Landmark Home Warranty, LLC

Complaint: ***
I am rejecting this response because: I have the documentation Landmark is requesting but the Revdex.com's system won't allow me to attach and send it via this toolI am emailing the documentation to the Utah Revdex.com directly so they can include it in this responseThe documents I'm sending to them are the original inspection (HVAC section starts on page 19) as well as reports from two follinspectionsNone of the reports mention the compressor having been in failure or not working properly.
Sincerely,
*** ***

Delay tactics and twisted interpretations of the warranty guidelines provide them plenty of reasons for not covering an appliance or delaying until you're forced to act on your own because of need. Contractors enlisted who are unable to diagnose the problems, actually caused more problems by breaking a part, and make suppositions for Landmark that were unsubstantiated enabling Landmark to deny claims. Landmark pays minimal reimbursement for parts $120 for the diagnosis and replacement of a control board (That barely covers one service call) and actually suggests you find the parts and then uses that for justification why further coverage is not allowed. Among plenty of other unconscionable tactics, they told me that because I accepted a pay out for a part they said was available home depot for the price they were willing to offer me to fix my issue, (instead of paying the contractor directly-another tactic that allowed them to deny coverage and minimize costs) that closed the case and no further service was allowed even though it was an incorrect diagnosis by their contractor and did not resolve the issue, holding me responsible to make the determination that their contractor had made the right diagnosis. Buyer beware.

Hello ***, Thank you for providing Landmark Home Warranty with this feedbackI am sorry that this service request did not meet your expectationsThis concern has been brought to the attention of our Claims Management DepartmentThey will address this situation right awayWe assure you that
management is doing everything possible to ensure that our valued homeowners are taken care of within the warrantyYour feedback is very important to Landmark Home Warranty and we do not take this situation lightlyThis issue will be submitted for review immediatelyYou will be contacted as soon as the review has been completedThank 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
Sincerely,
*** ***

Dear Mr***,
Thank you for giving us this opportunity to
address your concernsLandmark recognizes the importance of air conditioning in
your home and we are sorry to hear about your asthma condition
This repair was completed on 05/07/The
part had been ordered by Landmark Home
Warranty and was will called to a
location in Texas, near the contractorThe part was available for pick up the
same day it was ordered on 05/05/The contractor was arranging scheduling
when this complaint was submitted
Thank you for allowing Landmark Home Warranty
to fulfill our commitment regarding this claimWe hope that you are feeling
better! Please let me know if there are any additional questions or concerns
Thank you,
*** ***
Public Affairs
***@landmarkhw.com

Hi *** & ***, First of all, I cannot apologize enough for the frustration regarding this A/C claimI am so sorry that this claim has not been completed yetI can see in our system that a supervisor is working to resolve this for youI have been able to refund the service call feeI
know that this does not resolve anything and I am sorry that I cannot do more to assist youThank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Complaint: ***
I am rejecting this response because: I need solution instead of apologyThe ONE pest control covered by warranty should be effective and functionalThe contractor which Landmark assigned to me should get their work done after collected service feeNow, I still have tons of ants on the counter top and cabinets although I cleaned the kitchen thoroughly everydayHow can they just took the money and left all pest?Last year, I have another pest control service at homeThe contractor provided us effective treatmentAll the pest are gone only after one sprayThey also offer days guaranteeI have to say that the service of A-Tex pest management is badThe chemical they used so called "ECO friendly" is also "pest friendly"I have contacted them about the re-treatment/re-sprayThey said they usually provide days guarantee to clientsBut, since I'm contracted with Landmark, the guarantee is waivedCan you please explain why they treat customer differently? That is not fair.In short, I made payment as I agreed but didn't get what I deservedLandmark didn't solve the pest issues which is covered by the contractEither Landmark contracted with non-qualified contractor or A-Tex uses defective chemical
Sincerely,
** ***

Complaint: ***
I am rejecting this response because:once again MsN*** you did not address my major disagreement with your decesionYour first contractor has on file a repair diagnosis stating the coil was leaking from another A/C company who was called out prior to your contractor being called to repair the problemHis diagnosis has turned out to be exactly what your second contractor has stated to be the problemThis is after two attempts from your first contractors inability to repair the problemYour continuous offer to make a cash settlement is your way of paying no more than what your are currently offering to pay and not taking responsibility for the full repairI wish to go ahead with mediation as it is obvious you are not willing to take responsibility for your companies responsibility for your contractors misdiagnosis of this repair
Sincerely,
*** ***

