Landmark Home Warranty, LLC

*** ***, thank you for providing Landmark Home Warranty with this feedbackThis has been brought to the attention of our Claims Management DepartmentI 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 I have reviewed your request to have your service expeditedAt this time, your unit is under manufacturer's warranty until Landmark does understand the need to have this expedited, however under manufacturers warranty, the contractor is at the mercy of the manufacturerLandmark understands your position, you must work directly with the contractor to get this resolved, as your warranty does not cover for items under manufacturer's warranty Landmark must remain equitable to all homeowners, to do so, we must follow the contract terms as they are writtenPlease feel free to reach out to me directly should you have any further questions or concerns Thank you, Candace P***Online Reputation Managercp***@landmarkhw.com

Hello ***, I apologize for the problems with you’re A/C service requestI have researched the concerns listed in your Revdex.com complaintI understand that while you were working with Jesse, you requested that your concerns be escalated to another managerPricilla took over the service request
While researching this issue, I found that Landmark did in fact agree to refunding your service call fee of $I will process this refund todayYou can expect to receive the check within to business daysThere were modifications required for your repairLandmark does not cover for modsI apologize for the confusionIf you have further questions or concerns, please feel free to contact me directlyI am happy to assist youBest wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Ms***, In regards to your request for reimbursement, the contract terms will be considered, and only the contract terms.As your contract specifically states that we do not reimburse for work done outside of the warranty, as well as no secondary damage or carpentry will be included as a covered item, your request for reimbursement has been deniedThe terms of the warranty are below The terms that specifically apply to you are:CTO REQUEST SERVICELHW will determine what constitutes an emergency and will make reasonable efforts to expedite service within hoursAn emergency is defined by LHW as a failure resulting in: aPlumbing failure that causes interior floodingBComplete loss of heat or A/C and interior home temperatures are below degrees Fahrenheit or above degrees FahrenheitetcIf LHW does not deep your service request an emergency and you request service to be performed 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 authorization DTHIS CONTRACT DOES NOT COVERRepairs or replacement required as a result of fire, freeze, flood, or other acts of God; accidents; vandalism; neglect; misuse; abuse; missing parts; cosmetic defects; design flaws; manufacturer defects; structural defects; power failure, shortage, surge or overload; inadequate capacity; or damages due to pests or petsConsequential or secondary damage, including consequential damages due to a service contractor's conventional repair efforts of the primary itemFailure to provide timely service due to conditions beyond LHW's control, including but not limited to, part or equipment delays or labor difficultiesProviding or closing access to covered items, except as noted under limits for plumbing, electrical, and duct workLHW is not responsible for additional charges to remove or install systems, appliances, or non-related equipment; nor does LHW cover the cost of restoration of wall coverings, floor coverings, counter tops, etc PLANSIESSENTIAL PLANSPlumbingLimits: LHW will provide access through unobstructed walls, ceilings, and floors only, and will proivde cash in lieu of returning the access opening to reough finish condition in the following amounts: smaller that square feet: $40; 5-square feet: $

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 mannerWe have received your complaint and
will research what occurred during this situation right awayA member of our team will complete a review and determine an amicable solution to this problemYour feedback is important to Landmakr Home Warranty and we do not take this lightlyI look forward to resolving this complaintThank you, Candace P*** Online Reputation Manager

*** and *** ***, Thank you for allowing Landmark to review your claims in hopes of coming to a resolution quicklyI see that you have experienced frustration within this service claim, and I want to apologizeI can see that it would be very frustrating to essentially, be left in the dark
as to when your unit will be fixedAt this time, I see that the contractor was out recently and will be back out today, in hopes of repairing the issueI will be following this claim closely until the issue has been resolvedYour feedback is vital to Landmark, as it is the quickest way for change to occurYou are a valued homeowner to Landmark and I will do all I can within the warranty guidelines to resolve the issue timelyShould you need anything in the meantime, please let me knowBest, Candace P***

I have lived at my home for about 6 months now and have had 2 incidents where the company denies claims for things that should be covered under the warranty. They hide their crooked faces behind minute things. Both are water issues that caused damage because of the pipes and out of my control. Awful to work with.

