Landmark Home Warranty, LLC

Hello ***, We are sorry that the handling of your complaint has led to your poor opinion of LandmarkWe stand by our review of your claim and complaintI am sorry that I cannot offer a more amicable resolution for youBest, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Hello ***, I apologize for your continued frustrationJazmine is working on your issue and is the only contact for your claimYou can reach Jazmine at 1-866-306-x: I am sorry that I cannot be of more helpBest, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Hello ***, For your complaint to be considered for further review, Landmark requires that you provide a signed invoice and proof of payment from the work done by your own contractorYou may attach the documentation to the email belowRegards, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Complaint: ***
I am rejecting this response because: While Landmark did arrange to have the contractor return to my home, they are refusing to cover the cost of the repair I am still completely dissatisfied with the way that Landmark has handled this case, and realize that they're more interested in saving a buck than taking care of a customer.I am now considering legal options to recover what it will cost to repair what should have been covered under the warranty.Sincerely,
*** ***

Hello *** & ***, Thank you for your additional email to Landmark yesterdayEveryone received the email and your concerns were again reviewedI represent everyone with this response to your emailI understand that the offer of a 24-inch replacement was very frustratingI am very glad we
could review capacity and increase the size of the unit offeredPlease allow me to clarify the warranty as it pertains to your issuePer the Essential Plan Warranty: Section ANumber 4: LHW will determine, at its sole discretion, whether a covered system or appliance will be repaired or replaced* Landmark determined that a repair was not optional and authorized the replacement of the unit, at this time a Cash in Lieu is also offeredThe Cash in Lieu is worked up and offered so that a homeowner may choose to upgrade from the basic unit offeredSection ANumber 8: LHW reserves the right to repair and/or replace systems and appliances with non-original manufacturer parts, including rebuilt or refurbished partsWe are responsible for providing installation of equipment comparable in features, capacity, and efficiency, but not dimensions, color, or brand. * Again, Landmark reviewed capacity and offered the 30-inch ovenDemands have been made for a unit that includes extra accessories and is outside the parameters of warranty coverageFeatures: What is on the control panel, it could be knob, dial, touchscreen, the ability to control the unit, etcCapacity: cubic ftof the unit (not dimension) Efficiency: How it cooks…like broil, bake, convectionAgain, the additional requested items are accessories and not something Landmark will cover for, or replace under the warrantyThe only option offered to you is a Cash in Lieu for a 30-inch double oven unit at our cost plus the cost of one hour of laborThe Cash in Lieu has been the only offer because we will not provide nor cover for the additional accessories requestedWe will not provide the upgraded unit through our supply house or for cost through our supply housesSection ANumber 9: LHW reserves the right to provide cash in lieu of repair or replacement when an item is not repairable and a replacement item is no longer availableThe cash in lieu amount is the dollar amount LHW would pay (which can be less than retail cost) for parts and labor of said covered items, less the incurred cost of the contractor’s diagnosisOnce cash in lieu is provided, LHW is no longer responsible for repair or replacement of the system or appliance for the duration of the Contract*The unit you have requested is not covered, and NOT available for replacementWe reserve the right to provide a Cash in LieuThis has been offered multiple timesLandmark is in complete compliance of the warranty contractI hope this information clarifies the position of LandmarkLandmark has offered the Cash in Lieu and we will not offer any additional items or increase the Cash in Lieu amountThis response has been reviewed and is supported by everyone you have contacted here at LandmarkI am sorry we did not meet your expectation on this claimWe follow the contract and provide coverage on listed itemsPlease feel free to contact me if you have further questionsRegards, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Dear Mr
***,
Thank you
for giving us this opportunity to address your concernsIt is my understanding
that you are requesting that Landmark Home Warranty send a different contractor
to the home and waive the service call feeLandmark is honoring this request
On
02/08/Landmark
assigned a new contractor, waived the service call fee and
provided the new contractor with the contact information for the tenant, as requested
Please accept our sincerest apologies for the lack of service on behalf of the
first contractorAt this point in time they are no longer a business partner
of Landmark Home Warranty
If you
need any additional assistance please do not hesitate to contact me directly
Thank you,
Kristen
B***
Public Affairs Manager
***@landmarkhw.com

***, I have reviewed the issue you posted on the Revdex.comYour service request was not handled wellI would like to sincerely apologize for this entire eventYou are a valued homeowner and should have been treated as suchI am happy to reimburse the $with a HUGE apologyI will process
the check todayIf you have any further questions or concerns, please don't hesitate to reach out to meI am happy to help in any way that I can. Best Wishes,Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

