Landmark Home Warranty, LLC

* *, I appreciate you reaching out to Landmark to address your concernsA full review of your claim has been completed, to further understand your frustrationI know you are hoping to get an amicable solution to your current problemLandmark must remain equitable to all homeowners, and in
doing so must follow the terms of the warranty as they are written In the complete review of your claim several things have been taken into considerationThe first being your complaint and what you have advised, but most importantly, we must determine coverage based on the model number that was provided by the independent licensed professionalThe model number that was provided of your current existing unit is JE1860SH001, for a GE microwaveThe link will show you the microwave and the descriptionhttp://products.geappliances.com/appliance/gea-specs/JE1860SHThis link states that the microwave you currently have is a GE Counter Top MicrowaveLooking at the features built in capability is not listed, though in the appearance field it does state that you can purchase a trip kitIn your circumstance, you do have a trim kit on your unitLandmark does not cover for the trim kit. The cash in lieu that was offered to you, and accepted by you, is comparable in features and capacityEssentially they are built the same with minor differences in appearanceI have provided the link for you here: http://www.homedepot.com/p/GE-2-0-cu-ft-Countertop-Microwave-in-Black-JES2051DNB...⇄ as such, the cash in lieu will not be increasedThe cash in lieu is final Landmark has remained contractual through this transactionI am sorry you are not happy with the turn out of your service requestThe cash in lieu is more than fair and includes laborThese amounts, as disclosed in your contract are at Landmark's rates, and not necessarily retail Thank you, Candace P***

Mr***, I appreciate your patience while I looked into the matter of the garage door lightsI completely understand your frustrationI am very glad that Landmark was able to make the repairs on the rest of the unitI called the contractor that repaired the other issuesHe said that he
checked the control board and that he said the lights worked when he leftBecause the contractors are the eyes of Landmark, we support their diagnosesHe referenced the lights as being not covered because of a few clauses in the contractIf I can quickly review them with you, we can understand why he said what he didDTHIS CONTRACT DOES NOT COVER: **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#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 difficultiesGARAGE DOOR OPENER COVERED: Motor, Capacitor, Eye Sensors, Switches, Receiver Unit, Carriage, Push Arm EXCLUSIONS: Garage doors, Hinges, springs, Remote Transmitters, Keypads, Chains, Cables, Adjustments, and Units not meeting current safety standards**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 ExclusionsBecause the contractor knew about this clause in the warranty, He did not take on the repair under the warrantyHe indicated that he is happy to fix whatever the problem may be outside the warrantyAgain, he knew that the lights did not affect the functioning of the unitI am so sorryI would be frustrated by the situation as wellThe contractor does not believe the issue was secondary damageAt this point I will absolutely refund your $service call feeI apologize that Landmark did not meet your expectation on this claimI have processed the refund todayIt takes a few days to go through the systemIt will mailed out by Tuesday the 24thIt can take anywhere from to days to receiveI want to assure you that your feedback is important to LandmarkYour concerns are not taken lightlyWe always stick to the contract and all covered items every timeWe follow the procedures with each of our homeownersLandmark seeks to always create a positive claim experience in a timely mannerWe follow the guidelines of the contract as to be equitable to all of our homeownersI am sorry that your claim did not go as expectedI do understand that it can be frustrating to have extra costs that you did not expectWe know it can be frustrating when something is not listed as a covered item under the warrantyI understand that this has been inconvenient for youWe honestly do our best to take care of our homeownersPlease feel free to contact me at any time should you have questionsVery best wishes, Elise N** | Senior Reputation Specialist | Landmark Home Warranty ***

Hi ***,I understand that Jeremy Shas been able to work with you and reach and agreementI apologize that this repair has not gone smoothlyWe do seek to provide a positive service experience in a timely mannerWe always try to do our best, however, sometimes our best fails, as
in this caseI have noted the email from Jeremy Sbelow and am happy to help in any way I can. Please don't hesitate to contact me should you need anything. Best Wishes,Elise N** - *** - Senior Customer Care Specialist Hello ***, This is the Manager who spoke with you when you came into the office and it was a pleasure speaking with you. I just want you to know I have taken this very serious and even today I spent my day and focused on your son’s claim. Here is what we’re going to do to take action: 1. Landmark is paying for a new condenser upgrade and the new condensing unit will be an R410A unit.2. This means the inside evaporator coil will also need to be upgraded to an R410A unitDon’t worry, we’re taking the hit for this and paying this upgrade as well.3. Landmark is also paying any out of pocket costs for any type of modifications.4. The only thing your son should be paying for is the Service Call Fee.5. Service will be performed and expedited tomorrowThe contractor will call tomorrow to set this up (I don’t have a specific time right now)6. The parts for your new unit upgrades are ordered and ready for pickup. I hope this can help with all the issues/challenges this has caused yourself, son, pregnant daughter-in-law, and grandchildren. The contractor who’s performing this job will be EcoAirPlease let me know if you have more questions or anything else I can help you with at this time. Thanks,