Complaint: ***
I am rejecting this response because cash in lieu offer is too low
Sincerely,
*** ***

Hello Mr***, I apologize for the frustrating claim experienceI understand that we did not meet your expectation of service and I am sorry for thatWe always seek to provide a positive claim experience in a timely mannerYour request was reviewed and has been processed todayYou will
receive a full refund on your renewed contractThe check will be mailed tomorrow and you should receive it in to daysYour payment information has been removed from our system and you will not be contacted by LandmarkYour 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 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 warrantyI understand that this has been very inconvenient for youWe honestly do our best to take care of our homeownersIf you have any additional questions or concerns, please don’t hesitate to contact me directlyBest wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty ***

Dear Mr***,
Thank you for giving us this opportunity to
address your concernsIt is my understanding that you are requesting a
reimbursement in the amount of $As I explained in the voicemail that I
left, for liability reasons I am not able to reimburse you without
documentation
If you could please send receipts to myself
directly at ***@landmarkhw.com,
I will be able to review them for possible reimbursementIf you have any
additional questions please contact me directly
Thank you,
Kristen B***
Public Affairs Manager
***@landmarkhw.com

Hello ***, Thank you for bringing this issue to my attentionI am very sorry to hear about this frustrating experienceI apologize that Landmark has not met your expectation of service on this claimThis is not the type of service experience that we wish for our valued homeowners to haveYour
concerns will be researched and reviewed immediatelyI pledge you that your feedback is important to Landmark Home Warranty and we do not take this lightlyPlease note that Landmark must operate within the parameters of the warranty contract to comply with state business regulations as well as remain equitable to all our valued homeownersPlease know, Landmark truly appreciates the feedback from our homeowners and we will use your experience for training purposesIf you have any additional questions or concerns, please reach out to me directlyThank You, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@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 mannerYour feedback is important
to Landmark Home Warranty and we do not take this lightlyI have received your complaint and have researched what occurred during this situation.As I understand, you do not believe the filter was the issueThe contractor provided pictures of the unit and filterEverything was thoroughly reviewedThe contractor’s diagnosis stated, “failed blower motor, extremely dirt filter restricting the air flow and making it over work and heat and that caused it to fail.” He said this is due to lack of maintenanceThe findings of the review by Landmark stated, “this will be a denial because it is due to lack of maintenance because the filter was dirty and restricted the air flow to the motor and caused it to fail.”You may find the information in the following blogs helpful: http://blog.landmarkhw.com/post/air-conditioning-service-and-maintenance http://blog.landmarkhw.com/post/hvac-maintenance-best-practicesThe crux of the issue is whether the unit failed because of the clogged filterHVAC manufacturers are very clear on the importance of maintenanceThese units will fail if air flow is restricted.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 Optionb) 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.CTO REQUEST SERVICE#- We are available to accept service calls hours a day, days a year.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. #- 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. I apologize for your frustrating claim experienceI understand that it is upsetting to find out something is not covered under your warrantyIt is always frustrating to have expenses that you did not plan forI 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 want to assure you that management is doing everything possible to ensure that our valued homeowners are taken care of within the warrantyI have attached the photo of the filter which clearly shows complete blockage of air flow to the unitIf you wish to cancel your warranty, you are welcome to do soThe refund will be pro-rated and you will be refunded the remainder of the 12-month payment cycle, less the $administrative fee.Please feel free to reach out to me directly for any additional questions or concernsPlease let me know if you wish to proceed with your contract cancellation as well.Best wishes,Elise N** | Online Reputation Manager | Landmark Home Warranty ***

Hello *** & ***, Thank you for taking the time to bring your concerns regarding your service experience to LandmarkI want to assure you that your concerns are not taken lightly and that all of the issues were researched
I can understand the frustration and I want to assure you that Landmark always seeks to provide a positive experience in a timely manner Our research indicates that you felt the contractor, Sunrise would cover for the leak detection test when it was diagnosed by them that the coil might need to be replacedLandmark does not cover for leak detection testsA leak detection test is required when the leak cannot be found in accessible linesLandmark does cover for accessible linesI am sorry that there was a misunderstandingThe leak detection test would be your responsibility to pay for and arrange on your own with the contractorWhile I do not know what your personal experience was with the contractor, I understand that you did not wish for them to return to your homeI apologize that you were not satisfied with this contractor and that you had a poor experienceWe did send another contractor out for a second opinion, while they did not diagnose that the coil needed to be replaced, they did find a leak as wellAgain, a leak test is required as the warranty only tests for leaks in accessible linesThe 2nd contractor believed the leak was in the pipes, which again, are not accessibleLandmark is happy to proceed with this service request as soon as the leak detection test has been performed by a licensed HVAC contractorI know this has been frustrating and the resolution has not been swiftPlease contact Landmark with the diagnosis and results of the leak test and we will proceed from thereYou are very welcome to contact me directly with any additional questions or concernsBest wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. I hope the check truly is in the mail this time. If it is received, this resolution will be satisfactory to me
Sincerely,
*** ***

