Landmark Home Warranty, LLC

University of Utah
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Dear MrP[redacted],Thank you for giving us the opportunity to address your
concernsIt is my understanding that you are requesting that Landmark repair your
A/C with original Trane parts and provide a reimbursement for the repair
completed outside of the home warrantyPlease allow me to explain what
occurred during this claim and our standard practices.The claim was originally opened on 05/08/and the first
in-network contractor assigned informed Landmark that they would be able to go
to the home on 05/11/Unfortunately, that first in-network contractor did
not make it out to the home on that date and
did not inform Landmark of the scheduling changeLandmark was informed on 5/
that an out-of-network contractor had been hired by the homeowner to expedite
serviceOn 05/20/the out-of-network
contractor informed Landmark that the A/C coil was leaking and had to be
replacedAt that time Landmark required that an in-network contractor perform
the repairAs stated in our contract:"TO REQUEST SERVICE:
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."The reason Landmark requires the use of our in-network
contractors is because we have negotiated rates with our in-network contractors
and supply warehousesThis allows Landmark to offer the reasonable yearly
premiums that are available to our customers.We are sorry for the delay on behalf of our associatesWhen
it was discovered that the Trane coil would take 2-weeks to arrive, Landmark
researched alternative options and discovered that the entire air handler could
be replaced with a Goodman air handler and that would provide a faster repair
As stated in our contract:"REPAIR/ REPLACEMENT/
UPGRADING: We reserve the right to repair and/or replace systems and appliances
with non-original manufacturer's parts, including rebuilt or refurbished parts;
We are responsible for providing installation of equipment comparable in
features, capacity and efficiency, but not for matching in dimensions, color,
or brand."As a one-time exception, due to the circumstances, Landmark
will be providing the Trane coilHowever, typically, we would have replaced
the air handler with a comparable brand or provided a cash-in-lieu of repair in
the amount of our actual cost so that our customer could purchase whichever
brand they preferred.As for the reimbursement, that is currently being reviewed
As stated above, typically Landmark does not provide reimbursements for
services performed outside of the warranty without prior authorization, however, due
to the circumstances a reimbursement is currently under reviewLandmark will
be providing you with an answer, via phone, by Monday, 06/29/
I hope this has helped explain what occurredAgain, we are
deeply sorry for the delayWe have addressed this situation with the first
in-network contractor and have looked at internal practices that can be
implemented to make sure that a situation like this does not occur againYour
satisfaction is important to Landmark Home WarrantyPlease let me know if you
have any additional questions or concerns.Thank you,
University of Utah
Kristen B[redacted]
Public Affairs
[redacted]@landmarkhw.com

Dear Mr. [redacted],
Thank you for giving us this opportunity to
address your concerns. Please accept our official apology for the lack of
communication on behalf of Landmark Home Warranty and for the
delays experienced. This situation has been addressed with the associates
involved and training...

has been implemented. This is a rare situation that
should not occur again.
At this point in time Landmark is providing a
cash-out for the replacement of your dishwasher and a check has been issued, a
resolution we hope you find acceptable. Thank you, again, for bringing this situation
to our attention. Your willingness to work with us has been much appreciated. Please let me know if you have any additional questions or
concerns.
Thank you,
Kristen B[redacted]
Public Affairs
[redacted]@landmarkhw.com

Complaint: [redacted]
I am rejecting this response because:TemperaturePro told Landmark Home Warranty (Melissa) that there is a building code and I needed to replace the ladder to the attic. Therefore, I told her I would not pay to have it replaced for his convenience. Melissa stated if I do not install the ladder Temperature Pro wants, she would close the service request.  I called the city and spoke to a inspector which stated I did not need to install another ladder to the attic. The inspector then called Temperature Pro asking them not use there is a building code to just tell me the truth. Frankly, the repairman is overweight, had difficulty getting in the attic and was out of breathe. I asked him to send the previous repaiman only to find out his repairmen are resigning from the company.
Sincerely,
[redacted]