Hello ***, Thank you for the opportunity to clarify the warranty as it pertains to your concernsI am sorry that this has been such a frustrating experience for youI understand that it is unpleasant to find out you have out of pocket costs that you did not expect, or that an item is not covered under the warrantyAs I understand your concern, you want to know where the CIL amount came from, and/or why the unit will not just be replaced under the warrantyPer the Warranty: DTHIS CONTRACT DOES NOT COVER: #- 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 The CIL amount was based off of a “like” unit at our supply house costs, plus one hour of laborThe CIL has been offered because it has been determined by Landmark that this is the only option at this pointPer the contract, we reserve the right to provide a CILI do understand the frustration as this is not something you expectedLandmark has provided service within the warrantyYou are very welcome to contact the Claims Department for additional clarification on this service requestYour concern has not been taken lightlyWe honestly do our best to take excellent care of our valued homeownersBest wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

5/11/Mr***, I do understand your frustrationThe leaking faucet or pipe is still not considered an emergencyThe water to the home can be turned offTurning off the water prevents ongoing damage until a contractor can be sentPer the contract: CTO REQUEST SERVICE #Under circumstances, LHW will initiate the performance of services within hours after the request of the Contract HolderIn the event of an emergency, we will make reasonable efforts to expedite service within hoursAn emergency is defined as a failure resulting in 1) Plumbing failure that causes interior flooding; 2) a complete loss of heat or A/C in extreme temperatures; 3) A condition that immediately endangers health and safety; 4) A system failure that is causing ongoing damage to the homeIf you should request us to perform a non-emergency Service Request outside of business hours, you will be responsible for payment of additional fees, including overtimeLandmark received the diagnosis from the contractor on 5/10/The contractor stated; “Checked upstairs, guest bathroom, shower no leaks found the tape and bed is pulling off wall maybe from moisture or just wasn't glued very well when they built home but no leaks on the pipes behind wall”While I am not questioning that there was a possible leak, the tape and bed pulling off is not covered under the warrantyThe issue is considered a lack of maintenancePer the contract: 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 AdjustmentsYour feedback is important to LandmarkYour concern is 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 expectWe 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 homeownersElise N** | Senior Reputation Specialist | Landmark Home Warranty ***

Hello ***, I received your Revdex.com complaint and would like to address the concerns you statedI am sorry that Landmark did not meet your expectation of service on this claimI understand you are disappointed and frustratedI am sorry to hear that you have an issue with you wiringYou will
need to contact the contractor directly to address the issueThis is not something Landmark covers for Per the Warranty: DTHIS CONTRACT DOES NOT COVER: #- Consequential or secondary damage, including consequential damages due to a service contractor’s conventional repair efforts of the primary itemI understand that you feel the contractor took a remote when he leftWhile you may have found the same unit online indicating that remotes come with the unit, that refers to a consumer purchaseWe obtain parts from supply housesThe same unit does not necessarily come packaged the same as a consumer unitThe contractor said that not only did he leave the remote that came with the system, but he programed the remote from your old system so that you would have remotesOur contractor reported that he tested the door a few times and it was working when he leftYou indicate that the door came off the trackI can understand that this was frustratingThis would also be something you contact the contractor directly forLandmark does not cover for issues with the door or the track Per the warranty: GARAGE DOOR OPENER COVERED: Motor; capacitor; eye sensors; switches; receiver unit; carriage; push arm; hinges; keypad; springsEXCLUSIONS: Garage doors; remote transmitters; chains; cables; adjustmentsI understand that you feel another contractor should come to your homeWe recommend that you contact the first contractorThere is not an issue that is covered on the warrantyYou may purchase garage door remotes at home improvement storesThere is not a 2nd remote to supply, and per the warranty, remote transmitters are not coveredI am not able to verify the wire issuePlease contact your contractor to returnI assure you that your feedback is important to Landmark and your concern is 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 expectI 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 homeownersElise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

*** ***, I appreciate your feedbackI also appreciate that you are giving us this opportunity to review the claim to best determine how to assistUpon opening the claim you advised that the bearing was out on the circulating pump, indicating that there was a failureWhen the contractor
went out, there was not a failure but a noiseWe understand that this indicates that something may fail soon, however the terms of the warranty are specificThis is so that all claims are treated equitably, and all homeowners receive the same coverageAService OverviewLHW will repair or replace systems and appliances mentioned as covered that: aAre in proper working order on the effective date of this ContractbHave become inoperable due to usage after the effective date of this Contract and are reported during the term of this ContractcAre properly installed and located within the perimeter of the main foundation or detached garage, except those noted with an "*" In this clause it states that the unit must be inoperableAt this time your unit, while noisy is still able to circulateI understand you are frustrated with the outcome of this claimI apologizeLandmark is held to strict state regulation and must adhere to the contract terms as they are written Thank you,

