Landmark Home Warranty, LLC

***, Thank you for reaching out to Landmark Home Warranty in regards to this claimI apologize that you are not satisfied with the service provided at the time of your claim being openedI see that you are requesting reimbursement for a repair that was deniedIn order to be equitable to all homeowners, we must stand by the contract terms in which they are writtenI have listed below the terms in which apply to your situation.AService OverviewLHW will repair or replace systems and appliances mentioned as covered that: aAre in proper working order on the effective date of the ContractbHave become inoperable due to usage after the effective date of the 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 "*" With the above term in the contract, your garage door opener was not properly installed as indicated by the licensed and bonded independent contractorWith that being said, Landmark will not honor your request for reimbursementI apologize that you are not satisfied with the service that has been providedLandmark honestly tries to facilitate in assisting every homeowner with a positive claim experienceThank you,Candace P***Online Reputation Manager

Your email address on file is ***That email address received several noticesThe most prominent one being "Email sent on 4/3/3:41:PM (UTC-07:00) Mountain Time
(US & Canada) to *** *** and *** *** *** (***)" The contents of this email are below Welcome to Landmark Home Warranty Customer Service: (866) 306-Welcome to Landmark, your Home Warranty Provider April 3, Hi *** *** and *** *** *** , Welcome to Landmark Home WarrantyWe look forward to serving youBelow you will find details about your home warranty coverageThe Effective Date of your home warranty contract is March 23, 2017, and the Expiration Date is March 22, Coverage upgrades are available up to days after your Effective DatePlease call us 866-306-option 1, to discuss your coverage and options (Mon - Fri - 5)Download Contract & Welcome Booklet Your Home Warranty Contract Property Under Contract:*** *** *** ***
*** *** ** *** Contract # *** EssentialEssential$400.00Selected OptionsComprehensive$150.00(1)Appliances/ Washer-Dryer 2016(1)Appliances/Refrigerator 2016(1)NO FAULT Roof Leak Repair 2016$Call Customer Service Anytime Our Customer Service Department is available anytime (24/7/365) at 1-866-306-2999, option Please note that your plan does not cover defects known prior to March 2, We also cannot reimburse you for services performed by your own contractor without prior authorization, so please make sure to contact us before hiring a contractor or performing any workYou can also submit a claim online at www.landmarkhw.com/claim Welcome Booklet Download Contract Important Information Landmark Home Warranty is your home warranty provider Customer Service: (866) 306-Our mailing address is: PO Box 570, Riverton, Utah