8/10/2016 Revdex.com ResponseHi ***,Thank you for giving Landmark this opportunity to address your concernsI have received your complaint have research what occurred during this situationI am sorry that you have had such a frustrating experienceMy findings on your complaint are the
following:Landmark is not responsible for any work that was completed prior to warranty coverage or any subsequent failures.If you feel that the contractor you hired improperly diagnosed the issue or the repair was poorly done, you are encouraged to contact your contractor that worked on your unitLandmark is not responsible for work done previous to the warranty.I do understand that you are frustrated by this situationI would not be happy eitherFor the reasons above, we are not able to cover the repairs that were completed before the warrantyYour understanding of the coverage provided by Landmark Home Warranty is important to us.We 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 homeowners.I 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 warranty.Per the warranty:A. SERVICE OVERVIEW#- LHW will provide service on listed covered systems or appliances that:a) are installed and located within the perimeter of the Main Foundation and Garage (attached or detached)Additional living space in garages or separate from main home are not covered unless additional Option chosenSystems or appliances located on the exterior or the outside of the home (including porch and patio) are not covered (with exception of items marked with an “*”)Any additional detached structures are not covered unless specified as an Option.b) were properly installed and in good and safe working order on the Effective Date of this Contract.c) have become inoperable due to usage after the Effective Date of this Contract.d) are reported during the term of this Contract.#- This Contract does not cover defects known prior to the Effective Date of coverageKnown defects are excluded from coverage until proof of repair(s) is received by usWe provide coverage for unknown conditions if the condition would not have been detectable by the Buyer, Seller, or Agent through visual inspection and simple mechanical testFor example, a simple test would be visual inspection of a heat exchanger for cracks or a carbon monoxide test. I understand that this has been inconvenient for youWe honestly do our best to take care of our homeownersThank you,Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

Hi ***,I am sorry that I wasn't more clearI did authorize the refund of your service call fee for $In my first reply to your Revdex.com comments, I said I would be happy to refund itThe check for $has been resent to your StGeorge residenceYou will receive it within to businessdaysPlease feel free to contact me directly if you need anything allI thank you for your patience and willingness to work with Landmark.Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

Thank you for providing Landmark Home Warranty with this feedbackThis 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 warrantyMy intentions are to truly provide a resolution for this situationYour feedback is very important to Landmark Home Warranty and I would like to be able to provide a reasonable and appropriate solutionThe invoice from the contractor has been requestedOnce that has been received the full review will be completedThank you, Candace P***

Hello ***, Thank you for taking the time to leave us your feedbackI am sorry for the experience you had with your plumbing service requestIt is expected that the contractor call to schedule an appointment that is best for the both of youThe request was opened on 02/28/and then
canceled by you the next day on 03/01/Due to the request being cancelled, we were unaware you were still having issues reaching the contractorIn that circumstance, we would make reasonable efforts to assist you on scheduling with a contractor The service call fee is asked for when you are opening you service request as a convenience for you and the contractorIt is not required to be paid until the contractor is at your home and you do have the option to pay either way you preferWhen paying Landmark the service call fee, we can ensure the fee remains with your service request if there ever is a situation a different contractor would need to be assignedThe fee would simply be transferred to the new contractorYour $service call fee was refunded on 03/01/and should have taken 3-business days, depending on your bank, to go back onto your cardAgain, the decision to pay is ultimately up to you. For the cancellation, it does state in the warranty that there will be a $administrative fee. “GCancellationContract Holder may cancel at any time.aIf cancelled within days of Contract effective date, and no service request has been made, the Contract Holder is entitled to a full refund of paid Contract fees.bIf Contract is cancelled beyond days of Contract effective date, Contract Holder shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less a $administrative fee.” You were making monthly payments of $for monthsThere is not a pro-rated refund at this timeDue to your experience, I did not charge you the $administrative fee to cancel your warranty prior to the expiration date Please let me know if you have any further questions. Respectfully, Tiffany N***Customer Relations [email protected]

