Landmark Home Warranty, LLC

***, I have researched your claimWe are sending a second opinion to your home, scheduled today 9/Once we have a clear path to move forward, we will be in touchThank you,

*** and *** ***, Thank you for reaching out to Landmark via the Revdex.com to have this claim reviewedI am in the process of researching your claim in detail and determining how and if we can better assist youOnce the review has been completed, I will be able to advise of Landmark’s stance
on this matterPlease be patient, however you should hear from me later today on this matterThank you, Candace P*** | Online Reputation Specialist | Landmark Home Warranty (Office) 866-306-| (Fax) 866-306-| www.landmarkhw.com

Dear Ms***,
Thank you for giving us this opportunity to
address your concernsIt is my understanding that you are requesting that
Landmark either provide service or provide a refundAt this point in time
parts have been ordered for the repair and the contractor has
received
instructions to contact you for schedulingApparently, there have been some
complications making contact, but a Landmark associate emailed you today with
an update and provided the contractors phone number, in case they haven’t been
able to reach you
If you do have any additional questions, or
concerns, please let me know
Thank you,
Kristen B***
Public Affairs Manager
***@landmarkhw.com

Dear MrU***,
Thank you for this additional opportunity to address your
concernsI can respect your opinion regarding the interpretation of our
contract, however, it does not change Landmark’s approach to situations such as
thisIt is true that Landmark can strongly suggest to our business partners
that they take responsibility of secondary damage they may have caused, which
is a form of mediation (intervention), but Landmark will not take
responsibility of secondary damageAs stated in our state-approved contract
(attached):
“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).”
Please allow me to explain exactly why it is that Landmark will
not accept responsibilityAs a home warranty we have entered into business
agreements with local independent contractors in the areas where we provide
coverageThis agreement involves Landmark providing work opportunities to
contractors and monetary coverage for homeownersThe contractors provide the
work and as such, they are the appropriately responsible party to guarantee
that workAll of the contractors that Landmark works with are licensed, bonded
and insured and 100% capable of taking responsibility of the work they perform
Landmark does not control their operations, because we do not own them, we
merely make suggestions based on our relationship with them and choose to
continue/end that relationship based on our experience
I understand that you feel that because Landmark provides
the information for the contractor, and makes the suggestion to work with them,
that we automatically become liableThe truth is, is that a home warranty is
essentially an entity that helps a homeowner save money on repairsLike
homeowner’s insurance and car insurance we recommend places to work with
because you can get the most for your money working through our suggestions
However, you are never required to
work with only the contractors we suggest
Every Landmark customer has the opportunity to accept a
cash-out on a repair in the amount that Landmark would have paid to the contractor that we work withIt is also
true that most homeowners do not elect this option because taking the cash-out
and hiring a retail contractor would
cost that homeowner moreIf they do not elect the option of a cash-out then
they are electing to use the contractor
that Landmark suggestedA Landmark customer is never “not permitted” to make
their own choicesThe option to work with *** *** was always your
choice as long as you wanted Landmark to cover the full cost of the plumbing
repair
With that being said, at this point in time, Landmark has
suggested to *** *** that they settle what they committed to in
private conversations held between yourself and themAgain, Landmark has no
record of what occurred, or what was said, as we were not involved in those
outside conversationsWhat we have been informed is that *** has in fact
provided a resolution and that this matter is settledIf that is not true,
please contact *** *** for further discussion regarding the secondary
damage involved in this situationIf you have any additional questions, or
concerns, regarding your home warranty coverage please let me know
Thank you,
Kristen B***
Public Affairs
***@landmarkhw.com

