Landmark Home Warranty, LLC

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 only because we did have the technician that did the damage come back to repair all of the issues that he causedI'm still not satified with Landmark because the representive that I spoke with and a different rep that my husband spoke with was taking the technician side, even though he lied about several things and then came clean at the endI would never refer Landmark to anyone because of the reputation of their reps
Sincerely,
*** ***

Hello ***, I apologize for your obvious frustrationI see in our system that a Customer Care Representative is working with youI will let her complete the review process with youBest wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Mr***,I have received your complaint and researched the issueI do understand your frustration However, we stick to the warranty every time so we can be equitable to all of our homeownersI understand that several claims managers have explained that under the warranty Landmark only
covers for one pest treatment per contract yearWe have paid for and covered the noted pest treatmentI can understand that it is frustrating to have the problem re-occurThe previous contractor has said they will be happy to serve you againThe services will be completed outside your contractYou may contact me directly if you have any additional questions or concerns.Best wishes,Elise N** - *** - Senior Customer Care Specialist

Hello ***, I sincerely apologize for the continued frustration regarding this plumbing issueI am so sorry for the poor way your service request was handledI have been assured by our Operations Department that this is being addressed and they will be contacting you directly as well as the UTIDPlease know that we do value your business and you are an important member of the Landmark FamilyShould you have any additional questions or concerns, please contact meI am happy to helpBest wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Revdex.com Response Hello ***, I received your additional concernsI am sorry that this is still an issue for youI have researched both concerns and hope this clarifies your two issues 1) The system notes indicated the stand issue being reported by the contractorWe add all communication into the system for referenceYour response from Revdex.com will be added to note the clarification regarding the standI apologize that you felt you were not heard 2) Our Parts Department let me know that the paperwork is online nowBradford White does not provide a printed packetYou can go online at the following site: http://www.bradfordwhite.com/check-your-warranty and enter your serial number ***Thank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Mr***, Thank you for your feedbackYour concerns have been reportedThis issue is currently being research and reviewed by our Operations DepartmentThey will contact you directly with an updateBest, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Hello ***, I apologize for your frustration regarding this claim The information in our system indicates that you did not want to proceed with installing a ‘Builders Standard’ faucetYou indicated that you may want to purchase your own and have the contractor install itIf you choose
to purchase your own faucet, Landmark would offer you a cash in lieu for the cost of the ‘Builders Standard’ at Landmarks priceYour currently have the Comprehensive Warranty plan for ArizonaPer the warranty: A. SERVICE OVERVIEW #- LHW will determine, at its sole discretion, whether a covered system or appliance will be repaired or replaced#- 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#- 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 ContractThe contractor has tried to call you, and left voice mailsThey are waiting to know how you would like to proceedPlease return the call from MR Plumbing right awayYou are also welcome to contact your Claims Manger Sophia S@landmarkhw.com I am sorry that there was confusion regarding this service requestWe look forward to hearing from you in regards to how you want to proceedThank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

***, Thank you for reaching out to Landmark Home Warranty in regards to your claimA complete review has been done, to be sure of the standing of LandmarkAt this time I see that you are frustrated because we denied the claim for your HVAC system due to lack of maintenanceI apologize
that you are not satisfied with the service that was provided to you Currently you have the Total Protection Plan for TexasAccording to the contract section DTHIS CONTRACT DOES NOT COVER, number Repairs or replacement required as a result of failure to clean or maintain, according to manufacturer specificationsUnfortunately with the pictures that were provided by the independent licensed and bonded contractor, as well as the diagnosis, the lack of maintenance caused the failure Landmark remains contractual with all homeowners so as to be equitableI know that it is frustrating to have your claim denied, and to be out of ACI am sorry that the request did not go as plannedShould you have questions or concerns, please reach out to me directly Thank you, Candace P***

From: Candace P*** Sent: Thursday, April 6, 7:AM To: '***' Subject: Landmark Home Warranty Contract *** *** ***, Thank you for reaching out to Landmark Home Warranty via the Revdex.com, to get resolution in your claimWe
appreciate your feedback as you are the best catalyst for change within our companyI do see that there was some communication requesting to cancel your warranty, however I did not see confirmationPlease confirm that there is nothing we can do to keep your business within your warranty termsIf there is nothing we can do, I would be happy to work up the refund agreement for you to review I do see that you are requesting a full refundUnfortunately that is not within the warranty termsThere is a cancellation fee, less anything that we have paid out to the contractors, additionally we would subtract the amount allotted for each month the contract was active I do hope that you decide to stay with Landmark as you are a valued homeownerI would be happy to research into any tickets or explain your warranty in better terms should you need itPlease let me know how I can assist Thank you,