***, I appreciate you reaching out to Landmark via this channelThe Revdex.com has always provided a place in which we can express contract language in a way that makes senseI have asked several contractors so as to receive an unbiased opinion of your circumstancesIf a JB Weld would
constitute an improper prior repairAll of the contractors I have spoken to, in and out of your state all agree that a JB Weld is not a proper way to repair king valvesThe diagnosis from the licensed and bonded contractor was that the freon leaked from the King Valve Landmark does have a clause in our contract that protects you a small bit from instances like theseAs you've stated that was done prior to you owning the homeWith that being said, Landmark has a clause in our contract that states: Improper Prior Repair: LHW will pay up to $to repair or replace covered items that were improperly installed or repaired prior to the contract efective date, if the improper installtion or repair was not detectable by a visual inspectio nor simple mechanical test prior to the contract effective date, as defined in service overview (3) While your claim still remains denied based on the facts and the professional contractor's diagnosis Landmark would like to honor the contract terms and provide a check in the amount of $This can be sent to an address of your choice and in whose name you adviseThank you, Candace P***Customer Relations Manager

Dear Ms***,
Thank you for giving us this opportunity to
address your concernsIt is my understanding that you were requesting a call
back from Landmark Home WarrantyAfter speaking with you on the phone, I was
able to confirm that the contractor has picked up parts and that your repair
is
scheduled to be completed on Monday, 1/11/
On behalf of Landmark management I do want to
apologize for any wait times experienced and our failure to update you in a timely
mannerAs we discussed, management is aware of problems such as this, and
along with acknowledging them, and taking full responsibility, we are quickly
providing solutions so that wait times decrease and our customers always
receive updates
Thank you for your generous patience and for
working with usIf you still need additional assistance after Monday, please
do not hesitate to contact myself directly
Sincerely,
Kristen B***
Public Affairs Manager
***@landmarkhw.com

Hello ***, Thank you for giving Landmark this opportunity to address your concernsI apologize that Landmark has not met your expectation of service on this claimWe honestly do our best to provide every valued homeowner with a positive claim experience in a timely mannerI have received your
complaint and am researching what occurred during this situationIf you could please reach out to myself directly at en**@landmarkhw.com I am happy to work with you towards an appropriate resolutionI want to assure you that management is doing everything possible to ensure that our valued homeowners are taken care of within the warrantyThis concern has been brought to the attention of our Contractor Relations DepartmentThey will address this situation with the associates and contractors involvedWe 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 important to Landmark Home Warranty and we do not take this lightlyI look forward to hearing from you soonThank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Hello Mr***, I apologize for the delay in processing your cancellation requestI will resubmit the request for expedited processingYou will hear on Monday the 6th Thank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

*** ***, Recently you left a complaint on Facebook about the service that was being provided by Landmark in regards to your microwaveI wanted to address your concernsAfter a complete review of your claim, I see where the cash in lieu was offered and you had neglected to accept it,
requesting a replacement being ordered on your behalfI know this has been frustrating for youI am curious though, in what your opinion is, between the differences in Landmark paying for the replacement in which we found comparable and having it sent to you, or Landmark providing you a check in the previously stated amount so that you may choose which microwave you would likeI hope that I can help you resolve your concernYour 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 homeowners to be equitable in every situationLandmark seeks to always create a positive claim experience in a timely mannerI am sorry that your claim did not go as expectedI understand that this has been inconvenient for youWe honestly do our best to advocate for our homeownersThank you, Candace P*** Online Reputation Specialist cp***@landmarkhw.com

Complaint: ***
I am rejecting this response because: The AC was never fixed to begin withThe first "contractor" came out and said the coil needs cleanedSo I spent $to do thatThen sent HMLW the invoiceThen they had another "contractor" come out who was there for minutes max and said he could find out the reason it wasn't working other then it is an older system and needs replacedThe contractor I used to clean the system said the same thingThere was never a time were it had gotten fixedTHE WHOLE HOUSE IS HOT!!!! I don't know how many times I have to state the problemI have done all you have asked of meBut, The system has not been running correctly for over a month nowTHAT IS RIGHT! A FULL MONTH IN TEXAS HEAT OF THE SUMMER!!! If my system is old and needs replaced, Then that is what I pay my home warranty company forFor situations like thisYou are stating to me that it doesn't run efficiently,OK then come make it run efficiently or replace the unitThat is YOUR JOB!!! That is what I pay you forI will not back down on thisWe will take this to court if we have toYou need to come and fix my AC as my family is stuck in the house with no AC in TEXAS SUMMER!!!! Do you understand? You really care about the needs of your customers? Yet my son is in a house that is 80+ degreesPlease come do your job and fix my acIf it needs replaced, Then come give me a new systemAgain......That is what I pay you forI am not accepting your response as satisfiedI am very UNSATISFIED!!
Sincerely,
*** ***