***, I am sorry to hear about your frustrationI understand that at a time of high temperatures, the ability to wait may not be availableI want to apologize on behalf of Landmark for our phones being downIt is certainly never our intent to leave a homeowner feeling as if they cannot reach
usRecently you requested a review of your service request through our customer service team and they denied being able to reimburse you for the amount on your invoiceI want to let you know that they were right in responding in that mannerOur contract specifically states that we do not reimburse without prior authorizationIn your circumstance though, the reimbursement of $(we must subtract what you would have paid for your service call fee that was refunded to you) is outside the guidelines of the contract and is considered a benevolence decision from our operations departmentAny future requests for reimbursement will follow the guidelines of the warranty strictly so as to be equitable to all homeowners I will make contact with you directly in regards to this Thank you,

Dear Ms***,At this point in time Landmark Home Warranty has reimbursed you for the repairs completed outside of the home warranty at the agreed costI am unaware as to what more can be done since Landmark has upheld their contractual obligation and provided a resolutionMy hope is that you are satisfied at this point in time since this rejection did come shortly before I received confirmation that your claim had been completed.If there is anything else I could assist you with please let me know.Thank you,Kristen B***Public Affairs Manager***@landmarkhw.com

Complaint: ***
I am rejecting this response because: I expect a refund at this time not more waitingAs Inexplained in my complaint, I HAVE ALREADY provided both items landmark is asking forI sent our copy of the invoice times, scanned and photosThe guy Mike said it would be ok as long as it had their company logo on it which it doesThis is All we haveI reached out to the plumber who told me he does not have time nor any benefit to stop what he's doing to send landmark his copy of the invoiceFrankly, he shouldn't have to and should NOT be botheredThis is a complaint and a problem between myself and landmark not the plumber we hiredThe check payment was also provided as wellThere was the bank paper showing the draft check and a copy of the cashed check front and backWhat more do we have to do? I cannot believe this is till going onWe have done all that we should and landmark refuses to be a stand up company and take care of its customersJust because landmark refuses to do the right things and is so busy trying to get their proof since they are a sneaky terrible company does not mean their customers are dishonestThis needs to be taken care of by a supervisor immediately who has experience and therefore knows how to do the right thing and close this claim with our paymentThis is a Unacceptable business practice.
Sincerely ,
*** ***

7/13/Revdex.com Response to Revdex.com Complaint Hi ***, I would like to apologize to you for your poor experience regarding you’re A/C service requestI can understand the frustration that comes with being hot and the uncertainty of wondering how long you can endure itIt was not our intention to make
you waitYou are a valued homeowner and we are honestly trying to do our best to take great care of each and every homeownerAt this time, I can refund you the $service call feeI will process that todayI will submit your request to cancel your policy as wellI do show that you have an open service request for the A/COnce the SR has been closed, we can cancel your policy and provide the refundPlease feel free to contact me with any questions or concernsBest wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty ***

Dear MrU***,
Thank you for giving us this opportunity to
address your concernsPlease allow me to explain Landmark Home Warranty’s role
in this situation and the steps we have taken to assist you as our customer
On 12/30/Landmark opened the original claimThe
information
provided was that a toilet base was leaking*** *** arrived at the
home and provided the repair on 12/31/On 2/17/2015, a little over a year
later, Landmark received the call that the master bathroom toilet was leaking
at the baseAs stated in our contract (please see the attached):
“Service work is guaranteed for 30-days.”
Landmark sent a new plumbing claim for the toilet to *** *** on 2/17/and they serviced the home on the same day What the technician found was that the toilet
was loose and had been leaking for a while, the floors were torn up and black
mold was presentDuring this visit the technician and Landmark provided the
information that flooring and mold are not coveredAs stated in our contract:
“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); 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.”
Mold, especially as a result of water damage, takes a
certain amount of time to form and Landmark Home Warranty will not take
responsibility for the lack of attention to a water leak within a years’ time
It is my understanding that conversations occurred between
yourself and *** *** in regards to the damage and the possible causes
of that damage, which Landmark does not have record of and cannot verify*** *** is a business partner of Landmark Home Warranty and an independently
owned and operated companyAs such, Landmark is not responsible for
arrangements made between homeowner’s and the contractors outside of the
service work noted on the claim
Landmark has assisted in mediation and according to our
records *** *** has been in constant communicationAt this point in time
Landmark has been informed that *** *** has an appointment scheduled to visit
the home by the end of this weekRespectfully, any decisions moving forward regarding
any possible repairs in relation to secondary damage will be made between
yourself and *** ***Landmark has upheld our contractual obligation
I hope this helped explain the role Landmark has in this
situation and what we have been able to assist withAny decisions moving
forward are the responsibility of *** ***Please let me know if you
have any additional questions
Thank you,
Kristen B***
Public Affairs
***@landmarkhw.com

