Landmark Home Warranty, LLC

Mr. [redacted], I am sorry that this service request did not meet your expectations. We honestly do our best to provide a positive experience for every valued homeowner. I have received your complaint with the Revdex.com and would like to address your concerns. I understand that you believe that your service...

request for your Jacuzzi fell under the warranty and should be covered. I would like to review the applicable parts of the contract so that there is not a question as to the documentation that has been followed.             I show that your contract expired on 5/27/2016. On 5/21/2016 an Electrician was requested to fulfill the service request as it was believed that a breaker was the issue with you Jacuzzi. This service request for an Electrician did fall under the warranty. Per the Contract: A.    SERVICE OVERVIEW #2 - 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 normal usage after the Effective Date of this Contract. d) are reported during the term of this Contract. Again, your initial service request for an electrician fell under your warranty. It was placed 6 days before your warranty expired. I understand that at the time of the electrician’s service, he suggested that the issue was more likely a plumbing issue. C. TO REQUEST SERVICE #5 - Each Service Request placed will pertain to items of one trade, and one trade only; items opened within the same Service Request will be subject to a $60 Service Call Fee, except for where noted in SUBTERRENEAN TERMITE TREATMENT…. Service Call Fee is due whether service is covered or denied. It is the Contract Holder’s obligation to select the trade type when requesting service. In the event the Contract Holder selects the wrong trade type the Contract Holder is required to pay a second service call fee to re-dispatch the appropriate service request. We cannot respond to a new Request of Service until all previous Service Call Fees are paid. Failure to pay the Service Call Fee will result in suspension of Coverage until such time as the proper fee is paid. At that time, Coverage will be reinstated, but the contract period will not be extended. Service work is guaranteed for 30-days.             Landmark did not receive a call to request a plumber until 6/27/2016. That is after your contract was expired and after the 30-day guarantee. It is also noted in the contract that the contract period will not be extended.   I see that you did call on 6/28/2016 in stating that the Jacuzzi was not working still and that it was a plumbing issue per the electrician. Because you did open the initial request before your contract was expired a supervisor authorized the continuation of the repair.   On 6/28/2016 a supervisor contacted you and let you know that Landmark will send a plumber but the you were responsible for an additional service call fee. The additional fee is required because a contractor of a different trade was required per the contract.   It did take Landmark some time to get a contractor that take the dispatch request. I show that a contractor came on 7/25/2016. The plumber stated that there were several toys that were blocking the filter and may have caused some of the issue. The plumber did run the motor for 10 minutes and it worked fine. The plumber could not provide access under the warranty to get into the entire system.   #7 - It is the Contract Holder’s responsibility to have the Area of Service Work free and clear of non-related items for the Independent Contractor. In the event the area is not accessible, the contractor will return at a later date and the Contract Holder will be responsible for an additional Service Call Fee.               D. THIS CONTRACT DOES NOT COVER: #7 - ACCESS: LHW is not responsible for providing or closing access to covered items, except as noted under Limits for *Plumbing and Ductwork. * Under plumbing it specifies access as going through drywall. We are not responsible for additional charges to remove or install systems, appliances, or non-related equipment in order to make a covered repair; nor do we cover the cost of restoration of wall coverings, floor coverings, counter tops etc.   It was noted that you chose not to pay the service call fee which was required per the contract. At that point, the service request is put on hold until the service call fee is paid to the contractor.   It was noted that the contractor would return once; a) access was provided, b) service call fee is paid. Both of these requirements are in the contract. Because there was no failure of the unit while the contractor was there, his assignment is considered complete.   We could send him on a recall as long as you met the contractual requirements. Because the requirements were not met, the service request is considered closed. Your warranty was well past expiration at this point as well.   I do understand that you were very frustrated that in your opinion the contractor was not professional and would not pull the panel and look at the wires. Again, this is an access issue. The homeowner must provide access and pay an additional service call fee.   I spoke with Operations and they will authorize the completion of the claim once the warranty requirements are met. The marble slab that is caulked to the wall needs to be removed and you need to pay the additional service call fee. Once this has been completed you are welcome to call into customer service (###-###-####) and the service request will be opened again.   I want you to know your concerns are not taken lightly and your complaint has been reviewed by several managers. I do understand that it can be frustrating to have extra costs that you did not expect. We know it can be frustrating when something is not listed as a covered item under the warranty. I understand that this delay has been inconvenient for you.   We honestly do our best to take care of our homeowners. Please feel free to contact me with any additional questions or concerns. Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

I have coverage and they will not reimburse for hot water heater or give me discount off my coverage for not covering my water heater. Called several times and nobody wants to be honest or help. At a minimum I should be given $75 back out of my annual premium because they did not cover the water heater and I had to pay $1500 of my own money with coverage. The coverage is worthless. Instead of getting annual business from me for decades to come they throw it all away for short-term dishonesty.