Hello ***, I am sorry to hear that we lost your businessWe honestly do try to provide an excellent service experience for every valued homeownerI can see from your post that you would like clarification regarding your refundPlease be aware that we must operate within the parameters of the
warranty contract to comply with state business regulations as well as remain equitable to all our valued homeownersYou have our Essential Plan for Texas Per the warranty: On the contract page, section - GCANCELLATION 1) LHW may not cancel this Contract during the initial term for which it was issued, except for any of the following reasons: aContract Holder does not pay a fee or charge due under the terms of this ContractbContract Holder engages in fraud or misrepresentation of facts material to the issuance of the ContractcWhen the warranty Contract is for Seller’s Coverage and close of sale does not occur within days of the effective date dUpon mutual agreement between you and LHW eIf you harass, harm, or threaten the safety or well being of any employee of LHW, our independent contractors, or any property of LHW or of our independent contractors 2) Real Estate Transaction Contract: Contract Holder may cancel at any timeIf canceled 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, less an administrative fee of $If Contract is canceled 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 and any actual service costs incurred by LHW 3) If Seller’s Coverage Contract is canceled and the Contract will not be paid in full for a home buyer as a Real Estate Transaction Contract, no additional Contract fee will be dueLandmark maintains that the contract cancellation policy has been followedThe system notes that because of an error in processing, you will receive a total refund of $I see that Tiffany Nsent you a detailed email regarding the breakdown of your refundPlease see her email for the specifics of your closingBest wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Complaint: ***
I am rejecting this response because:I don't think this personnel is completely aware of how the AC system worksYour claims in your responses are completely wrongFirst, the tech did not perform or looked for any leak in the ac system as you claimed that he performed a check on the visible line and could not locate any leakAll he did was to check the Freon pressure on the unit and he said it was emptyHe did not check the unit or the compressor to find out if the unit was leaking from thereOf course, he could not check or perform any visible leak detection because the only way to find a leak on the AC unit is a Leak Test no matter where the leak is
Secondly, the leak in any AC unit is 99.99% within the visible part of the unit(The unit outside which is a visible part of the system and the unit in the attic which is also part of the visible part of the system.)These are 100% covered on the contractThe none visible part of the line that you don't cover are sealed within the walls of the building (that is the non-visible part of the line) and can only become damage when the house sustains a damage due to natural disaster or something of suchYou seemed to be very uninformed on how the system works and how to fix itThe only way to find a leak on the AC system (visible or non-visible line) is by performing a leak testThe reason is because Freon is not visible to human eye and most chances, the leak on the unit is usually a slow leak and can not be detected by visually looking at the unit outside or in the attic
The tech said he could not tell where the leak was coming from because you do not pay for the testYour statement that he check for the leak on the covered part as stated on the contract is not trueWhy don't you check with other AC companies and get educated on how the system worksYou seemed to be reading from a script you where handedPlease note that your statements are completely wrong
You said that you are sorry that I am frustrated by the process, you are wrongI am frustrated with the penny pinching company like Landmark Home Warranty trying to cheat their customers so it could save few dollars by making statements that are wrong why trying to pacify themThe contractor did not look for any leak anywhere because you can only do that through a leak testFreon is not visible and hair-line crack or pin hole leak could only be detected by a leak test
I REQUESTED TO SPEAK TO ONE OF YOUR DIRECTORS, BUT YOU WOULD NOT GIVE ME ACCESS TO ANY OF YOUR UPPER MANAGEMENTWHAT KIND OF A COMPANY IS THISI HAVE ASKED YOU AND YOUR OTHER CUSTOMER SERVICE PERSONNEL, BUT YOU WOULD NOT ALLOW ACCESSI ALSO SENT YOU AN EMAIL WITH MY PHONE NUMBER AS YOU REQUESTED FOR AND ASKED YOUR TO PLEASE CALL ME, BUT YOU NEVER RESPONDED TO MY EMAIL OR GAVE ME A CALL, BUT YOU COME TO Revdex.com AND LEAVE A PRE WRITTEN STRUCTURED RESPONSES THAT WILL PUT A NICE FACE ON YOUR COMPANYDear Revdex.com, please contact other two or three independent AC companies or other Home Warranties companies and present my contract to them and ask them to advise regarding the leak process. I have attached my cntract to this response Pleasetake a look at the AC section as well as all the other parts this agent is claiming is their ground of denying my claim
Sincerely,
*** ***

Mr***, I appreciate that this issue has not gone the way you desiredI know you are frustrated with the processI have previously sited the various parts of the contract that apply to your situationTo clarify, we do cover for the leaks in accessible Freon linesIf the line is accessible, then we can find the leak and repair it right awayTherefore, a leak test is not necessaryIn your case the HVAC specialist could not find the leak in the accessible lines and has directed that a leak test must now be completed to find the leak in the lines that are not accessibleSir, we stand by the contract and follow itWe want our services to be equitable for all of our home ownersIn this situation the stipulations of the warranty still applyOnce you have obtained a leak test by our contractor or yours, we will repair the linesPlease feel free to contact us and we will get your service request completed right awayBest Wishes, Elise N** | Online Reputation Specialist | Landmark Home Warranty ***@landmarkhw.com

Ms***, I apologize for the poor experience that you’ve had with your service requestYour claim concern was researched and it has been decided that Landmark will reimburse you $It will be processed today and the check will be mailed on 6/14/You can expect to receive the check
within to days after thatYou are a valued homeowner with LandmarkWe always try to do our best with every claim, we do make mistakes sometimes, as was the case with this claimAgain, please accept my sincere apologyPlease do not hesitate to contact me with any questions or concernsVery best wishes, Elise N** | Senior Reputation Specialist | Landmark Home Warranty ***