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 the hot tub repairPlease allow me to explain
why we cannot fulfill that request and what I am able to offer as a
resolution
It is true that Landmark Home Warranty had to
involve three different contractors during this situationThis first
contractor could not service above ground spas and the second contractor apparently
showed up for the appointment, noted a diagnosis and then never made contact
with Landmark Home Warranty in regards to the repairDue to the lack of
contact on the second contractor’s part, Landmark had to involve a third
contractor for the diagnosis
On 1/19/the third contractor submitted
the following diagnosis:
“Defective
control board and external GFCIThe controller functions can't be tested w/o
the control boardThey may need another part but won't know until the control
board is replaced.”
As stated in our contract:
“SWIMMING
POOL - SPA - HOT TUB - PORTABLE SPA EQUIPMENT: EXCLUSIONS: Pool Sweep, Jets, Ornamental
Fountains, Lights, Skimmers, Pool Liner, Pool Cover and Related Equipment, Fill
Line, Fill Valve, Control
Panel, Control Switches, Computerized Control Boards and Related Equipment,
Cleaning or Maintenance of equipment such as, but not limited to, Chlorinators,
Ionizers, and the like, Fuel Storage Tanks, Buior Detachable Cleaning
Equipment including PHeads, Turbo Valves, Creepy Crawlers and the like,
Disposable Filtration Mediums, Heat Pump, Solar Plumbing or Heating Equipment,
Valve Actuator Motor salt cell and salt water chlorinator.”
Due to the only diagnosis Landmark received
being that the external GFCI and the control board needed to be replaced,
Landmark did deny coverage of this claimWe never intended for it to take as
long as it did to receive this diagnosis and Landmark could not have
anticipated that the items found defective would be non-covered itemsWe truly
apologize about the frustration caused by this
With that being said, I spoke to the third
contractor involved and they informed me that you mentioned no longer keeping
the spa due to the cost of upkeepIf that is true, due to that new information
and the length of time this situation took, I would like to offer you a
one-time refund in the amount of $*** for the additional spa coverage purchased
through LandmarkThis would mean that moving forward Landmark would no longer
provide spa coverage
If you would like to accept this offer please
contact me at ***@landmarkhw.com
or call me back on the number I provided in my voicemail on Friday, 2/19/
I look forward to hearing from you soon,
Kristen B***
Public Affairs Manager
***@landmarkhw.com

Mr***, I received your complaint via the Revdex.com and I am happy to review the situation with youLandmark received a service request for a leaking shower faucet on 5/4/Your service request was processed and assigned to a contractorUnfortunately the contractor did not contact you for an
appointment right awayAll attempts by you and Landmark, to contractor were met with a voice mailI apologize that he was not responsive to the dispatch ticket in a timely mannerThe issue has been brought to the attention of our Contractor Relations department for reviewOn 5/6/your service request was reassigned and you have an appointment with the contractor tomorrowWhile a leaking faucet may be inconvenient, it is unfortunately not considered an emergency per the warrantyThe warranty states: CTO REQUEST SERVICE: #When you call with a Service Request, we will contact an INDEPENDENT CONTRACTOR who will contact you directly to schedule a convenient appointment during business hoursOn weekdays, the contractor will contact you within business hours of opening a Service RequestYou should have been contacted on the 4thI apologize that you were notWe do give the contractor up to hours to initiate serviceLandmark made every effort to contact the assigned contractorWhen the hours had passed, you were assigned a new contractor per the warrantyYou were assigned a new contractor after business hours on 5/6/Per the contract you will be called to set up an appointment up to business hours from the dispatch ticket assignmentThe contractor did contact you today, 5/9/2016, and was within the business hour windowI have been informed by the contractor that they will be servicing your leaky faucet tomorrow#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 overtimeMr***, while I do understand that a dripping faucet can be an annoyance, it does not fall under our emergency service policyI am sorry that you felt Landmark was not handling your request within your expected time frameI’d like to assure you that we do seek to always provide a positive experience in a timely manner#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 authorizationIn your Revdex.com complaint, you suggested that you may have already had the leak serviced by another contractorIf this is the case, you will not be reimbursed for the service per the warranty#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-daysThe service call fee is required at the time of service per the warrantyMr***, while I understand that your service request was not handled in a way that met your expectation, the contract was followedYour 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 homeownersWe 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 understand that this situation has been inconvenient for youWe honestly do our best to take care of our homeownersBest Wishes, Elise N** | Senior Reputation Specialist | Landmark Home Warranty ***