Complaint: [redacted]
I am rejecting this response because:1) Inaccurate information. At no point did the contractor offer to build the stand. We did not reject any such request. Furthermore, please note that even after we ensured a stand was built, the water heater failed inspection, due to water hoses. It is important to clarify here that the water heater failed inspection after we, the customers, did everything on our end to ensure it passed, and that there were still items outstanding (such as properly wrapping hoses) that were remained pending across at least three failed inspections.2) I have not yet received any warranty/proof of new unit information for the unit we are discussing. I cannot accept your response until I have the materials in hand.
Sincerely,
[redacted]

We have two claims out with Landmark since February 2018. We have been lied to, and given the run around now with at least five phone calls to the company. Two claims, that total over $1400. We have been told the checks are in the mail at least three times. We are hold how with Jody from your company now for 30 minutes
and I can not reach a manager or accounts payable. Shady indeed. Very shady indeed!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. But, as of this morning, the plumber is to be installing the water heater and when he was heading out to the property he mentioned that my total out of pocket would be $555 when Landmark, through email, has said that my total out of pocket would be $305. I am currently on the phone on hold waiting for someone with Landmark to respond. The fact that I have been through so much with this claim and every time the issue begins with Landmark, this is disgraceful. I am very upset with my experience with Landmark over this past year.
Sincerely,
[redacted]

Literally have been lied to the second I purchased Landmark's "warranty."

It covers next to nothing, saddles the customer with the cost, and is a quick cash grab to see how long it takes for a customer to realize they've been duped.

If you're a consumer. Don't listen to what your agent says. Avoid this company like the plague.

Complaint: [redacted]
I am rejecting this response because the response is just not true. I am not sure what she is talking about. I got another contractor to diagnose the issue and he said that the diagnosis by Landmark's contractor is not true. Moreover, I also found several reviews on the internet that said the contractor was doing similar things with other home owners where they were trying to charge them large amounts and if they refuse send Landmark a diagnosis that lets Landmark reject the claim. The system was well maintained and I would like a refund on my warranty.
Sincerely,
[redacted]

I've had several major appliances go out and Landmark, either paid for the repairs, but also paid for new appliances such as a washer, and water heater. All I had to pay was the service charge of $70. Annual fee of $625 is well worth the coverage.

The seller we purchased the home from actually bought the home warranty from Landmark. Needless to say, we will not be renewing it. They use horrible contractors. The first ac repair person came out and just wanted to run up a bill. We knew what he was saying did not make sense. Plus he wanted us to pay for 4x more R22 than what he originally said the day prior. He also said to do a leak check but did not even tell Landmark about the leak check. He said he could not do it without first going through Landmark. (Even though it’s conpletlely out of our pockets) We had to pay someone to come out and find the leak. Now Landmark is charging us another service call fee to use another technician because the first one they sent was incompetitnt and couldn’t find the problem.

Complaint: [redacted]
I am rejecting this response because:Although the July payment was waived for contract # [redacted], Landmark debited my account twice for another contract # [redacted]. I want the $48.75 credited back to my account immediately.  Contract# [redacted] should have been canceled after contract# [redacted] reactivated.
Sincerely,
Lannie A[redacted]

Hello [redacted], I apologize for the error on Friday. I want to assure you that it will not happen again. We had a glitch in our system. Your card has been removed from the cancelled account. Our records show one contract, and your payment is set at your previously mentioned amount. I did leave a...

voice mail for you on Friday. I explained the issue and assured you that it was taken care of. The issue with the phone calls has been addressed and will be taken care of. I am sorry for the poor experience. Please know that you are a valued member of the Landmark Family. If there are any additional questions or concerns, you are welcome to contact our Customer Care Department. [email protected] I appreciate your patience. Best wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

[redacted],  I have approved your parts for order. I appreciate you bringing this to my attention. You should have received an email from Landmark advising that it has been ordered, and exactly what parts. The parts usually take about 3 hours to order and generally can be picked up at willcall by the...

contractor at that point. You are responsible for scheduling with your contractor. Please reach out to them at your convenience.  Thank you,  Candace P[redacted]Online Reputation Manager

