Landmark Home Warranty, LLC

Dear Mr***, As we do work with our independent contractors, they do not work for LandmarkTherefore, not all information may be relayed between the two separate entitiesThis information should have been relayed to Landmark at the time of the initial approval on the first unitAs this was not told to Landmark, we were unaware of this concern until recent events occurredLandmark recognizes the first contractor did not properly diagnosis the unitTherefore, the second contractor was sent without any additional charge to the homeownersLandmark has taken full responsibility in the cost for parts and labor on compressors, an evaporator coil, a bi-flow drier, a liquid line drier, a thermal expansion valve, and $20.00/lb of R-freon (lbsneeded)I see that on 01/04/18, the out of pocket costs was approved by you with a customer service managerAn appointment for repair was set for this morning (01/09/18)Due to the approval to move forward with repairs, the cash out option is no longer something I can offerAt this time, we are waiting on the confirmation for the repairs/replacements being completedIf for whatever reason the unit fails again, the homeowners have days to submit for a recall ticketThis will allow the contractor to go back to the home to check their work at no additional cost to the homeownersLandmark is fully within our guidelines of the out of pocket costs for Freon charged to the homeowners“IHome Systems Plan AIR CONDITIONING* & HEATING SYSTEM COVERED: All components and parts of the following air conditioning and heating systems: ducted electric central air conditioning systems; forced air, gas, or electric central heating systems; air source heat pumps; all mechanical parts thereof, including but not limited to thermostats and leaks in accessible refrigerant linesRefrigerant recovery, recapture and recharge limited to $per poundMultiple units covered.” If you still wish to continue with mediation, we fully respect your opinion to do so Best Regards, Tiffany N*** | Customer Relations Manager | [email protected]

Revdex.com:
complaint ID ***Yes, my refrigerator is finally fixed after MONTHSI am glad it is fixed and still disappointed that I had to get Revdex.com involved to get this resolved.
Sincerely,
*** ***

***, After careful consideration and taking this to managers, Landmark has determined that while the inspections you provided indicated that the unit was working there was still two months in which unforeseeable issues could have occurredHowever in good faith, Landmark will reimburse you $for the compressor and labor to installThis is not retail costs, but Landmark costsWe know this will not cover all costs incurred, but we hope to helpPlease respond to me directly should you choose to accept with your property address and in which name to send this checkThe amount is not negotiable in this circumstance, as it is a benevolent decision from Landmark Home WarrantyThank you, Candace P***cp***@landmarkhw.comCustomer Relations Manager

Hi ***, Thank you for taking the time to express your concerns regarding your claim experienceI understand that the denial was very frustrating for youI 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 do understand that this has been inconvenient for youWe honestly do our best to take care of our homeownersWe have previously communicated by email and I can only restate the official answer from the managers that reviewed your claimFrom: Elise N** Sent: Tuesday, September 6, 3:PM To: '***' Subject: Review of SR # *** I had your service request and invoices reviewed by separate managersTheir findings are as follows: The home inspection was done on 6/and it clearly states that heat exchanger was not tested and was “unable to detect cracks/holes without dismantling unit.” Per invoice that was done on 7/it recommends repairs such as; furnace serviced and cleaning but does not indicate that it was actually doneOn 8/9, in the second invoice it states that they cleaned the evapCoil and did a furnace tuand they found that the center chamber had been compromised and they recommended that the whole furnace needs to be replacedOne day later on 8/the homeowner called in to Landmark and opened up the SR with usPer the home inspection report, it is noted that the heat exchanger was not testedBoth your contractor and ours feel that the furnace needs to be replaced due to this cracked heat exchangerSince our contractor stated that it is a pre-existing condition and the furnace has not been running all summer this will continue to be a denialPer the contract: ASERVICE OVERVIEW #- LHW 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 “*”#- This Contract covers only the items mentioned as covered and excludes all others and is subject to the limitations, exclusions and provisions stated in this contractDTHIS CONTRACT DOES NOT COVER: #- Repairs or replacement required as a result of fire, freeze, flood, or other acts of God; accidents; vandalism; neglect; misuse; abuse; missing parts; cosmetic defects; design flaws; manufacturer defects; structural defects; power failure, shortage, surge or overload; inadequate capacity; or damages due to pests or pets#- Repairs or replacement required as a result of failure to clean or maintain, according to manufacturer specificationsMr***, I am sorry that this service request did not meet your expectationsWe honestly do try to take excellent care of our valued homeownersI apologize, but the denial of coverage stands on this claimOperations reviewed it and they are not going to change the denialI know that this is not the news you were hoping to hearWe follow the contract and provide services within the contractWe follow these guidelines so that we can remain equitable to all of our homeownersShould you need anything else, please feel free to contact me at any time Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