Hi ***, I am sorry that this claim resolution has been so frustrating for youI do understand that it can be difficult when you have extra costs that you did not expectI know it can be frustrating when something is not listed as a covered item under the warrantyLandmark is covering your
service request under the parameters of your warrantyYou have a Deluxe Package with LandmarkPer the warranty: DTHIS 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 #- 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 can see in our system that Heather Mhas been working with you todayAt this time the only hold up in your repair is that Landmark is waiting for you to accept the out of pocket expenses presented to youHeather has presented the figures via phone and emailOnce you accept responsibility for the out of pocket expense, the repair will be completedYour 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 homeownersWe 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 understand that this has been frustrating for youWe honestly do our best to take care of our homeownersMr***, if you would please let Heather know how you wish to proceed with the service request, we will get you taken care of right awayThank you, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

Complaint: ***
I am rejecting this response because:Landmark is unable to provide the services the warranty states that it canWe were assured that moving forward, that Landmark would be able to provide service.They have not Not in any function on any claim we have made They are unable to hold up their own policies.I will also be expecting the service fees refunded as the services were never executed by a contractor Landmark assigned
Sincerely,
*** * ** ***

Ms***, I received your complaint on the Revdex.comI have researched your complaint and would like to provide you with the information that was provided to LandmarkLandmark always seeks to provide a positive resolution to all service requests in a timely mannerThe information & findings of
this service request are the following: 5/3/- a service call was opened because the pool pump was not working and the problem was noticed a few weeks ago(Landmark usually hears from pool owners immediately due to the heat) 5/3/- a licensed/independent contractor was assigned the dispatch ticket and was able to come the same daySouthern Pool & Spa was assigned the dispatch ticket 5/3/- the contractor immediately stated that the pool had not been maintained all winter and was directly related to the broken pool pumpIt was denied due to lack of maintenance per the contract(The contractor is seasoned and well aware of what lack of maintenance looks like.) His statement has been verified several times(The bad weather conditions noted in your complaint did not have any bearing on the clearly unmaintained state of the poolMs***, you claim you have a maintenance paper train, but nothing has been provided to Landmark to back your statementWe do have a copy of your home inspection reportIt does not provide any information as to the state of the pool A video from the contractor was provided to Landmark that showed the state of the pool and the equipmentThe pool contractor stated: *Water was black, pump had multiple leaks, and booster pump was badly leakingAll leaks are so severe that they are leaking even without the pool running *Water analyses showed that there were no chemicals in the pool at all *There was so much dirt in the pool that it was black*The algae was thick and indicated that it had remained that way for a very long time5/4/"***" called in to Landmark and said he was the owner of Southern Pool & SpaHis story was in opposition to the video provided and did not correlate with the system notes"***" was told that his information would be forwarded to the claims manager5/4/- Southern Pool & Spa was immediately contacted and owner (Duane) spoke with LandmarkHe does not have an employee named *** and when the situation was explained, he said "***" was the boyfriend of Kaylee and was falsely impersonating himHe stood by his statement and video of the pool conditionHe assured that the pool had been in failure for at least months and it was a complete lack of maintenance5/4/- Reverse calling and investigation showed that "***" was indeed impersonating the contractorLandmark does not take fraudulent claims lightlyIt is absolutely the belief of Landmark that this claim was fraudulent and misrepresentedIn the contract, Under the Cancellation section: a) Landmark may not cancel this contract during the initial term for which it was issued, except for any of the following reasons: (2) the contract holder engages in fraud or misrepresentation of facts material to the issuance of the contractThe pool was not maintained over the winter and you are not entitled to coverage by the warranty between the lack of maintenance and the fraudulent way the request has been handled by the homeownerThe Warranty clearly states: 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#You are responsible for providing Maintenance and cleaning on covered items as specified by the manufacturer to ensure continued coverage on such itemsFor Example: heating and air conditioning systems require periodic cleaning and/or replacement filters and cleaning of evaporator and condenser coils(Pools require chemicals be maintained at all times.) #LHW is not, under any circumstances, responsible for the diagnosis, repair, removal or remediation of Mold, Mildew, Rot or Fungus, or any damages resulting from or related to Mold, Mildew, Rot or Fungus, even when caused by or related to the malfunction, repair or replacement of a covered system or appliance(The algae that prominent in the pool falls under this non-covered issue as well) Additionally, in the Revdex.com complaint, you said that an electrician came out because “all the outer electrical outlets stopped working.” However, you called in a claim to Landmark stating that “the Breaker box may be faulty, and the breaker box is causing issues with pool.” In truth the electrician was shown the pool pump motor, and he said there was a short in the motor itselfThe electrician was not sent out to look at a pool pumpHe is not a pool repairmanThe electrician should not have been near the pool pump as the service request was in no way opened for anything other than a breaker box issue, or as you stated “all the outer electrical outlets stopped working”This issue with the pool pump had already been addressed by the pool contractor’s diagnosis of lack of maintenance It is the opinion of Landmark that the pool was not maintained and the warranty is not required to cover your claimThe referenced video can be provided to the Revdex.comLandmark will also be reviewing the provided home inspection and all service requests that have been opened after the purchase of the warrantyThis statement will also be provided as a reply on any social media complaints you may issue towards Landmark Home WarrantyRegards, Elise N** | Senior Reputation Specialist | Landmark Home Warranty ***

