Landmark Home Warranty, LLC

Hello [redacted], I am so sorry to hear about this obviously frustrating claim experience. I want to assure you that this will be submitted for review immediately. I see that we have your home inspection on file. It looks like it was recently requested that you provide the invoice from the camera being...

run. I will continue my research and work toward an appropriate solution right away. You are a valued homeowner and I apologize for the poor experience thus far. Thank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

[redacted],I assure you Landmark is doing everything by the dictation of the warranty contract to provide the service purchased. Landmark has not looked for ways to deny you coverage, however, we do proceed with our contractors’ professional opinions.As has been discussed, the amount that was provided to...

Eric, your sales rep was not meant to be sent to you. It was the parts (at Landmark’s below retail cost) and did not include fees for labor. This information was relayed to [redacted] who then approved the higher cost payable to the contractor. While the tenant’s situation put the homeowner in a stressful situation, Landmark is responsible to the homeowner and to the contract. The duress felt during this situation is part of being a landlord. The fact remains that it was approved to be paid by [redacted], your partner (acting for the homeowner), and was never agreed to be reimbursed by Landmark. The amount that was charged was from the independent contractor, and was therefore at retail rates, as it was not covered by the warranty, and deemed lack of maintenance. This was not wrongfully denied, as our contractor provided Landmark with pictorial evidence showing the unit in neglect and was caked in dirt and dust.Once a claim is denied Landmark can no longer determine who performs the work, as it is outside of the warranty coverage. The mistake on Landmark’s part was corrected when we discussed the discrepancy over the phone with [redacted] and he agreed to the higher amount, understanding that it was at the retail costs payable to the independent contractor. Landmark is going above the call of duty in explaining this to you. This bill is not going to be reimbursed, and is therefore, to be worked out between you and the homeowner, as you acted on behalf of the homeowner in approving costs outside of the homeowner's home warranty. Thank you,

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.
Sincerely,
[redacted]

I apologize for your frustrating claim experience. I understand that it is upsetting to find out something is not covered under your warranty. It is always frustrating to have expenses that you did not plan for. I apologize that Landmark has not met your expectation of service on this claim. We...

honestly do our best to provide every valued homeowner with a positive claim experience in a timely manner. I want to assure you that management is doing everything possible to ensure that our valued homeowners are taken care of within the warranty. Your feedback is important to Landmark Home Warranty and we do not take this lightly.  The contractor’s diagnosis follows: Coils are dirty and causing unit to ice up. When ice falls into drain pan it takes flakes of rust with it. the rust then blocks the drain. Recommends cleaning the coils and re modifying the drain line system. Your contract does not cover for cleaning or basic maintenance. For these reasons we are not able to cover the repairs. However, we look forward to serving you should you need us. And if you have any questions about the diagnosis and the reason for this denial please give us a call. I hope this helped clarify why Landmark will not be able to provide the repairs. Your understanding of the coverage provided by Landmark Home Warranty is important to us. Please contact us directly if you have any additional questions or concerns.  Thank you, Candace P[redacted]

Hi [redacted], I am glad that you have been taken care of. I apologize that you were not made to feel like a valued homeowner. I do appreciate the opportunity to address your concerns. We honestly do our best to provide every valued homeowner with a positive claim experience in a timely manner. This issue has been brought to the attention of our Claims Management Department. I want to assure you that management is doing everything possible to ensure that our valued homeowners are taken care of within the warranty. You are very important to us as a Landmark Home Warranty customer! If you have any additional questions or concerns, please reach out to me directly. Thank You, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Complaint: [redacted]
I am rejecting this response because: Almost three weeks later I am no closer to a repaired AC unit and every day that goes by adds to my out-of-pocket expenses since we currently cannot stay in the home due to the high temperatures.   I still don't have a repair date since neither the home warranty nor the contractor are willing to provide me a service date. I'm not sure who is dropping the ball in this case but the level of service has been nothing short of a horrible experience both with Landmark and the contractor All Seasons Heating and cooling.
Sincerely,
[redacted]