Dear MrO***,Thank you for giving us this opportunity to address your concerns
I understand that you are requesting that Landmark Home Warranty reimburse you
$for a repair completed outside of the home warranty on your A/CPlease
allow me to explain why we cannot fulfill that
request
As stated in our contract:“For the applicable Service Call Fee, LHW will perform A/C Pre-season
Tubetween March 1st and April 30th.”
As stated on our website via the link provided (http://www.landmarkhw.com/Warranty/air-conditioner-tune-up.aspx):
“Due to the high demand for
this service, please allow 10-days for scheduling once you submit your
requestUse our Submit Claim form
to request your tubetween February
and March for warmer climates like Texas and Arizona, and March and April for the cooler
climates like Utah, Oregon, and Idaho.”
To be clear, Landmark does
not have a two-week wait to initiate claim service for items that have
failed, however, during the notated time frames there could be a wait for an
A/C tuto be initiated
When *** *** *** *** *** arrived at the home to perform the A/C
Pre-season Tune-up, they found that more work was required on the HVAC systemSince
Landmark Home Warranty did not receive a call prior to the work being completed
and were not allowed the opportunity to provide services, reimbursement is
being deniedAs stated in our contract:
“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 authorization.”
I hope this helped explain why Landmark is denying the requested
reimbursementLandmark will provide coverage as guaranteed by our contract,
but must be given the opportunity to do soAs a Landmark Home Warranty
customer your confidence in our coverage is very important to us and we hope
that you will call us first next time a repair is neededPlease 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:There are some things I would like to clarify, the amount of $to the contractor is accurate, I first believed it was $because it was what the check stated and then I seen the deductible of $for the Landmark FeeThe next thing I would like to clarify is that I never stated it happened again or it is a reoccurring issue, we was instructed by the contractor to not use the bathroom for a few days while the toilet setOnce we actually used the bathtub it was draining slow to the point where after a min shower there was about 3" of water in the tub that took a few hours to drainI do understand that the time it took for me to contact someone was a little delayed and I take responsibility for that because my work hours are from 0445-daily with a min lunch break not including any extra duty I may have had because of the military, I can if needed get something in writing about these hours because the military keeps very tight tabs on their membersI explained to the contractor and Landmark when I spoke with them that the issue was never resolved to begin with, which in my eyes negates the issue of only doing it once a year as the job was never fully completed, I was then advised from Landmark that I could request the same company come out and service it again at my expenseI did not agree with this solution because it could be how that company works and makes money by not fully completing jobs for Landmark making the customers pay more to have it done right the second time aroundI tried to look into the company contracted by Landmark to see if there were similar issues from other customers only to find nothing about Second Opinion Plumbing besides a Facebook page that seemed to be created March 7th 2016, which lead me to believe it was not a very established companyUnfortunately I was not home during the repairs so I cannot speak on what the contractor actually did or discovered, my wife was home but was working and was not able to stand over the contractors shoulders to ensure he was actually doing what was statedLastly I returned a phone call from Landmark today (04MAR2016) I did not intimate the phone call and I assumed the call was in relation to this complaint I filedI would request that Revdex.com not disregard this complaint as it has not been resolved yetI acknowledge that if the issue is the septic tank I am fully at fault, and I have a separate warranty for the septic as it was just inspected and cleaned on 29JANAdditionally the contractor never located the clean out outside the home to determine if it was from the house to septic or septic to house, as I have done plumbing before joining the military I am fully aware of how the septic systems work.
Sincerely,
*** ***