Hello ***, I apologize for the frustration regarding your service request for duct workI appreciate you giving Landmark the opportunity to address your concernsWe do not take your complaint lightlyWe honestly do our best to provide every valued homeowner with a positive claim experience in
a timely mannerWe always stick to the contract and all covered items every timeYou are very important to us as a Landmark Home Warranty customerWe hope you give us another chance to meet your home warranty needs It is clear that this issue is important to youI really appreciate your patience in this matterYour complaint has been thoroughly researchedOur contractors are the eyes and ears of LandmarkThey are familiar with the contract so that they may give our valued homeowners the best possible serviceThe contractor’s diagnosis is as follows: “Because the failure above was caused by duct work drug across trusses and the nails went through the duct work this was not due to wear and tear Landmark will not be able to provide coverage at this point in time.” 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 homeownersPer the contract: 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 Optionb) were properly installed and in good and safe working order on the Effective Date of this Contractc) have become inoperable due to usage after the Effective Date of this Contractd) are reported during the term of this ContractDTHIS CONTRACT DOES NOT COVER: #- Repairs or replacement required as a result of Fire, Freeze, Flood or other Acts of God, Accidents, Vandalism, Improper Installation, Cosmetic Defects, Design Flaws, Manufacturers’ Defects, Structural Defects, Power Failure, Shortage, Surge or Overload, and Inadequate Capacity #- 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 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 warrantyLandmark does offer $for duct work if the damage was due to wear and tear (usage)The contractor indicated that part of the duct work was smashed, and other parts had holes from being drug over nails in the trussesDue to the diagnosis, Landmark is not able to cover for the repair and this claim remains in denialI understand that this is not the outcome that you expectedI do understand that this issue has been inconvenient for youWe honestly do our best to take care of our homeownersIf you have any additional questions or concerns, please feel free to contact me directlyI am happy to assist you in any way that I canBest wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

Mrand Mrs ***, Your contract I specific in these types of situations, I have outlined just a few clauses from your contract that may help you understand why the decision was made, in that Landmark is unable to reimburse youLandmark is held to strict state regulation and must remain
equitable to all homeownersThe only way for Landmark to do this is to stand by the contractI have also attached a copy of your contract termsCTO REQUEST SERVICE Under circumstances, services will be initiated within hours after your service request is made to LHWIn the event of an emergency, LHW will make reasonable efforts to expedite service within hoursAn emergency is defined as a failure resulting in: aPlumbing failure that causes interior flooding bComplete loss of heat or A/C in extreme temperatures, as defined by LHW ( over degrees in the home for over consecutive hours) cSystem or appliance failure causing ongoing secondary damage to home dA condition that immediately endangers health or safety eA condition that interferes with healthcare support for occupants fNo electricity, gas, water, or toilet facilities to the entire 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 overtimeIn 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 authorizationDTHIS CONTRACT DOES NOT COVER Failure to provide timely service due to conditions beyond LHW’s control, including but not limited to, part or equipment delays or labor difficultiesI know you are frustrated and you feel as though, you did not have any other optionsUnfortunately, circumstances don’t change the contract termsAs a person, I wish there was more I could doI am bound by the contract, and in no way is this something I can changeI appreciate your time,

*** and ***, Recently you expressed your frustration through the Revdex.com in regards to the above mentioned claimI understand that this claim was denied due to it being maintenanceI also see where this service request was opened via chat, and that you indicated that the primary drain was
cloggedUnder circumstances, Landmark does not provide refunds of the service fee for denials, however in your circumstance I do think that you had advised Landmark of enough information that we should not have opened this claimI am terribly sorry for this experienceI will be refunding the service fee, you should see that back to the original card within hoursPlease let me know if there is anything additional I can assist you with Thank you,

Dear Mr***,
Thank you for giving us this opportunity to
address your concernsIt is my understanding that you are requesting that
Landmark Home Warranty complete the requested plumbing repairsAt this point
in time Landmark is doing everything possible to honor that request
As you
know, Landmark does not provide
coverage for the main water shut off valve in the homeHowever, we are willing
to get a proper diagnosis of what is needed for your shower repair and
dishwasher repairUnfortunately, the contractor that you were working with
assured us that they would complete the job and then did not show up to the
homeWe are truly sorry for this lack of service and the delays it causedDue
to this information, Landmark will be reassigning a new contractor to service
your shower and dishwasher and we will waive the service call fee
Someone should be in contact with you shortly
to get this addressedIf you have any additional concerns, or questions,
please email me at ***@landmarkhw.com
Thank you,
Kristen B***
Public Affairs Manager

Complaint: ***
I am rejecting this response because: I am not contesting the warranty that you sent me in writing AFTER I purchased it online I am saying that your web site is deliberately misleading people to think the item in question is covered BEFORE the purchase Additionally as I purchased on the web site it did not tell me about the specific exclusion that would be added AFTER I made the purchase The attached screen shot shows that there are NO exclusions or exceptions There is not an * that hints that there is something more about the subject It is clearly stated that Landmark will "repair or replace the working components of the refrigerator
Sincerely,
*** ***