Complaint: ***
I am rejecting this response because:Landmark has contacted me and given me options by claiming that per their contract they can force a cash out option instead of actually replacing my AC Unit that they originally contacted me with to fixI have been more then patient in this matter and even endured through the blistering summer in Dallas, TX where we were over degrees almost dailyI've contacted landmark nearly times on the phone and they've sent out 4-different companies all of which have all had different opinions on fixingI DO NOT find it acceptable that the company offered to fix my unit and replace it, and then over night when I contacted them questioning why I had to pay any out of pocket costs rescinded their offer and now are telling me my ONLY option is to take their cash out optionI sent emails to Kiley B*** asking for clarification on why they rescinded their offer to replace my unit and all I was told straight times was 'I do apologize we are not going to be able to fix the unitAs I previously stated the only option we have standing is that cash out of $for the one unit that is failing-per the contractorPer our contract we do have the right to give a cash out." No clarification of WHY they backed out of their offer of me paying $out of pocket to have the failing unit replaced has been given thus far to meNearly every company I've contacted other then landmark would've fixed this unit if I would've been warrantied with them. I find it appalling that I've trusted in my 'home warranty' company to actually help me and resolve this situation but instead have made it worseIf landmark agrees to completely replace the unit like Teri S***'s original email from 9/15/stated I will accept this resolution but until then I can't give my acceptance.
Sincerely,
*** ***

Hello ***,I apologize that Landmark has not met your expectation of service on this A/C claimThank you for giving Landmark this opportunity to address your concernsWe honestly do our best to provide every valued homeowner with a positive claim experience in a timely mannerI assure you that
your feedback is important to Landmark Home Warranty and we do not take this lightlyThis complaint has been escalated to managementIn a review of our system notes, I can see that you have been working with a manager, DebbieI can see that she is diligently working towards a resolutionI do understand that it is upsetting to find out something is not covered under your warrantyIt is always frustrating to have expenses that you did not plan forI want to assure you that management is doing everything possible to ensure that our valued homeowners are taken care of within the warrantyThank you,Elise N** | 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 ***, and find that this resolution is satisfactory to me.I have been out of town dealign with a family medical emergency Please forgive my delayed reply.I DO accept the business’ proposal to assign a new contractor to the issue Would you please note in the file that the customer IS satisfied with the outcome? I do not want to blemish the company’s record when it has done as I requested.Thank you,***

Complaint: ***
I am rejecting this response because: Your answer is not true. There is no lining on the tub. Further, if you had intended to exclude the tub, the honest approach would have been to state the tub was not covered. Unfortunately, your entire answer is a fabrication
Sincerely,
*** ***

Hi ***, I apologize that this claim is still a frustration for youI can sympathize and I do understand the issueI assure you that Landmark is doing all they can to take care of you right awayThe part required for the repair was special ordered and paid forOur parts department has been closely monitoring the shipment and receipt of the partLandmark does receive a significant discount from our suppliersHowever, this part was difficult to find and was on backorderI understand that the part is due to arrive any day and the contractor is ready to install immediatelyIf you have any additional questions or concerns, I am happy to helpBest wishes, Elise N** | Senior Reputation Specialist | Landmark Home Warranty ***