***, Unfortunately, we do not have further optionsWe are at the mercy of the contractor to resolve the issue for youAs stated in your contract, Landmark is not responsible for labor difficultiesI know this has been frustratingI apologize for your discomfort Thank you, Candace P***

Complaint: ***
I am rejecting this response because: It does not deal with the issue at hand My A/C has not been working since the 14th of August, it will be over a month when it gets resolved Landmark will not order a part from the many suppliers that have them in stock, they are waiting over a month to fix the AC because of this internal policy They have never given me a reason why they will not order the part from the many suppliers that have them available I am left to assume it is because company profits are more important than taking care of the customer needs Why was this problem not fixed weeks ago?
Sincerely,
*** ***

***, Thank you for taking the time to rate and review usWe appreciate your feedback and take it very seriouslyI am sorry to hear of your experience According to the contractor’s diagnosis, your toilet was clogged due to a pencil and scissors being found in the lineThis would
not be considered wear and tear and that is why your request was denied Landmark understood the frustrations this may have causedTherefore, we had offered you a cash out option of $This is the amount that would typically be offered for replacement had your failure been due to wear and tear The check was reissued on 02/23/18, to ensure you receive itIt will typically take 10-business days for the check to reach you If you have any further questions, please do not hesitate to let me know Respectfully, Tiffany N*** Customer Relations Manager [email protected]

Based on the property address and your name, you have had two contracts with usThe first contract expired 1/12/and the second contract expired 5/14/I am sorry sir, you have not had an active warranty with us for several monthsWith that being said, I can not and will not request to waive a day wait period that is clearly outlined in our contractLandmark must remain equitable to all homeowners and are held to strict standards via state litigationIf you would like a new home warranty you are welcome to contact our team and open a new contract Thank you, Candace P***

