIt is the opinion of Landmark that this case was handled accordingly and that all terms within the contract were followedLandmark is not at liberty to disclose pricing to homeowners I apologize for your frustrating claim experienceIt is always frustrating to have expenses that you did not plan forI 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 want to assure you that management is doing everything possible to ensure that our valued homeowners are taken care of within the warrantyYour feedback is important to Landmark Home Warranty and we do not take this lightlyBest wishes

Mr***, I apologize for the very late response to your concerns with the Revdex.comI had to leave town on a personal emergencyI am very sorry for the frustration regarding your claimI understand how difficult it is when you have costs that were not expectedI want to assure you that I reviewed
your service request thoroughlyI would like to resolve the issue by siting the contract in hope to clarify the reason for the denial Per the warranty: CTO REQUEST SERVICE #- We require you to contact us so we may have the opportunity to select an INDEPENDENT CONTRACTOR to perform the serviceWe will not reimburse you for services performed by your own contractor without prior authorization We ask that the contractor we hire diagnose the issueWe cannot know if the issue was a direct result of the unit being taken apart or wear and tearYour taking off the door and handling the circuit board is considered an attempted repair DTHIS 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 Mr***, I do understand why you are frustrated and I am very sorry that Landmark was not able to meet your expectations on this claimPlease know that your concern has not been taken lightlyWe always stick to the contract and all covered items every timeWe follow the procedures with each of our homeownersWe follow the guidelines of the contract as to be equitable to all of our homeowners I know it can be frustrating when something is not listed as a covered item under the warrantyI understand that this has been inconvenient for youWe honestly do our best to take care of our homeownersBest, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

Complaint: ***
I could not wait any longer for this issue to be resolved as my dryer was no longer drying my clothes since the exhaust fan was not working I went ahead and purchased a replacement and installed it myself I'm attaching a copy of the invoice for reimbursement I'm expecting $- $(the service call fee) for a total of $ A check sent to my home address will suffice
Sincerely,
*** ***

Ms***, I received your complaint today via the Revdex.comI appreciate you giving Landmark the opportunity to address your concernsI have researched what occurred during this situationI apologize for any perceived delays in servicePlease know that Landmark always seeks to provide a positive
experience in a timely mannerI cannot help but note that your contract expired on 1/11/This is the first communication with Landmark since 1/28/I am happy to address your posted concerns and reference the warranty as it appliesYour warranty contract was our Standard packageThe Standard package includes the following coverage under the warrantyI want to make sure you understand the issues in regards to your complaintPer the contract: 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 thermostatNOTE: 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 including Air Handling Transition, Evaporator Coil, Refrigerant Lines, Secondary Drain Pan and Line, Plenum, Duct Transition and Indoor ElectricalIf Rparts 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 compatibilityEXCLUSIONS: 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 NON VISIBLE COIL LINES, ZONE CONTROL SYSTEMS, CHILLERS, PRE-COOLERS, FREON RECAPTURE/ RECOVERY OR RECHARGE Your policy did indeed include “unlimited A/C & Heating Units”As clearly stated in the warranty that references the amount of units we will repair/replaceIt does not state that there is an unlimited amount of money to repair or replace the unitAfter your service request opened, Landmark sent several different contractors to your home to diagnose the issueThere were some concerns and our contractors try very hard to make an accurate diagnosis, so that the homeowner doesn’t have to cover a large amount of “out of pocket costs” for modifications that are not covered under the warrantyI do understand the frustration that the unit was not immediately repairedThere is an expectation of service when a homeowner places a claimAgain, Landmark wanted to be sure what the issue was regarding the unit, before significant out of pocket costs are required for modifications or upgrades to bring a unit to codeThere was an extensive search for the parts to repair your unitDespite Landmark’s efforts, the parts could not be found as they were no longer produced and generic parts could not be usedDue to the age of the unit, it was determined that the entire unit would be replaced by LandmarkPer the contract: Bottom of contract page - If the part or service required does not affect the functioning of the working unit, it is not coveredThis contract covers only the items mentioned as covered and excludes all othersCoverage is limited to one system or appliance (unless specifically noted or additional options purchased)Please refer to the ExclusionsDTHIS CONTRACT DOES NOT COVER: #CODE UPGRADES/ TOXIC MATERIALS/ PERMITS/ DISPOSAL: If upgrades are required, LHW cannot perform service until you complete corrective workIf 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 permitsLHW 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 equipmentWe reserve the right to repair and/or replace systems and appliances with non-original manufacturer’s parts, including rebuilt or refurbished partsWe reserve the right to obtain a second opinion at our expenseWe 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 brandWe are not responsible for the cost of construction, carpentry, or other modifications made necessary by existing or installing different equipmentWe 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 laborPayment 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 serviceIf we provide reimbursement or cash in lieu of service the approximate time to issuance of a check is business days#LHW is not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system, or appliance, or component, or part thereof, or with new type of chemical or material utilized to run the replacement equipment; including but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by Federal, State, or Local Governments (except noted in Central Air Conditioning)I understand that you were frustrated and disappointed with how long it took to try and track down the parts to repair your unitIn the contract (#10), it clearly states that Landmark is not responsible for a delay in obtaining parts or replacement equipmentYour service was provided under the contract, and Landmark followed proceduresI see in our system notes that you did not care for the unit that Landmark was going to replace your unit withIn the contract you are made aware that Landmark does not upgrade the unit, we only match for equipment that is comparable in features, capacity, and efficiencyYou wanted to know why the contractor wanted to move your unit to a different wallYou were told that this would be an additional out of pocket expensePlease refer to Section - 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 permitsLandmark gave you the option of replacement under the warrantyYou did not care for the unit we offeredThe only other option per the contract is a Cash in Lieu (CIL)I understand that you were disappointed with the amount offeredIt is frustrating to find that your expectations cannot be metThe contractor gave you an estimate at their costIn the warranty under #- When providing cash in lieu of replacement, installation is limited to one hour of laborPayment will be provided based on our negotiated rates with our Independent Contractors and Supply Warehouses, which may be less than retailLandmark does receive a discount due to the high volume of replacements/repairs we provide to our homeownersAgain, I apologize that the amount of the CIL was not what you expectedThe CIL was worked up for what Landmark would pay to replace the system and one hour of contractor laborMs***, you were offered a brand new unit that would be covered under a manufacturer’s warrantyYou chose not to go that routeThe other option, per the contract was a CILThe amount of the CIL was fair in relation to Landmarks pricesThe amount of the CIL is held to the standards which are clearly stated in the contractWhen you accept a CIL, you are responsible for the replacement or repair of your unitLandmark is not responsible for what you paid for a retail unitThe choice of unit and priced paid for said unit falls to the homeowner once a CIL is acceptedLandmark is not responsible for the difference of a unit provided at our cost and the unit you chose to buy at retail pricesWe will not pay the $I understand that you were disappointed in your service experienceYour claim was handled in a fair manner and with every intention to save you, the homeowner, additional stress or discomfortHere at Landmark we strive to do our best every timeYour feedback is important to LandmarkYour concern was not taken lightlyWe 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 homeownersI 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 plan forI understand that this has been inconvenient for youWe honestly do our best to take care of our homeownersI appreciate your patience while this matter was reviewedBest wishes, Elise N** | Senior Reputation Specialist | Landmark Home Warranty ***