Hello ***, I apologize that this service request has not met your expectation of serviceYou are a valued homeownerWe always operate within the contractIt is important to be equitable to every homeownerI understand that the diagnosis on the dryer was noted as your exhaust booster fan was
badUnfortunately, this is not a mechanical component of the dryerYour dryer will operate without itIf I understand correctly, you believe the fan should be covered under electricalYour dryer is serviced by an appliance repairman, an electrician would not service itUnder Electrical coverage in the warranty, we do cover for bathroom fans, etc We do not cross service types and your claim will remain a denialPer the warranty: ELECTRICAL SYSTEM COVERED: Wiring; panels and subpanels*; plugs; switches and fuses; junction boxes; circuit breakers; conduit; exhaust fans; ceiling fansEXCLUSIONS: Light fixtures; wireless remotes; ballasts; telephone wiring; heat lamps; intercoms; alarms; electronic or computerized energy management or lighting and appliance management systems; doorbell and related wiring; chimes; saunas or steam rooms; smoke detectorsWASHER - DRYER (Per Set)................................................................$C COVERED: Mechanical components and parts that affect the operationEXCLUSIONS: Touch pad assembly; soap dispenser; knobs; filter; lint screens; venting; dials; interior thermal shells; trim kits; “all-in-one” washer/ dryer unitsLIMITS: $2,maximum to diagnose, repair, or replace (per set)Thank you for your patience while this complaint was submitted for reviewBest wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Complaint: ***
I am rejecting this response because:Your response is atrociousAgreeing to have the unit replaced with out the unnecessary slab can be done but we will not have a warranty on the work or the partsWho would choose to take that option?If anything was proven to be wrong with our slab, I would understand the need to replace it, however Military Air did not take any measurements or photos of the slab on the initial visit or the follow up visitOnce the technician who came out the second time determined the outside unit was the problem he left with out taking photos or measurements of the slabWe were told Monday evening that replacement of the slab would be part of replacing the outside unitWhen we asked why they simply said it was part of the deal and we could take it or leave itI called the technician who was at our house the day before and he said to me that he did not put replacing the slab on the work order and did not know why it was addedOnce we pushed the issue further we were told it was because the slab was not big enough for the new unitI went outside and measured it and the slab we have now is 48"x48" which was plenty large enough for the new unitWhen confronted with this new information Military Air then proceeded to tell us that there was not enough room between the unit and the houseI proceeded to show them photos with measurements to prove that the slab had plenty of space for the new unitWe were then told the slab was not level and that is why it had to be replacedI asked them to explain how they knew the slab was not level because they never took any of their own photos or placed a level on the slab while the technicians were at our homeThey told me they could tell it was not level by the pictures I providedIf the slab not being level is the only legitimate reason for it to be replaced then why were they trying to make us pay for it days before they even had photos of it? I have checked our slab and it is perfectly level and I have spoken to different companies about this issue and all of them have said there is no reason to replace our slab it is in perfect conditionI also asked what would happen if they installed a new slab and it begins to sink or becomes un-level and I was told that would be ok because it was a new slabI am not sure what sense that makesIf our existing slab being un-level could cause an issue then why wouldn't a new slab that became un-level not be an issue? Charging a customer for something that does not need to be done or offering them to have the work done with out the unnecessary work will result in the new parts not being covered if something were to happen is completely ludicrousI do not want to take a chance on the new unit breaking and not being covered because we chose to take the option of not installing a completely unnecessary slabIf we were to take that option that would leave the gate wide open for them to deny any future warranty claims whether it was caused by the slab or notWith all of the problems we have had with both Military Air and our own home warranty company I do not trust that either place will ever be 100% honest with us or anyone else for that matterI simply want our AC fixed with a warranty and in 100% working order with out being taken advantage of by our home warranty company or their "expert" contractorHad Military Air taken measurements and photos from the beginning and proven that our slab was unfit for the new unit I would have zero problems paying for the new slabI do not however, wish to pay for a modification that does not need to be done because of one made up excuse after anotherThe whole thing reeks of scam, fraud, and extortionI was even told by Issac at Landmark that some people pay up to dollars in uncovered costs and we should be thankful that ours is only a small amountWho would be thankful for being charged for unnecessary modification cost and services? So exactly what is the comfort in this statement? I purchased a home warranty for protection and the assurance that we would be provided a trustworthy contractor who provides timely and guaranteed servicesLets see if the even show up today?
Sincerely,
*** ***

Hello *** & ***, Thank you for giving me the opportunity to address your concernsI apologize for the frustrating claim experienceWe honestly seek to always provide a positive and timely claim resolution, while operating within the parameters of the warrantyI am sorry we were not able to
meet your expectations on this claimI see in our system notes that the Claims Manager agreed to refund your service call fee for the contractors visitIt is always disappointing to find out that you have out of pocket expenses, or that some repairs are not covered under your warrantyPer the warranty: A. SERVICE OVERVIEW 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 Exclusions KITCHEN REFRIGERATOR (Single Compressor)........................................................................⇄ COVERED: Mechanical components and parts, which affect the operationEXCLUSIONS: For Kitchen Refrigerator, BuiRefrigerator, and Wet Bar RefrigeratorRefrigerant Recapture/Recovery/Recharge, Touch Pad Assembly, Plastic Mini Tubes, Ice Makers, Ice Crushers, Beverage Dispensers and their respective equipment, Interior, Thermal Shells, Racks, Shelves, Removable Buckets and Trays, Food Spoilage, Trim Kits, Ice Maker Water Line, Freon or Coolant C: TO 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, except for where noted in SUBTERRENEAN TERMITE TREATMENTIn remote service areas an additional $fee will apply at time of serviceRemote service areas can be discovered by phone at 866.306.2999, or online at www.landmarkhw.com/serviceareaService 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-days For the reasons above, Landmark denied the repairsIf you have additional questions regarding your warranty, please don’t hesitate to reach out to us at 1-866-306-Your understanding of the coverage provided by Landmark Home Warranty is important to usYour feedback is important to Landmark as it is one of the greatest catalysts for changePlease know, we honestly do our best to take care of our homeownersBest wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