Hello ***, I apologize that you are still having frustrations with your service requestIt has come to my attention that you are not pleased with the time frame that the contractor can provide servicesWhile Landmark does its best to encourage the independent contractor, we do not dictate their schedulesThese contractors own their own businesses and also services their personal clientsOccasionally, they must delay a repair for a few hours if they are tied up with another jobIn this event, the contractor has been encouraged to do their best to contact the homeowner and set a new service timeIn some service situations, there are events that are out of a contractors controlYou have our Comprehensive Warranty package, per the warranty: CTO REQUEST SERVICE #- LHW will select an independent contractor to perform the service#- In 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 cSystem or appliance failure causing ongoing secondary damage to the home dA condition that immediately endangers health or safety eA condition that interferes with healthcare support of occupants fNo electricity, gas, water, or toilet facilities to the entire home #- If 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 overtimeDTHIS 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 difficulties Landmark is working hard to get you serviced as soon as possibleYou will need to work directly with the contractor to find a time that is suitable for both of youWhile the contractor was delayed on the 12th, they were going to provide service that same dayI do see where you requested in an email that Landmark cancel the service request The current email communications are noted below: From: *** *** [mailto:***] Sent: Friday, May 12, 2:PM To: Candace P*** Subject: Re: RE: RE: ***// *** ***// *** ** *** I have canceled the service request because I cannot sit around waiting for them tomorrow and/or on MondayI have a job and cannot keep working remote when I have meetings in the officeLook forward to you providing a path forwardBest regards, *** From: Candace P*** Sent: Friday, May 12, 3:PM To: '*** ***' Subject: RE: RE: RE: ***// *** ***// *** ** *** ***, I apologize for this additional setbackThe only way for Landmark to move forward, per the warranty, is to have the contractor make a diagnosis on your unitIn order to do so you will need to make an appointment with themI am very sorry that the contractor was late for the scheduled appointmentAs our contractors are independent contractors, they are in charge of their own schedulingOccasionally, contractors get caught up on a job that takes longer than the estimated timeAgain, I am very sorry that they were late and had not discussed that with you priorI am sorry that this service request is not meeting your expectationsUnfortunately, we do need a complete diagnosis from our contractor in order to compare the issue with your warranty termsOnly then will we be able to determine coverage and proceed with this service requestOnce we receive the contractors diagnosis, I will expedite the resolution on this claimBest wishes, Candace P*** From: *** *** [mailto:***] Sent: Friday, May 12, 3:PM To: Candace P*** Subject: RE: RE: RE: ***// *** ***// *** ** *** The only way this can happen is if you can get me an appointment for 4:or pm on Tuesday of next weekI have a packed schedule until thenMy renters are currently out of town so this was going to be a convenient timeBest regards, *** From: Candace P*** Sent: Monday, May 15, 6:AM To: '*** ***' Subject: RE: RE: RE: ***// *** ***// *** ** *** ***, You will have to work the schedule out with the assigned contractorAs our contractors are independent contractors, we do not have a way to alter or change their schedulePlease reach out to them directly so that they may be able to assist with your scheduleI completely understand have scheduling constraints, and generally our contractors will try their best to appease schedules of our homeownersThank you, Candace P*** From: *** *** [mailto:***] Sent: Monday, May 15, 7:AM To: Candace P*** Cc: lhwmail ; Customer Care Subject: RE: RE: RE: ***// *** ***// *** ** *** I would like to talk to your supervisor and a leader from your company and not youI am done dealing with you and your inconsiderate behaviorYour initial threat itself was off putting so I need to work with someone else in your company that actually values customersBest regards, *** From: *** *** [mailto:***] Sent: Monday, May 15, 7:AM To: Candace P*** Cc: lhwmail ; Customer Care Subject: RE: RE: RE: ***// *** ***// *** ** *** I would like to talk to your supervisor and a leader from your company and not you. I am done dealing with you and your inconsiderate behavior. Your initial threat itself was off putting so I need to work with someone else in your company that actually values customers. Best regards, *** ***, we do value you as a homeowner and are working to do all we can to assist youI am very sorry that you felt Candace was off puttingHer intent was to merely explain the parameters of the warrantyDue to the communication from you through your initial Revdex.com complaint, Candace wanted to make sure that you understood what would happen to the service request if you chose to cancelDesired Settlement: “I want them to refund the money on the policy for the aforementioned address condo I'll go find a better company and I know there are better ones.” I want to assure you that there has never been an intent to disrespect youCandace simply wanted to make sure that you understood the repercussions before she continued with your request to refund your money, as it would then cancel your contract as well as the service requestAt this time, I would like to clarify that you wish to keep this service request openI am sorry that you and the contractor have had difficulties coordinating your schedulesThey are willing to work with youAt this time, please contact them directly to set up an appointment that works for both of your busy schedulesWe would like to proceed with this service request, but cannot without a diagnosis from the contractorAs soon as we receive the diagnosis from the contractor, we will proceed with the service request in an expedited mannerThank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

***, We appreciate your feedbackI am glad that we were able to resolve your issue, by providing the correct coverage to youI hope that in the future if you do need further assistance, that you reach out to us Thank you for the opportunity to review your case

Once I called their CEO things were resolved very quickly and work was completed on SaturdayThey turned it into a satisfied situation!
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,
*** ***

*** ***This is to confirm that your Landmark Home Warranty has been cancelled for the address of: *** * *** ** * *** *** This cancellation was effective on 05/22/I am sorry to hear we are losing your businessI have submitted for the refund of $1,to ***
***at *** * *** ** * *** *** you will receive that in 10-business daysAbove is the address in which was confirmed to send the check toI did notice that your welcome letter had been returnedDo we have the correct address, or is your mail forwarded to somewhere else? Thank you, Landmark Home Warranty

6/21/To Whom It May Concern, Please note that the Service Request for Mr*** is currently open and continues to be worked onThe required coil was made available for pitodayThe repair required approval, which was authorized today by an Operations ManagerThe contractor was
notified of the approval and a service appointment will be set up by the homeowner and contractor for a mutually agreed on timeThank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Mr***,Please accept my apology for the very frustrating way Landmark handled your service requestI want you to know that I will absolutely refund your $service call feeI have processed the check and will send it to your home mailing address in StGeorge, UTThe check for the cash out of
$was sent to the property address and we are tracking it nowHeather M***, *** is the claims manager that is tracking the checkWe will of course reissue the check as soon as we verify it hasn't been cashedAgain, I am so sorry about the difficulties with this claimIf you have any additional questions or concerns, please feel free to contact me directlyI am happy to help.Best wishes,Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

Hello ***, I am sorry to hear of your continued frustration with your A/C claimMy system notes show that Landmark has made multiple attempts to reach you by phone and email so that the A/C repair may progressPlease respond to Kyla Bas soon as possible and she will expedite the
service/resolutionBest wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com