We originally had a great experience with our warranty claims and even referred them to friends and realtors who ended up selecting them and realtors who are now recommending them. However I am completely regretting that and will no longer recommend or consider renewing. If you just need a repair the experience is great however after filing the same claim three times with over 8 visits for the same issue the last repair guy said that the cooktop needed to be replaced. They then told me that the third claim would be the final one and if it couldn't be repaired that was it. At this time they now want a second opinion and are completely inconsiderate that this is the 9th time that my husband or I will have to take off work to have yet another person come out much less it is a safety hazard when you have a cooktop that is trying to ignite on its own. They are trying to avoid replacing our cooktop after we have been told everything that could be replaced has been replaced. The problem they refuse to recognize is this is a standalone cooktop and they wrongly noted it as an oven. The manager told us the appliance is several thousands of dollars and they need to replace a circuit board which does not exist in a standalone cooktop. I informed him this is not an oven nor does it cost thousands of dollars and there is not a circuit board because if there was the repair company would have replaced it. After multiple attempts they cannot seem to update their records and want us to have a 4th claim! At this point we are more than irritated and feel awful we even gave them as recommendations to others so beware there is a difference of repair vs. replacement.

Ms. A[redacted],
 The incorrect payment was found and refunded yesterday.
Hopefully you will see that on your account within the next day or two. We are
very sorry about that error. Please let me know if there is anything else I can
assist you with.
 Thank you,Kristen B[redacted]Public Affairs[redacted]@landmarkhw.com

Mr. [redacted],
Unfortunately, I cannot provide a refund without documentation
of the work completed. As a viable business Landmark  cannot just simply
provide monetary compensation when a homeowner makes a request. I would be more
than willing to assist you in a fair reimbursement but there is nothing more I
can do without receipts of the parts purchased. This is a very reasonable and
understandable request.
Respectfully,Kristen B[redacted]Public Affairs Manager[redacted]@landmarkhw.com

Dear Mr. C[redacted],
Thank you for giving us this opportunity to
address your concerns. I understand that you are requesting that Landmark Home
Warranty reimburse you for the costs of a repair completed outside of the home
warranty. Landmark has honored this request and a reimbursement check has...

been
approved in the amount of $161.11.
Landmark sincerely apologizes for our lack of
communication when a follow up call was promised. This concern has been
addressed with the appropriate parties and as a result Landmark is implementing
a technology solution, which will ensure that associates follow up with
customers during periods of high call volume.
The negligence on behalf of the contractor
involved has also been addressed. Landmark management has extended a warning
and a reminder of the service expectations they agreed to when becoming a
business partner. Should contractor behavior not improve, Landmark will sever business
ties with them.
We sincerely thank you for your feedback. Unfortunately
things do not always run perfectly, and it’s feedback like yours that allows us
to correct and improve. We also know that your time is valuable and appreciate
the time you have taken to work with us. Please accept our formal apology for
this situation and let me know if you have any additional questions or
concerns.
Sincerely,
Kristen B[redacted]
Public Affairs
[redacted]@landmarkhw.com

Hello [redacted], I am sorry this has been such a frustrating experience for you. We honestly do seek to always provide a positive experience for every homeowner. I apologize for not clarifying the diagnosis. The denial initially came in that a spoon had been lodged in the unit. Having a spoon in the garbage disposal is improper use of the unit. The issue of the spoon caused secondary damage to the seals, and thus the leaking. Landmark did not seek to cause confusion and has not changed the denial. An effort was made to simply expand on the diagnosis and reason for the denial. Again, I do apologize for the frustration. You are welcome to reach out to me directly with any additional questions. Thank you, Elise N** | Senior Reputation Specialist | Landmark Home Warranty [redacted]

[redacted],   I appreciate your concern for your home and integrity of your HVAC unit. I understand that you are frustrated with the experience you have received. I have researched into your claim to best understand how to assist you. I see that a hard start kit was installed and that the unit is...

currently working.   In comparing this to your warranty coverage, Landmark is within the contract terms in that we have the right to decide if we will repair or replace the unit. At this point, the unit has been repaired and if the compressor fails due to normal wear and tear, we will gladly look at the options.   Your feedback is important to Landmark. Your concern is not taken lightly. We always stick to the contract and all covered items every time. We follow the procedures with each of our homeowners to be equitable in every situation. Landmark seeks to always create a positive claim experience in a timely manner. I am sorry that your claim did not go as expected. We honestly do our best to take care of our homeowners.