Hello ***, I appreciate your patience with me while I researched your claim issueI am so glad that we could assist you and provide a resolutionShould you ever have concerns with your service experience, please don't hesitate to contact me directlyI am happy to helpThank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Hi *** & ***,I do understand that you have had a very difficult time getting you A/C unit repairedLandmark made every effort to repair or replace your current unit with the same brand of unitThe unit is no longer made and could not be replacedWhile we found parts, they did not work to
complete the repairI understand that at this time you have been offered the full replacement of the unitI do see that this initial unit that was offered was not a satisfactory option for youI understand that the parts department is working very hard to find a comparable unit for you at this time. I apologize that we have not been able to resolve the issue in a timely mannerI have been assured that you will be taken care of right away.Best wishes,Elise N** - Senior Customer Care Specialist - ***

Dear Mr
***,
Thank you
for giving us this opportunity to address your concernsIt is my understanding
that you are requesting immediate service on your HVAC system or the ability to
hire an out-of-network contractor for reimbursementPlease allow me to explain
what Landmark Home Warranty
is providing to fulfill this request and our
process when a claim is opened
When
Landmark first received the request for service at 8:AM on 10/30, according to the recorded phone conversation, the Landmark representative was informed that the unit was still producing heat but making a
loud noise, as if a bearing was going outLandmark does not cover for noise, as
stated in our contract:
“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.”
That is
why the representative suggested that you contact one of our in-network
contractors, for service outside of the home warranty, and provided you with
their contact informationIf the contractor found that there was a mechanical
failure, then Landmark would have opened a claimIf they did not find a
mechanical failure, then you would be responsible for the entire diagnosis fee
Service was not initiated through Landmark because no mechanical failure had
occurred yet
When
Landmark received an additional call from Mrs*** at 3:PM it was again
confirmed that the unit was producing heat but that there was a concern of if the unit stopped workingLandmark
did make every attempt to find a contractor to provide services over a holiday
weekend without successUnfortunately, there was not an in-network contractor available
for last minute services due to their scheduling already being full and holiday
plansThis was also not considered an emergency because the unit was still
producing heat and the lowest temperature this past weekend was degrees with
a high of degreesWhile we do not discredit the possible discomfort of a
cooler home, a situation such as this does not warrant the approval of an
emergency fee or after-hours fee
At this
point in time, Landmark has scheduled a contractor to come out to your home
tomorrow, 11/03/If they find a mechanical failure, which falls within the
guidelines of the contract, then coverage will be provided
I hope
this helped explain what occurred this weekend and why immediate service was
not providedWe are very sorry for any misunderstanding or frustration that was caused! As a Landmark Home Warranty customer, you’re 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: I can accept anything until there is a decision which involves me receiving the money I am owed according to my contract
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I reject your response because you are refusing to replace the whole unit when that is what is required to be replaced to make it work. You cannot simply replace a part, that part is not available so it is not an upgrade it's replacing an inoperable system, which your contract states you cover. And your statement that the inside unit is working is actually not true, this is something that we do not know for sure. When the AC company (Win-Tex) came out on August 2nd to assess the problems with my AC they found a leaking coil and leaking/broken condensing unit. Because this unit is older and uses the older freon you can't just replace the broken parts, new parts will use a new freon that isn't compatible with the older inside unit, therefore the whole unit needs to be replaced. Since this is what the AC repair man Benny has concluded he did not further assess the unit and did NOT check the inside unit for any additional leaks or issues, although it very well may have some. He has simply determined the unit requires replacement and his work was done. However it is pertinent to know if the inside unit is or is not fully functioning without issues as that apparently determines who pays for its replacement. You can't tell me it works fine when it wasn't checked! To have it checked is an additional fee from the AC company that I should not be obligated to pay as it is you who simply refuses to replace the unit as a whole even though that is what is needed. Replacing something inoperable isn't an "upgrade" its replacing something broken. Without knowing for sure that there is no issues with the inside unit I don't know how you can refuse to pay to replace it too. Perhaps you should have a contractor assess the inside unit to see if it is in fact fully functioning, that's they only way you can tell me that for sure. I have already spend a fortune on repairing a broken unit because your company sent me contractors on two other occasions that simply wasted my time and money. I have already been out of an AC unit now for almost weeks in one of the hottest months of the year and have spend countless hours on the phone trying to get these issues resolved. My only resolution is for the replacement of my "inoperable" AC unit per our contract
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Home was inspected prior to purchasing home warranty Garage Door opener was installed and operating at time of inspection, and continued working until failure date Home warranty company was provided a copy of the inspection report during period of claim denial, and is aware that failure of logic board is a specifically stated covered failed part I feel company declined coverage because they were unable to procure a replacement part, which would have necessitated replacement of garage door opener assembly
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Landmark is only offering $back on my warranty despite the fact that they breached their contractI had a long conversation with a woman at the company who tried to tell me that in the contract there is a cancellation fee, unfortunately they keep referencing a contract that they never actually sent me Also, they told me that per the contract, they had four days to make the repair but I did not receive a call from the garage contractor to even schedule an appointment until 3:PM on 8/10/This was days and five hours AFTER the initial call to the home warranty company which puts that outside their four day repair window I want a full refund of the $that I initially paid If they are going to fail to uphold their end of the contract they cannot reference the contract provisions and try to charge me a cancellation fee.
Sincerely,
*** ***