Hello [redacted], Please accept my sincere apology for this claim experience. We always seek to provide a positive service experience for all our valued homeowners. We also follow the contract to be equitable to every homeowner. Your complaint has been thoroughly review by several management tiers. It will remain a denial per the contract coverage. Best wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Complaint: [redacted]
I am rejecting this response because:Your employee (my claim manager Marcie) on 8/14/17 told me I would receive a cash payment for my expenses out of pocket.  It was not explained to me that it would then void my warranty for that item if I accepted the payment.  Also, The reason we declined service from YOUR provider is because they did not do good work, they are the reason that the AC was not working.  They came out to our house on 7/6 to fix it when it wasn't working, then it stops working with the same problem again a month later? They they claim the inside portion of the unit (in the attic) has to be replaced because it isn't compatible, but they NEVER stepped foot in my house to look at it, so how would they know that.  Your provider was taking advantage of not just us but you.  I am concerned that they did damage to my unit and it may have further problems.  When I brought that up to you on the phone your defense was that they are 'licensed and bonded' that has nothing to do with their work history or customer satisfaction.  We did NOT decline the service solely based on the price of the repair, it was based on us asking for a second opinion and getting that opinion.  I feel that you are making decisions based on what you are told by your contractor who did not work it properly in the first place.  Furthermore, when I spoke with Marcie on 8/12 I told her that I wanted someone other than Sunrise to come out, and she said I could have a different company, then I find out on Monday that the only company I could have come out is Sunrise that you would NOT send a different contractor out.  That is another reason why I had a second opinion.   I feel that you are making this decision solely based on your past experiences and protocol, not the fact that YOU sent out a company to REPRESENT your organization and they did POOR work.  I don't think what I am asking for is out of line.  Your company approved its replacement, I am asking that you follow through with that approval, just NOT with that company.  I would like the opportunity to choose the company that will come to my house and do the work.  I do not feel that is unreasonable, I feel that given the experience we have had with you and your backtracking to not follow through on your PROMISES to CALL PEOPLE BACK in a timely fashion, nor provide GOOD work by your selected contractors I am entitled to the work being done.  
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

Hello Mr. [redacted], Thank you for bringing this issue to our attention. While we did have some system issues earlier in the week, I can understand the frustration as a homeowner. The system notes show that your contract was renewed and that you could open a service request right away. I apologize for...

the delay. Thank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

[redacted],  Landmark sincerely apologizes for the mix up. We are working diligently to rectify the problems that have occurred. Please let us know if there is anything further we can assist you with. Thank you,

Hello [redacted], Thank you for sharing your concerns regarding your plumbing issue. Our system shows the contractor is coming today. I do understand the frustration and I am so sorry that this service request was not handled better. Please feel free to contact me directly if you need further assistance....

Thank you, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Hello Mr. [redacted], I apologize for the continued frustration regarding you’re A/C claim. I do see in our system that it has been actively worked on. There are delays due to the Out of Pocket Costs. I understand your frustration. The heat makes an already tough situation worse. I will have a member of...

my team research and review the situation to see if we can offer assistance with the resolution of your claim. You should get an update soon. Best, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

9/28/2016 Revdex.com response   Hi [redacted], I want to thank you for giving Landmark this opportunity to address your concerns. I apologize that Landmark has not met your expectation of service on this claim. We honestly do our best to provide every valued homeowner with a positive claim experience in a...

timely manner. I have asked that a Supervisor in the Operations Department review your concerns and your request. They will address this situation right away. I want to assure you that management is doing everything possible to ensure that our valued homeowners are taken care of within the warranty. You are very welcome to reach out to me directly as well. I am happy to answer any questions or concerns. Your feedback is very important to Landmark Home Warranty and we do not take this lightly. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Complaint: [redacted]
I am rejecting this response because:By the contractors definition of the unit in a state of imminent failure... the compressor is not repaired  it jimmy rigged, modded, and not to factory spec  
Sincerely,
[redacted]