[redacted],  I apologize that you are not satisfied with the decision of your claim. I know it can be frustrating to hear that something is not covered. Evaporator coils capture heat from the air inside your home, and are vital to the cooling performance of your air conditioning system. They...

provide the cooling that is required to produce the cold air that keeps your home comfortable when temperatures are at their hottest. Additionally they are involved in the dehumidification process. As the coils become cooler, water condenses on them and is removed from the air inside your home. It is then collected in a drain pan, where it flows away safely. Since the coils are usually damp it is very easy for contaminants to stick to them. Dirty air filters in the system or lack of air filters can increase the amount of material that makes contact with the evaporator coil. This can happen in just a short period of time.  When evaporator coils and condenser coils get dirty, there can be problems such as: reduced heat transfer, decreased cooling capacity, increased energy consumption, increased operating pressures and temperatures, increased wear on the system, which can lead to component damage, system malfunctions and reduced life expectancy, buildup of ice on coil. General maintenance, as you described would include changing your filters and having the system tuned up professionally twice a year when the seasons change, and you switch from heat to AC. However maintenance is defined as the process of maintaining or preserving someone or something, or the state of being maintained -- the process of keeping something in good condition. If the coils are prone to collecting dirt and debris easily, monthly cleaning may be required. Otherwise, you may need to clean them every three months.  Landmark received a diagnosis from the licensed and bonded independent contractor advising that the evaporator coil is severely impacted with cat hair, and due to this the unit had failed. The contractor is unsure if a chemical cleaning will resolve the issue. Pictures were provided of the coil. I apologize that you are not satisfied with the decision to deny this claim, however with the photos, as well as the contractors professional diagnosis the claim will remain denied due to lack of maintenance.  Thank you, Candace P[redacted]cp[redacted]@landmarkhw.comCustomer Relations Manager

Mr. [redacted], I appreciate the honest feedback you have provided regarding you’re A/ C claim. I apologize that your claim experience did not meet your expectation. I have worked with the operations department to research and review your issue. If I could summarize the claim, I can make sure we are on...