Complaint: ***
I am rejecting this response because:
Once again I am stating that for a new rooftop ac unit with $labor, haul away and heat strips is not possibleTo insist that this cash in leu offer is adequate without providing any good faith information on pricing is potentially fraudulent because once again it is simply not possible whether you operate on a national level or notOnce again the contractor refused the work because I would not pay them upfront which was something I was advised multiple times I would not have to do nor was it advised when the out of pocket expenses were agreed uponOnce again I never had issue with it of pocket expenses, it was expected as per terms of the contractYour contractor refused the work after lying about install date multiple times and I was explicitly advised by your contractor that the work may not ever be completed which is why I eventually declined upfront payment, put simply your contractor was attempting to scam me out of moneyYour company and their poor business practices resulted in my family going two weeks without actually in temperatures exceeding degrees regularlyThe insistence on the same contractor was after I was told by the contractor they would not be performing the work at all so your entire response relating to the contractor is beyond unexcusableAfter a period of almost two weeks my family was beginning to feel health effects from the excessive heat and our house was becoming unlivableLandmark purposefully handled this case as such in order to get out of paying the adequate fees for services required under the contract.
Sincerely,
*** ***

Mr***, I apologize that your experience with this service request has been so frustratingI am so sorry that we have not met your expectation of serviceWe honestly do our best to provide every valued homeowner with a positive claim experience in a timely mannerWe do value what you have to
sayIt is clear that this issue is important to youThank you for sharing your thoughts on this issue In looking into your complaint, I can see that your service request is still open and that the Claims Manager is doing all they can to have you taken care of in an expedited mannerAt this point, the contractor will be returning to diagnose the issue and provide you and Landmark with a parts breakdownOnce this has been completed, Landmark can authorize the completion of the repairYou will be contacted by your Claims Manager to review any out of pocket costs related to the repairThis issue has been brought to the attention of our Claims Management Department as well as our Contractor Relations DepartmentThey will address this situation and the frustration it caused right away I want to assure you that management is doing everything possible to ensure that our valued homeowners are taken care of within the warrantyPlease know that you are a valued Landmark homeownerWe honestly do strive to do our best, but sometimes our best fails, as in this caseWe’re very sorryYour feedback is very important to Landmark Home Warranty and we would like to be able to provide a reasonable and appropriate solutionCould you please let me know what actions you would like to see taken that would provide a positive outcome for you? Please feel free to contact me at any time with additional questions or concernsThank you, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

Mr***,I received your request for a cancellation of your warranty and a refund of your feesI can process that immediatelyI sent you an email as the verification process includes personal informationWill you please reply to that email ASAP?Again, I am sorry that this service request was not handled in the way you expectedWe always stick to the warrantyIt is the only way to be fair to all of our homeownersI wish you the very best in your future warranty endeavors.Elise N**