[redacted],   It appears that we had the wrong model number for the compressor. I have located an accurate model number and passed that along to our parts team. You likely just received an automated email advising that the repair had been approved. We are working on ordering the parts now. I will update you soon as to when they are actually ordered. Thank you,

Complaint: [redacted]
Per your request, I have uploaded the invoice, my receipt for the water heater and more pictures of the damage caused to my ceiling were enclosed. I look forward to your response.
Sincerely,
[redacted]

[redacted],  Thank you for reaching out to Landmark. I am glad that your service request has been approved for repair. We are hopeful that this will be a quick process for you. In regards to your request to have funds refunded to you. Landmark would stand by the contract. The service fee is listed...

as due per the contract terms. Additionally, Landmark specifically excludes leak detection tests. However you are entitled to $20.00/pound of freon covered by your warranty. We would be happy to reimburse you $60.00 for the 3 lbs of freon you paid out of pocket for. This will come in the form of a check, and would take 10-14 business days to reach you. I will send this directly to the property address on file, addressed to you.

Hi [redacted],   Thank you for your patience while I researched your addition request. To be sure I cover all of your request. Let me refer directly to you email.   1 - Please provide me with the recording of the conversations made from 7/6 to 7/17 pertaining to my claim.  2 - Secondly, please provide me with the call in information to Landmark to suspend my service request.  [redacted], Apex Home Warranty, informed me that a phone call made from Landmark was placed to suspend my service until further notice.  Landmark mentioned to me that I delayed service, but no records can be placed.  3 - Thirdly, please provide me with the code reference # (Bexar County Reference) would be sufficient if state is not present that a requirement of a float switch is made on every a/c unit.  PVC added to a unit would be a replacement not a modification to a unit for a drain cleaning.  And copper requirements added would not be necessary.  Aluminum would be sufficient, and it comes complete with the Builder’s Grade Goodman’s Coil System Your representative and contract negotiator, Keith C[redacted] is presenting this requirement.  As well as Theresa S[redacted] (OPS MGR.) and Jeremy S[redacted] (OPS MGR. X[redacted]) have made.  If you would like, I can provide proof on conversations made, time, date and details. 4 - It is my belief, that Landmark realizing they were giving incorrect information, decided that they would delay the repairs as a reaction to homeowner being correct.  I have spoken with the different departments and the following are my findings: 1 – I have been informed by the Operations Manager that Landmark does not provide any recorded calls. It is their belief that Landmark did all they could in this service request including covering $150 of the modification costs that would have been your responsibility. 2 – Because I cannot provide you with phone calls, I looked in the system and the following are notes directly copied from the system. 07/07/2016 18:17:50 Internal called h/o went over oop. h/o wasn't okay with it, explained it in depth of why they are needed, he insists that because his unit didn't previously have them that it wasn't needed now. he wanted to speak to manager, and I told him I could help him and he said that they he shouldn't need to pay for the oop cost. quoted the contract multiple times, and offered to see if the contractor would be able to reconsider any of the mods but did not promise anything. called [redacted] and he said he would not do the install if h/o doesn't pay oop. the pricing is set, and the items needed are necessary to comply with regulations. said if h/o refuses to approve they will need to work with someone else and pay another scf. Madison G[redacted]   oop – out of pocket cost h/o – homeowner scf – Service call fee 07/07/2016 18:32:46 Internal called [redacted]. I told [redacted] that the additional cost that are needed in order to comply with regulations are not going to be waived. The contractor will not take care of him w/o him approving the amount. I let him know that these items are code, and if he wants the code number (previously asked for it) he will need to ask [redacted] for that. The warranty is covering a lot ex: Freon of 11 lbs, cause his system is completely flat. [redacted] I advised him as well that the only other option is a CIL of replacement evap coil at OUR cost, with one hour of labor factored into that. Madison G[redacted]   07/07/2016 18:52:47 