the same page. 6/21/2016 – A service request was placed for a Goodman unit. It was indicated that the past few weeks the unit had been running continuously and the house had not been cooling down. (4pm)(5pm in TX) 6/22/2016 – [redacted] called in because he had not received the service request email that is automatically sent from the system. The name of the contractor and contact information were provided. The contractor was also contacted to make sure they received the dispatch ticket. They did. They would be calling the homeowner right away. (9:30am)(10:30 in TX)(Contractor called homeowner by 11:31am Texas time) (This meets the 4 hour business hours contact window per the contract) 6/22/2016 – Dimension Electric & A/C schedules homeowner on 6/23/2016 between 8am and 5pm. (within the 48 hour service window) Contractor had actually diagnosed the unit by 10:30am.   C. TO REQUEST SERVICE 1) We are available to accept service calls 24 hours a day, 365 days a year.   2) When you call with a Service Request, we will contact an INDEPENDENT CONTRACTOR who will contact you directly to schedule a convenient appointment during normal business hours. On weekdays, the contractor will contact you within 4 business hours of opening a Service Request.   3) Under normal circumstances, LHW will initiate the performance of services within 48 hours after the request of the Contract Holder. In the event of an emergency, we will make reasonable efforts to expedite service within 24 hours. An emergency is defined as a failure resulting in 1) Plumbing failure that causes interior flooding; 2) a complete loss of heat or A/C in extreme temperatures; 3) A condition that immediately endangers health and safety; 4) A system failure that is causing ongoing damage to the home. If you should request us to perform a non-emergency Service Request outside of normal business hours, you will be responsible for payment of additional fees, including overtime. (It was not considered an extreme temperature situation.)   4) We require you to contact us so we may have the opportunity to select an INDEPENDENT CONTRACTOR to perform the service. We will not reimburse you for services performed by your own contractor without prior authorization. Each Service Request placed will pertain to items of one trade, and one trade only; items opened within the same Service Request will be subject to a $60 Service Call Fee…..(termite treatment exclusion) Service Call Fee is due whether service is covered or denied. It is the Contract Holder’s obligation to select the trade type when requesting service. In the event the Contract Holder selects the wrong trade type the Contract Holder is required to pay a second service call fee to re-dispatch the appropriate service request. We cannot respond to a new Request of Service until all previous Service Call Fees are paid. Failure to pay the Service Call Fee will result in suspension of Coverage until such time as the proper fee is paid. At that time, Coverage will be reinstated, but the contract period will not be extended. Service work is guaranteed for 30-days.   5) To ensure you receive reputable and unbiased service, we have built an extensive network of Independent Contractors who provide service to our Contract Holders. Our network, however, is not all-inclusive for every trade, in every town. For that reason, we may authorize or require you to contact your own Independent (out of network) Contractor directly to obtain service. If so, a Customer Care Representative will provide you with Independent Contractor requirements. LHW will authorize payment or reimbursement for approved service and/or repairs, based on our negotiated rates with our Independent (in network) Contractors and Supply Warehouses.   If I may review the key points that I have underlined;             Our contractor will contact you within 4 business hours. (8 to 5) Under normal circumstances, the contractor will contact the homeowner within 48 hours to make an appointment. An emergency is defined as a complete loss of heat or A/C in extreme temperatures.             You indicated that the unit was in fact running, just not cooling to your expectation. Landmark assigns the contractor and under no circumstances will reimburse for a contractors work outside the warranty unless there is previous authorization. If Landmark is not able to assign a contractor in your area we may authorize the homeowner to contact a contractor outside of our network. If this happens, the Independent Contractor Requirements must be met.             Landmark did not authorize the use of an outside contractor at any time. All reimbursements are based on our negotiated rates with our contractors and supply houses. The cash in lieu offer of $473 was based on our negotiated rate for the compressor. 6/23/2016 – homeowner called in to say that the contractor had been there but the unit was not working again. A recall was set up for the contractor to return. (10:35am) Landmark contacted the contractor to get the initial diagnosis on the repair. 6/24/2016 – Contractor provided the diagnosis, “The compressor is shorted to ground because of bad valves and age so it trips the breaker.” No modifications required for homeowner (out of pocket). Generic parts cannot be used. The contractor noted that the entire unit may need to be replaced. The R22 replacement part was available at the local supply house. Federal regulations state the R22 unit will be phased out by 2020. However, if the replacement part is currently available, it can be used to replace an R22 unit. Because only the compressor was failing, Landmark followed the contract by agreeing to replacing the compressor per the coverage for A/C. The entire unit was not in failure. 6/24/2016 – homeowner called in asking what the cash in lieu offer would be for the compressor. It was still being worked up at that time. Per the contract: D. THIS CONTRACT DOES NOT COVER: 10) REPAIR/ REPLACEMENT/ UPGRADING: LHW is not responsible for delay in obtaining parts or replacement equipment. We reserve the right to repair and/or replace systems and appliances with nonoriginal manufacturer’s parts, including rebuilt or refurbished parts. We reserve the right to obtain a second opinion at our expense. We will not upgrade any covered item. We are responsible for providing installation of equipment comparable in features, capacity and efficiency, but not for matching in dimensions, color, or brand. We are not responsible for the cost of construction, carpentry, or other modifications made necessary by existing or installing different equipment. We reserve the right to provide cash in lieu of repair or replacement in the amount of our actual cost. When providing cash in lieu of replacement, installation is limited to one hour of labor. Payment will be provided based on our negotiated rates with our Independent Contractors and Supply Warehouses, which may be less than retail. We are not responsible for work performed once you accept cash in lieu of service. If we provide reimbursement or cash in lieu of service the approximate time to issuance of a check is 10 business days.             6/24/2016 – CIL work up was completed and offered. Again, we have negotiated prices with our supply houses. Homeowner called in and accepted the cash in lieu offer.             $329.00         4 ton R22 Compressor             $65.00           one hour labor             $60.00           6 lbs. of Freon @ $10             $13.13             liquid line dryer             $6.29              run capacitor             $473.42          Total The CIL offer met the guidelines of the contract. Per the contract, we are not responsible for any work performed once you accept the cash in lieu. Mr. [redacted], I understand the frustration regarding the service request. It is clear that this issue has been important to you. . I am sorry that your claim did not go as expected. I do understand that it can be frustrating to have extra costs that you did not expect. We know it can be frustrating when something is not listed as a covered item under the warranty. Your feedback is important to Landmark. Your concern was not taken lightly. We always stick to the contract and all covered items every time. Landmark follows the procedures with each of our homeowners. Landmark seeks to always create a positive claim experience in a timely manner. We follow the guidelines of the contract as to be equitable to all of our homeowners. I understand that this claim outcome has been inconvenient for you. We honestly do our best to take care of our homeowners. Due to the previous contract information provided, it is the position of Landmark that the contract was followed and that your choice to replace the entire unit falls to your accountability. I am happy to answer any questions or help with future warranty needs. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]