Please close this complaint as unresolved Result: company is dishonest and refused to admit that they made a mistake even after getting written proof. Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because I think the exclusion of coverage due to an electrical issue is ridiculous
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because a professional came out to look at the unit after the initial inspection, and noted that everything was in good working orderBoth that company and the contractor from Landmark have noted that the "issue" Landmark is denying the claim for did not affect the unit going outLandmark states that the "issue would/could" cause it to go out, but two companies have noted that it didn't. According to Landmark's standards, we had the unit looked at for repairs after the inspection because Landmark wouldn't accept the unit otherwiseThis was completed, and Landmark refuses to accept the professional work completed
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** I'm pleased to confirm that the work was indeed completed on 3/17/ This complaint should now be closed out as the unit seems to be in working order.The assistance provided since the middle of last week was timely and I'm happy Landmark was finally able to get the ball rolling That said, a few days of expedited assistance doesn't excuse the number of problems, delays and excuses I experienced since I first filed the claim To reiterate, it never should have taken weeks to resolve my HVAC problem.In any case, I trust that should service be required on anything going forward, my experience will be far more seamless and expedient than what took place this time through
Sincerely,
*** ***

Hello ***, I received your complaint on the Revdex.com and want you to know it was thoroughly reviewedPictures and a full diagnosis were submitted for review from the contractorThe contractor’s diagnosis states: “any rust to do with an electrical component is not wear and tear.” The
pictures support the diagnosisYou have coverage under the Value Package Warranty for TexasPer 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 chosen. Systems 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 * The rust and electrical component issue were not recent problemsd) are reported during the term of this Contract#- This Contract does not cover defects known prior to the Effective Date of coverage. Known defects are excluded from coverage until proof of repair(s) is received by us. We 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*Rust damage would have been noticed in a visual inspection before the contract coverage beganB. TO 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 hours. On weekdays, the contractor will contact you within business hours of opening a Service Request. * The contractor is an expert in his fieldHe does have an independent business, separate from contracting with LandmarkHe knows from experience what wear and tear looks likeAgain, he did provide pictures that verify the diagnosisI want to assure you that your feedback is important to LandmarkYour concerns were 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 situationI 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 warrantyWe honestly do our best to take care of our homeownersLandmark seeks to always create a positive claim experience in a timely mannerBest wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

***, Below is an email that was sent to you 9/at 8:in the morningSpecifically the JB welds were mentioned that need to be repaired correctly, informing you this would remain a denied and for future coverage, please send an invoice showing repairedLandmark is again, willing to uphold our contract terms and present a check to you in the amount of $No further amount will be offered, as anything more would be in direct violation of our warranty termsWe must remain equitable to all homeownersLandmark is held to strict state regulation to maintain the warranty termsPlease confirm where to send the check to From: Marcie K*** Sent: Friday, September 29, 8:AMTo: '*** ***' Subject: ***Good Morning ***, I have received an email from my contractor relations department in regards to your HVAC claim with Restore it Home ServiceAt this moment in time your claim will remain a denialI have attached a picture below showing the reason whyThe parts circled in red show purpleThe purple on here is the JB WeldThat is showing there was attempted repairedOnce this has been fixed on your own behalf, please send me the invoice for future coverageThank you for letting me take the time to look into this- please keep my email if I can be some assistance in the future and have a wonderful day! Thank you,

Thank you for the feedbackYou can find a copy of all warranty terms in your online portal Thank you,

[A default letter is provided here which indicates your acceptance of ArbitrationIf you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID .***,and find that arbitration is necessaryI have attempted to contact someone within the management team at Landmark for over weeks and have not gotten a response or call backSince I am not able to communicate with anyone except for the person I am involved in a dispute with, I wish to proceed with the arbitration. Sincerely,*** ***

Mr***,Thank you for giving Landmark this opportunity to address your concernsI have received your complaint and will have the issue brought to the attention of our Claims Management Department right awayI apologize about any delays and 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 homeownersYour feedback is very important to Landmark Home Warranty and we would like to be able to provide a reasonable and appropriate solutionIf you have any additional questions or concerns, please reach out to me directlyThank You,Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***