Internal ###-###-#### Spoke with [redacted]. Our conversation was about the out of pocket costs fort his A/C unit. He said that he didn't agree with them. I advised him that based on the Tech that the item needed are necessary to comply with regulations. I also told him that they would be considered modifications, he argued that it was and operations issue and had nothing to do with modifying or dealing with codes. I did let him know that if he wanted further information on why those mods needed to be made he could talk to the contractor and get that information. He said he was going to reach out to the contractor and see what they said. He did advise that he would call us back to discuss this further. Jesse K[redacted]   07/08/2016 08:53:47 Internal From: Diane O[redacted] Sent: Friday, July 8, 2016 8:54 AM To: '[redacted]' Subject: SR#[redacted] Update Importance: High The home owner has approved the out of pocket costs of $400, although he is not happy about it. Diane O[redacted]   07/08/2016 16:22:47 Internal From APEX Home Energy Savings: Scheduled (between Jul 7 2016 8:00AM and Jul 7 2016 5:00PM) , just waiting on owner to approve non covers, we will not install until he agrees And pays first... [redacted] Bryan S[redacted]   07/11/2016 12:44:04 Internal Was told he had 400+ in modifications which would have to be paid in advance. He paid and then he called the contractor and was advised that they couldn't get out until later this week which he is not accepting. I called Apex and they had already taken him off of their schedule due to the homeowner requesting a refund. I spoke back with [redacted] and advised him if we change contractors they will start over at this point. He stated he will keep his appointment with Apex. I called Apex back and they gave me the date of 7/13/2016 and time between 12 pm-3 pm (I spoke with Kristy). I called [redacted] back and gave him the date and time for the appt. [redacted]Waiting for repairs[redacted] APPT is 7/13 between 12-3 pm Cynthia M[redacted]   07/12/2016 17:08:28 Internal From APEX Home Energy Savings: Awaiting Authorization, We received a call from Landmark saying client doesn't want to pay the non-covers we will not go to home until we get a call saying that owner agrees 100% and won't make a fuss. Our installer is not going to fight with him.... please have customer call ASAP. or we will not install Bryan S[redacted]   07/12/2016 18:11:57 Internal I called [redacted] the homeowner back since he left me a voicemail. We found out the float switch isn't a requirement by the city and one of our other contractor's named Mr. Ace M[redacted] might be able to go out to this customer's home tomorrow with an emergency fee. If they can't make it, they can go out Thursday but the homeowner won't accept Thursday. We already have the unit ordered at Goodman in Alamo Downs so it just needs to be picked up. APEX Home Energy Savings is scheduled to go out tomorrow but they charged him $400 for the out of pocket costs that he found out doesn't need to be required. It's just a recommendation. I'm not going to be here tomorrow. So this is what needs to happen: 1. Call Mr. Ace M[redacted] to see if they can fit [redacted] the homeowner in to install the evaporator coil tomorrow. If they can't fit them, we will stick with APEX. If Mr. Ace can go out, we will cancel this DT and send the DT over to Mr. Ace. Jeremy S[redacted]   07/13/2016 08:23:47 Internal CID: [redacted] I called Mr. Ace M[redacted] asked if they could squeeze in a Coil replacement today they are totally booked today. Wendy M[redacted]   07/13/2016 10:28:38 Internal Manager Call ####-###-#### I called the homeowner, talked to [redacted] and explained to him that Ace cannot get to his home, they are booked, and this would need to go to Apex, however he would need to pay the $400.00 in modifications, and he needs to pay the Contractor this. I explained to him that these are not covered under the warranty. He said that he talked to Jeremy last night, and he said that Jeremy told him that he did not have to pay these. I did explain to him that in the notes, and email sent that he said that he needed to pay the $400.00. I explained to him that they can get to the home between 12-3 today. He said no, he is not paying them. He said that he wanted to talk to Lawrence. I explained to him that he is not in the office today (I have not seen him). He said that I am not helping him, and he will call his Realtor. He wanted my personal cell phone number. I explained to him that I am not giving him my cell phone number. He said than he has nothing else to say to me. He wanted to know if I know who Linda W[redacted] is, I told him yes, and it looks like her assistant Charlene has been involved on this. He once again said