Complaint: ***
I am rejecting this response because: Your claims that you have not heard from my since 02/are not trueI have you personally at least three times yet you never call backI have also spoken to Aida at least twice since then tooI can provide phone records of the calls if neededThe fact remains you avoid my calls and do not return messages unless it's via Revdex.comI will allow you one more opportunity to come to a fair and reasonable resolution.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: the information on the response is not accurate, Candace has not contacted me to explain such things and I amis definitely not working with my home insuranceThe plumber they sent out did explain the issue with the access, but also mentioned it was extremely hard to get a hold of anyone at Landmark, and that he would report his findings.I must mention, Todd from customer relations has reached out to try and assist with the AC unit issue
Sincerely,
*** ***

***, Landmark admits there was an error in opening the service requestHowever, human error does not negate your contractUnfortunately you do not have coverage for a wet bar fridge, which is what the model number pulls up on the GE websiteLandmark must stand by the contract terms in which they are written in these situationsLandmark has a duty to its homeowners to treat all homeowners equitablyWith that being said, this stands as a denial and your service call fee has been refundedThank you for bringing this to our attentionIt allows for training opportunities within Landmark Home WarrantyThank you, Candace P***Customer Relations Manager

Good afternoon Mrand Mrs***,I review all the Legal complaints for Landmark, and while I have been reviewing your claim, I have come to find out that you had your unit replaced outside of the warrantyI was wondering if you could please send me a copy of the invoice from the replacement as
well as the model number for the new? I would greatly appreciate it as this will help me with the review.We are currently trying to contact Carrier International’s management to address some of the problems that arose throughout the claim process.I apologize for the frustration this claim has caused you and hope that I may be able to assist in some wayI look forward to hearing from you soon.Sincerely,Carson B*** cb***@landmarkhw.com

* *, 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 kitThe attachment you provided states that the microwave has built in capable trim kitThis means, that it is a counter top microwave, and you will need to purchase the correct trim kit (with a vent) to place this in a built in spaceLandmark remains with the fact we will not be doing anything additional 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***

Complaint: ***
I am rejecting this response because:
I received Landmark's breakdown in costs I must they have a different contract than the one that was sent to me.$Disconnect the old system and reconnect the new system (labor charges) I understand$Additional materials to make new transition (duct work) (Landmark pays first $I understand)$exacuate reclaim and dispose of refrigerant and permit (Should be absorbed by Landmark)$275 disposal of old system (should be absorbed by Landmark)$crane fees (I already paid)$electrical disconnect and wiring and foam (nothing in contract about this part of putting in air conditioner should be absorbed by Landmark)Total $3295 -(Landmark's limit) -(disposal & permit) -(disposal of unit) -(wiring & foam)The new cost is $1945. I am willing to pay is amount. I feel that this is more than fair. For all the hassle I was put through in the six weeks waiting for my new air conditioner I would really like to have a reasonable resolution for this.*** ***Sincerely,
*** ***

***, Landmark’s decision will standYour service call fee will not be refundedThe warranty covers what is inside of your home’s foundationLandmark had simply asked the contractor for his professional opinion on alternative solutions on clearing the stoppage from inside of your homeThe service call fee has been paid to the contractorPayment was submitted on 02/03/ I understand and respect your rejection to my responseIt is your home and it is ultimately your decision on how to move forward If you wish to not receive any further e-mails from Landmark, I can remove your e-mail addressI would just need you to verify it for meYour warranty will expire on 04/05/ Please do not hesitate to reach out to me for any further questions, comments, or concernsRespectfully, Tiffany N***
Customer Relations Manager [email protected]