Joseph,Thank you for giving us the opportunity to address your
concernsIt is my understanding that you are dissatisfied with Landmark Home
Warranty’s claims processing and the out-of-pocket costs associated with your
repairPlease allow me to explain what occurred during your claim and
the
reasons behind your financial obligation.This claim was opened on 06/09/and completed on 06/12/
when you elected cash in lieu of repairA contractor was assigned on the 9th,
called in the diagnosis for approval, which was immediately approved by
LandmarkHe then returned to the home on the 10th to complete a
leak detection test and found several leaks in the evaporative coilLandmark
received the second diagnosis (replacement of the evaporative coil) on the 10th
and called to discuss the non-covered costs associated with the repairThe
amounts were as follows: $***, if Landmark replaced just the evaporative coil,
or $***, if a full replacement of the furnace was provided.The repair was approved quickly once the non-covered costs
were finalizedWith that said, there was a short delay in finalizing costs
because the contractor mistakenly provided Landmark with incorrect part
numbers, a mistake that can easily occur and was not intentionally done
Landmark immediately contacted the contractor and was able to receive the
correct information resulting in the claim closing on 6/12/15, three days after
it was initiated.I understand that there were some complications
that occurred with the contractor between the time of Landmark ordering parts
and the acceptance of the cash in lieu, which resulted in the election of the
cash in lieu by youWe are sorry for your experience with the contractor and would
like you to know that Landmark has addressed corrective actions with them
directly.Contract guidelines are followed with every home
warranty repair and claim processes occur as quickly as possible to take care
of each contract holderNon-covered costs can be associated with the repair
and are typically due to the need for modifications, as stated in our contract:“REPAIR/ REPLACEMENT/
UPGRADING: We are not responsible for the cost of construction, carpentry, or
other modifications made necessary by existing or installing different
equipment.”I hope this helped explain the process that took place
during this claim and the reason for the associated non-covered costsYour
confidence in the coverage provided by Landmark Home Warranty 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: my heater is still not working.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
There was no solution presented.
Sincerely,
*** ***

Hi ***, I appreciate you giving Landmark this opportunity to address your concernsYour feedback is important to Landmark and has not been taken lightlyWe do value our homeowners and what they have to sayI have research your complaint and met with Operations to verify that your claim is
proceeding We 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 homeownersThis was an uncommon instanceI understand that at this time, you are due to be serviced todayYou are not required to purchase a new slabHowever, you will be required to sign a waiverYour original slab is there but is sinking and that puts the unit in danger of not functioning correctlyWe will also be returning the $that you paid for the original service call feeI know that this issue has been very frustrating for youI would probably be frustrated as wellPlease feel free to reach out to me directly with any additional questions or concernsBest Wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***