that he has nothing else to say to me and that he will call his realtor. I did update Macie, and I will let Charlene know. At this point of time the homeowner does need to pay the $400.00, not sure where the homeowner is saying that Jeremy told him he did not have to pay them due to I do not see that in the notes. Theresa S[redacted]   07/13/2016 14:16:34 Internal CID: [redacted] Name: [redacted] He paid the modification costs. He requested that we call to release the parts to APEX. I advised that the parts are ready for pick up when the contractor is ready for the install. he requested I speak to APEX to confirm that information. He then requested to speak to Theresa S., I placed him on hold to call Apex and see if I could get a manager. He hung up while I was on the phone with APEX: [redacted] ###-###-#### Contractor advised that the non-covered costs have been paid. [redacted] advised that he is available to schedule for Tomorrow or Friday. As long as the homeowner stops going back and forth. Candace P[redacted]   07/14/2016 11:03:01 Internal Update Manager Call I did call the homeowner at ####-###-####, and talked to [redacted] I explained to him that the Contractor they will be at the home tomorrow between 8-5 but [redacted] will call him when he is on his way to the home. He wanted to know what will happen if the Contractor does not show tomorrow, I explained to him that I would have a night manager follow up with him tomorrow to confirm that the work has been done. He wanted to know what is the action plan if he no shows tomorrow. I explained to him than we would get our Contractor Relations Manager involved and have him call the Contractor to see what they can do. He wanted to know would be pay a for his hotel costs, I explained to him no, we would not. He wanted to know if we would send a new Contractor out there and deem as an emergency. I told him we would not (he has 2 units/one is working). Also if we sent a new Contractor than the whole process would start over. He said that this is not right. He wanted my manager which I explained to him that I am the highest manager he would be able to talk too, if he would like to talk to another manager he was welcome too, he said I have to report to someone, which I explained to him over me is Human Resources. He wanted to know who the Contractor Relations manager in the area Mr. C[redacted], I told him yes, he said that he called him yesterday and he never received a call back. He said that this is going nowhere. He wanted Keith's address, I told him I am sorry I cannot give this to him, our corporate office is in Utah, and we have no offices in Texas for Landmark. He said than he wanted to record the call. I told him that was fine due to our calls are recorded. He recorded the same questions on would we deem as an emergency, would we pay his hotels, and I told him no, and I would have one of the night managers call him to confirm this was done. Theresa S[redacted]   07/14/2016 11:46:16 Internal Updated Realtor [redacted] and let him know H/O approved non-covered and is scheduled for tomorrow Todd M[redacted]   07/15/2016 09:23:09 Internal [redacted] Called [redacted] at Apex an asked him to for a better time frame. Already told H/O [redacted] that he would call an hour before he comes to the home. He has the equipment to replace, and will be there today. Robin T[redacted]   07/15/2016 14:45:44 Internal From: Deanna R[redacted] Sent: Friday, July 15, 2016 11:05 AM To: [redacted] Subject: RE: SR # [redacted] It looks like the home owner had some out of pocket costs that he was not happy about. Modification Part Description: float switch (doesn’t have one) $150.00 Modification Part Description: copper mods $125.00 Modification Part Description: drain modification (enable to install the float switch) $125.00 $400.00 The delay was with the modification approval and that is why the service was pushed back it also was over a weekend. We did everything we could we had several manager calls (Theresa S. L[redacted], etc) to explain the out of pocket costs. Finally, he approved we advised him to get with the contractor to talk about the out of pockets. I hope that helps. Elise N**   07/15/2016 20:41:29 Internal So I called Apex again after not hearing from a tech (I still haven't). Meanwhile Keith called me back and texted with [redacted] (the tech from APEX) while we were on the phone. [redacted] is going to try to make it out tomorrow. I called Will back to let him know and let him know I work 7-330 mnt time tomorrow and gave my ext. He was content. Landon A[redacted]   07/16/2016 16:57:06 Internal [redacted]THIS ASHLEY B[redacted] - MANAGER CALL[redacted] Called [redacted] with APEX He is on the way to the hospital because his daughter had a seizer. He will