***, All of our calls are recorded for quality assuranceI have listened to the call in questionThe agent does not state that she would pay you for any work performed, but rather states she will have a cash in lieu worked upThat amount has been presented as an option for youAdditionally she states that she will review the invoices you send in from the different contractor Landmark is not required to reimburse for any services performed outside of the warranty, however we are willing to reimburse you for the freon that was put in your system, in which your contract coversThat would be a total of $There were three pounds of freon placed in your system and your contract only covers for $20.00/pound This is Landmark's final offer

***, I appreciate you allowing Landmark to review this claimYour specific examples have been reviewed by upper management to determine the best solutionLandmark is held to strict standards to uphold the terms of the warranty, so as to remain equitable to all homeownersI see you are
requesting full replacement of your evap coil, based on the theory that Sunrise Home Services, an independent contractor, damaged the unitAnd as you provided the information to Landmark for review, where the evap coil would have been replaced through Landmark and Sunrise Home Services (less the out of pocket expenses), you provided documentation that the leak was not wear and tear and possibly caused by secondary damage (damage caused by the contractors initial repair)The contract terms prevent Landmark from working on this unit any further, based on documentation you provided to LandmarkThe contract terms Section Dwhich is titled “THIS CONTRACT DOES NOT COVER” #it states: consequential or secondary damage, including consequential damages due to a service contractor’s conventional repair efforts of the primary item.” Additionally, Section ASERVICE OVERVIEW #LHW 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 "*" At this time, Landmark recognizes that there is an opportunity to move forward with a benevolent decision to continue the offer of the initial cash in lieu of $Though Landmark is not required as per the contract terms to offer this, we believe in good faith that it would be best in this circumstancePlease let me know where to send the check and in whose nameThank you,

Complaint: ***
I am rejecting this response because: This neglect and abandonment thsi company showed to a year old lady - hours to EMAIL that I HAVE to find a contractor a simple telephone call to EXPLAIN - then when I tried for hours to get a company to work with their "guidelines " was IMPOSSIBLE - then hours later they EMAIL numbers - for ME to call - WHY DIDN'T THEY CALL THEM ??? I paid a warranty company - to do this work - I was UNABLE to stay in my home - I was in a hotel for night - I should at least be reimbursed for this expense. $-
Sincerely,
*** ***

10/1/Revdex.com Response Hi ***, I apologize for the frustration regarding this service requestIt is always disappointing to find that a repair is not covered under the warrantyWe do value what you have to sayYour concerns are not taken lightly and the issue has been reviewed in the
Claims DepartmentIt is clear that this issue is important to youHere at Landmark we strive to do our best every timeWe have received the contractor’s reportThe contractor’s diagnosis follows: The contractor stated that the internal seals were broken due to a spoon previously being jammed in the disposal causing secondary damageFor these reasons we are not able to cover the repairsPer the warranty: 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 #- LHW is not responsible for Consequential or Secondary Damage (including Consequential Damages due to a Service Contractor’s conventional repair efforts of the primary item) nor for failure to provide timely service due to conditions beyond our control; including but not limited to, part or equipment delays or labor difficulties Again, 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 situationIf you have any questions about the diagnosis and the reason for this denial, please give us a call I hope this helped clarify why Landmark will not be able to provide the repairsYour understanding of the coverage provided by Landmark Home Warranty is important to us Please contact us directly if you have any additional questions or concernsBest WishesElise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

Complaint: ***
I am rejecting this response because:Whatever the attachment is, it is too little too late. I should have been provided information at the time the warranty was first purchased. Had information been provided to me when the warranty was first purchased, I would have known what the procedures were in getting the furnace taken care of.This is not resolving the issue.
Sincerely,
*** ***