Complaint: ***
I am rejecting this response because:The part of the sewer line that was compromised is IN THE FOUNDATION, between the house and the clean-out valveIf any roots were found (which I vehemently dispute), there is every possibility they came from surrounding dirt, or from problems down the lateral (toward street), not up the lateralThis is just the classic "home-warranty" company bait and switchThey are shirking their obligations to replace the piece of the sewer pipe that is in the foundation leading from the downstairs toilet to the clean-out valveThey refuse to help because the plumber says (their "sy" plumber, btw) that a camera has to be run to determine damage; conveniently, this isn't covered by the home warranty and would cost me $out of pocket - only to possibly discover that the home warranty company, if they can be called a company, decides to not do anything about this.I have already lost 2, almost days of work during our busiest time of the year at the USAF here at Nellis AFB, and they continue to say they are "processing the images" for a related issueFurthermore, their plumber conveniently only works from 9-M-F - when everyone else I know (including me!) has to be at work. Beyond frustrated, and tired of burning vacation to deal with a home warranty company that clearly doesn't have the best interests of their customer at heart, and is scrambling to find any reason why they can't cover at least part of the damages from wear and tear.
Sincerely,
*** ***

Hello ***, I am very sorry to hear about your continuing issuesI can see in our system that the Claims Manager is working diligently with your husband to find a positive resolutionThank you for your patienceBest, 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
After this service dispatch is concludedI would like to discuss directly with the company to determine if I will seek cancelation of the remainder of the contract
Sincerely,
*** ***

***, The link provided shows you retail costs of what we find to be comparable to your unit, which is less than what we are offering youThis indication is that the amount offered is sufficient for purchase and installWe would like to get this paid to you quicklyThe link that is considered comparable is belowI assure you there is nothing left to be done, as Landmark remains contractual in this settingPlease let me know where to send the check and in whose name http://www.homedepot.com/p/Frigidaire-Gallery-2-0-cu-ft-Built-In-Microwave-in-Bl...⇄ Thank you,

Hello **, I apologize for the frustrating experience regarding you’re A/C service requestI would like to review this issue and see what I can do to assist youWould you please contact me directly with any additional information? I will start my review right away and contact you once I have an
updateI sincerely apologize that we did not make you feel valuedThank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Complaint: ***
I am rejecting this response because:The claim was rejected based on an interpretation of "secondary damage" There was an electrical problem INSIDE the unit which caused the control panel to short out The plug may have been involved in the flow of electric current, as is the circuit breaker and the power company, but the component that caused the problem, a wire nut, was inside, and a part of, the unit The outlet in which it was plugged is still working fine as I have a Disposal unit plugged into it as well I have tried both calling and texting the contractor at *** *** *** to clarify this "secondary damage" language but have received no response All I had from them is the invoice for the diagnosis (attached) and all it says is "control panel shorted, checking on parts and getting authorization" I have heard nothing back from Beth of *** ***, which, in itself, is disturbing.LHW's denial of the claim based on "secondary damage" is unacceptable That denial has led me to shop other providers One I had in the past, *** *** ***, is less costly on monthly premiums and their representative assured me that the claim, had it been covered by them, would have been honored It is regretful that LHW, in an attempt to save a small amount of money, has used "secondary damage" as an excuse to deny a legitimate claim I had recently referred a colleague to LHW which they signed as a new customer LHW has now lost me as a customer and any future referrals from meIn addition to the Revdex.com complaint, I will pursue other means of being compensated for the dishwasher and advise prospective shoppers for home warranty insurance to investigate whether other insurers have this "secondary damage" provision in their contract.
Sincerely,
*** ***

It's been Weeks since the contractor came out. While here, the contractor told me he would come back replace a sensor. He still has not. Landmark knows about this and has done nothing. They continue to tell me they are looking into it. This is a scam, pure and simple. I know former employees who say they will do anything to get out if paying for anything.

Landmark does not even understand their own coverage and contracts they have. They refused to cover my plumbing leak repair inside my home even though it's under the "covered" section of the contract.

They also put you on "hold" for a frustrating amount of time. I really think they use this as a tactic to wear you down so you don't really fight for your claim. Does it REALLY take 15 minutes for you to read the contract... the SAME contract that you give to all your warranty customers?

They have the worst contractors and if you have an issue with the contractor. They don't do anything about it but make you pay another service fee to get a new contractor or to just have to deal with the crappy one. They are not worth the money spent on home warranty.