try and get out there today but if not today, Tuesday which homeowner agreed to. Spoke to [redacted] He thinks APEX subcontracted The install wasn’t done very well. Drain Line is clogged and leaking. He doesn’t agree with the modification charges. He has aluminum and the contractor put in copper which was not necessary. He was ok sticking with aluminum but contractor wouldn’t do it. They did PVC for drain which wasn’t needed. The drain line wasn’t even blown out which should have been if he had to pay for modifications for the drain. The shut off switch they were charging for was due to code but [redacted] states Jeremy S[redacted] called a HVAC tech of San Antonio and they said the switch is not needed for code. It is needed on a case by case basis. Keith agreed to take care of the switch @ $125.00 [redacted] wants Landmark to take care of the remaining $275 (Copper $200. Drain $75) + $60 because he was without air for 9 days. He has had nothing but issues with this claim. [redacted] has spent 16 hours on the phone with us and think waiving the SCF isn’t too much to ask. He doesn’t want [redacted] out today. He understands because he has a daughter. Wants him there on Monday. Let him know I will call Alex. [redacted] did not want me to call him. He wants to call him. He sent Landon pictures showing him what needs to be fixed with the install. I let him know I will look into the modification charges and the SCF and give him a call back Syndee M[redacted]   07/16/2016 17:59:33 Internal Called [redacted] Left him a VM to let him know the $125 that Keith is taking care of is all we will be able to refund. We will not be able to refund the SCF or the remaining modifications. Ashley B[redacted]   07/20/2016 07:56:33 System Generated DT Status changed from Approved to Work Complete Andrea C[redacted]   Per the warranty: A.    SERVICE OVERVIEW #11 - This Contract covers only the items mentioned as covered and excludes all others and is subject to the limitations, exclusions and provisions stated in this contract. D. THIS CONTRACT DOES NOT COVER:          #7 - Failure to provide timely service due to conditions beyond LHW’s control, including but not limited to, part or equipment delays or labor difficulties. (Contractor had to wait for homeowner approval on the modification costs.) #13 - Cost relating to permits. #16 - Cost of construction, carpentry, or other modifications made necessary by a covered repair or replacement, except as noted in A/C & Heating System. (I will post that info after your #3) G. CANCELLATION #1 - LHW may not cancel this Contract during the initial term for which it was issued, except for any of the following reasons: a. Contract Holder does not pay a fee or charge due under the terms of this Contract. b. Contract Holder engages in fraud or misrepresentation of facts material to the issuance of the Contract. c. Upon mutual agreement between you and LHW. d. If you harass, harm, or threaten the safety or wellbeing of any employee of LHW, our independent contractors, or any property of LHW or of our independent contractors. 3 – I spoke with the in-house HVAC expert and she said, “The float switch is required it will not pass inspection and contractors will not take on the liability of the install.” (This information was based on it being required on a case by case basis, and that this contractor said it was needed.) I can see that this was clearly a very frustrating situation for you. I apologize for this. Because we cannot be in the field, we do follow the diagnosis of our licensed, independent contractors. I do understand that there were things that could have been done differently and again, I apologize for this. At this time, I am refunding the amount of $335.00 This amount includes the $60 SCF. **Modification Paid by the Home Owner Modification Part Description: float switch (doesn’t have one) $150.00 Modification Part Description: copper mods $125.00 Modification Part Description: drain modification (enable to install the float switch) $125.00 Modifications Cost Paid by Home Owner $400.00 Keith C[redacted] said he would cover $125 (Please contact him if this refund has not been received yet.) I will process this payment today and the check will mail out tomorrow. You should receive it within 10 business days. [redacted], I want to assure you that we honestly do strive to do our best, but sometimes our best fails, as in this case. 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 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. If you have any further questions, please do not hesitate to contact me directly. Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Complaint: [redacted]
I am rejecting this response because: I still have not received payment.
Sincerely,
[redacted]