***, The compressor has been installedThis has been resolved. Thank you,

Complaint: ***
I am rejecting this response because: As stated in the original complaint, the primary issue is not that the claim was denied The primary issue is that after the claim was denied, we were provided a written quote from Landmark to repair the problem The final cost was 3x the written quote When a written quote is provided (not an estimate, a written quote for repair) the final cost cannot be 3x the quote The Landmark employee providing the quote admitted his error but refused to make it right financially for the client We have received $of the nearly $owed The client simply seeks the remainder of the balance of the overcharge
Sincerely,
*** ***

Hi ***, I apologize for this frustrating service requestYou are a valued homeowner and Landmark always seeks to provide a positive claim experience in a timely mannerI understand that you have been working with Debbie BShe has been able to off you the cash in lieu for this claimShe
processed the CIL yesterdayThank you for your patience and you are very welcome to contact me with any further questions or concernsBest wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

Complaint: ***
I am rejecting this response because:i have a contract that expired July You can't even get facts right That is triuble with your companyNo one knows what is going on with contracts.
Sincerely,
*** ***

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

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. However, I would prefer they pay the company to fix it, rather than pay me the cash, because I may not be able to get the issue resolved for the same pricing. Thanks
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 provide a reimbursement in full for the invoice from the
out-of-network contractor who performed the plumbing repairPlease allow me
to
explain why Landmark cannot fulfill that request
On 2/16/the claim was opened with the
information:
“Home
owner ran the bath tub last night, and noticed a severe amount of water leaking
from the ceiling in the basementAdvised home owner that we will have a
contractor come to check the pipes, and that we do not pay to gain access.”
The in-network contractor visited the home on
2/17/After they arrived at the home they provided Landmark with the
following information:
“When
the techs arrived at the home they saw as soon as they went in that there is
CATEGORY all over the home (sewage water), Home owner informed Martin that he
already has a restoration company going to there to take care of thisBut
martin cannot send out his technicians before the restoration company goes out
there for Health and security purposes since they are their employees.”
Landmark was under the assumption that it was
agreed that once the restoration company visited the home that the plumber would
immediately return to provide the repairLandmark was never informed that an
out-of-network contractor was being contacted until after the repair was
completedAs stated in our contract:
“We
require you to contact us so we may have the opportunity to select an
INDEPENDENT CONTRACTOR to perform the service.
We will not reimburse you for services performed by your own contractor
without prior authorization.”
Landmark could have either contacted a
different in-network contractor, or approved the use of an out-of-network
contractor if no other in-network contractor was available, however, Landmark
was not given the opportunity to provide this service
At this point in time Landmark could either provide
a $reimbursement for the repair, which is our negotiated rate with the
contractor for a cable snaking, or Landmark will honor the request for
cancellation of the contractSince no work was performed, and it is within the
first month of coverage, Landmark will be able to provide a full refund for the
home warranty contract
Please let us know how you would like to move
forward as it is your right to cancel, or accept the services Landmark can
provideIf you have any additional questions or concerns please let me know
Thank you,
Kristen B***
Public Affairs Manager
***@landmarkhw.com

Mr***, I was able to discuss the issue with a customer relation managerWhen he looked at it from your point of view he agreed that we need to send out another contractorYou will be contacted by a claims manager within to hours to set up the 2nd opinion visitI really appreciate your patience in this matterI will be following up on my end to make sure you are being taken care ofIf it ends up being a septic issue, we cannot cover itI appreciate that you gave me the opportunity to review this issuePlease feel free to contact me with any question or concernsBest Wishes, Elise N**

Complaint: ***
I am rejecting this response because:
All they did was refund the service contract price because I was within the day cancellation periodNow I have to go to a different company for a warranty and I'm out $The other plumbing company didn't have a problem fixing the issue before restoration cameI had no choice but to get a different plumber out there which all the employees I talked to in your company understood and were "so sorry, and "I completely understand why you did that" yet here I am getting the short endGood thing is I'm in sales myself and have a very large network with realtors and will advise to stay away from your company in the future.
Sincerely
*** ***