Hello ***, I appreciate the chance to review your complaintI reviewed our system notes and can see that you are very frustrated with the outcome of your plumbing claimI want to assure you that your concerns have been thoroughly reviewedI 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 forLandmark operates within the parameters of the warranty contractWhile I understand that your expectations have not been met, I assure you that Landmark has provided the services stated in your warranty contractYou have our Total Protection Plan for TexasPer the warranty: A. SERVICE OVERVIEW #- 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#- This Contract covers only the items mentioned as covered and excludes all others and is subject to the limitations, exclusions and provisions stated in this contractC. TO REQUEST SERVICE #- LHW reserves the right to obtain a second opinion at LHW’s expenseLHW may, at its sole discretion, authorize your request for a second opinion by a LHW contractor, and you will be responsible for the payment of an additional service call fee#- 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 authorizationD. THIS CONTRACT DOES NOT COVER: #- Removal of defective systems and appliances#- Cost of construction, carpentry, or other modifications made necessary by a covered repair or replacement, except as noted in A/C & Heating SystemI do apologize that Landmark was not able to meet your expectations on this claimWhile we always seek to provide a positive claim experience, we also must follow the parameters of the contractI understand that this has been inconvenient for youWe honestly do our best to take care of our homeownersBest, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

***, Tank you for providing Landmark with this feedbackI assure you it is not taken lightlyA full review of your contract and service request has been completed to determine if your request for reimbursement can be consideredI apologize that you were not satisfied with the level of
service you were providedWe 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 warranty Landmark must remain equitable to all homeowners, which means that we must adhere to the contract terms as they are writtenCurrently you have the Total Protection Plan for Texas, though I do see where you have requested to cancel your service with usIn our contract it states that we will not reimburse you for services performed without prior authorizationWhere you were not authorized to receive reimbursement, we will not honor this requestAs the professional diagnosis from the contractor initially indicated that the unit was repairable and at the time of your complaints of the contractor, we offered a solutionThis unfortunately was not within your time constraintsI apologize that you are not satisfied with the service We hope your warranty needs are met, one way or the other Thank you, Candace P***cp***@landmarkhw.comOnline Reputation Manager

Hello ***, I apologize for this frustrating claim experienceI understand that we did not meet your expectation on this claimI am sorry that we were not able to complete this claim under the warrantyWe always strive to provide a positive claim experience in a timely manner I
want to assure you that Landmark always sticks to the contract and all covered items every timeWe follow the procedures with each of our homeownersWe follow the guidelines of the contract so we are equitable to all of our homeowners I appreciate your patience while this claim was researchedWe received the diagnosis from the contractorHis diagnosis is as follows: “Dishwasher has a faulty key pad and board assemblyHomeowner stated it's a pre-existing condition.” I understand that you did not directly say it was preexistingThe contractor also indicated that when electronic parts fail, especially several at once, it normally means it was a surge or power outageIf the issue was indeed a surge related issue, the warranty does not cover for that either I understand that you are not pleased that this claim has been deniedIn the phone calls and emails regarding this service request, you have said that when you spoke with the previous homeowners, they indicated the unit was faultyThey indicated to you that usually unplugging the unit would make it start againThis information supports the diagnosis of the contractor that this was a preexisting issueThe contract does say that the unit needs to be in proper working condition prior to the purchase of the warranty I would like to clarify why this claim was denied, per the warrantyYou purchased the Essential package and the following information reviews your coverageA. SERVICE OVERVIEW #- LHW will repair or replace systems and appliances mentioned as covered that: aAre in proper working order on the effective date of this 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 “*” DTHIS CONTRACT DOES NOT COVER: #- Repairs or replacement required as a result of fire, freeze, flood, or other acts of God; accidents; vandalism; neglect; misuse; abuse; missing parts; cosmetic defects; design flaws; manufacturer defects; structural defects; power failure, shortage, surge or overload; inadequate capacity; or damages due to pests or pets For these reasons we are not able to cover the repairsI hope this helped clarify why Landmark will not be able to provide the repairsYour understanding of the coverage provided by Landmark Home Warranty is important to us Your honest feedback is important to LandmarkWe review all feedback from our valued homeowners as it is the best catalyst for changeYour concern has not been taken lightlyI 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 understand that this has been frustrating for youWe honestly do our best to take care of our homeownersPlease feel free to contact me directly if you have any additional questions or concerns Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***