[redacted], I apologize for your frustration involving this claim. I understand that it can be difficult to have a claim denied. From what you've stated it would appear that the two leaks you reference were the same issue. The information that makes this instance two service calls would be that the...

contractor repaired the pipe the first time. And then it took 40 minutes of water sitting in the tub to determine that your tub has a crack in it. Since there were two different leaks, this would be two different service requests.Your contract terms advise this, as well as you were advised that if it wasn't for the same issue you would be charged an additional service call fee. Additionally the contract does not allow us to cover for tubs. I apologize that you are unhappy with the service provided. I apologize Landmark is unable to assist any further.  Thank you,

Revdex.com:I wish this information been provided to me during any of my previous three calls.  On the contrary, I was told that the refund failed and they would have to send a paper check.  Now I understand why it never arrived.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]

Always there to help and accommodate

[redacted],  The cash out in the amount of $140.00 has been processed and will take 10-14 business days to get to you. The cash out is for the drywall and your faucet. At this time, this is what the warranty can do to assist you. There is a lateral stoppage in your master bathroom. There were feminine products pulled out while the contractor tired to snake the line. They had used a 75 ft. line and determined a 300 ft. line would be needed to clear the stoppage. A clean out would also need to be installed. The warranty does not cover to install items that are not already in the home. With the feminine products in the line, the failure was not due to normal wear and tear. “A. Service Overview2. LHW will repair or replace systems and appliances mentioned as covered that:a. Are in proper working order on the effective date of this Contract.b. Have become inoperable due to normal usage after the effective date of this Contract and are reported during the term of this Contract.c. Are properly installed and located within the perimeter of the main foundation or detached garage, except those noted with an “*”.” If you have any further questions or concerns, you can reach me at [email protected]. Respectfully, Tiffany N[redacted]Customer Relations Manager

[redacted],  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. We have received...

your complaint and will research what occurred during this situation right away. I see that you are requesting to be compensated for a new unit at retail cost due to the wait you have had to endure. Landmark is held to strict standards via state regulation and must remain equitable to all homeowners. In order to do so, Landmark will follow the contract terms as they are written.  In your contract under section A. Service Overview, number 4. it states LHW will determine, at its sole discretion, whether a covered system or appliance will be repaired or replaced. Landmark, has taken under advisement the contractor's professional opinion and determined that repair would be the route in which we get your unit up and running. In regards to the amount of time you have had to wait, I apologize for this. Landmark remains within the contract terms in which Section D. number 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. I know this has been frustrating. In an act of good faith I am willing to refund your service call fee back to the original method of payment.  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 you claim did not go as expected. I do understand that it can be frustrating to have extra costs that you did not expect. I understand this has been inconvenient for you. We honestly do our best to take care of our homeowners.  Thank you, Candace P[redacted]@landmarkhw.comOnline Reputation Manager

Complaint: [redacted]
I am rejecting this response because:Per the details in the contract, premier coverage provides coverage for items normally excluded in the standard coverage.  The extra no-fault upgrade, according to the contract previously highlighted, does, in fact cover:  Improper Installation and Mismatched System: LHW will pay up to $250 per Contract to repair or replace a covered item that was improperly installed, modified, or repaired prior to the term of this contract. The shut-off valve is a mechanical part of the A/C system because it turns OFF the unit.  It was tripping - according to the service contractor (expert) you sent because the shut off valve was not installed properly.  The statement above, which is copied from the contract, also specifically states "modified" as being covered for repair by the contract, which would be interpreted by any reasonable person purchasing this upgrade to mean if something was installed or modified incorrectly, it would need to be modified to fix.  I contacted Landmark Customer service directly prior to allowing this work to be done and was directed to review the contract by the claim manager.  
Sincerely,
[redacted]

Hello [redacted], I am sorry to hear about your continuing frustration regarding you plumbing issue. I can see in our system that Sophie is working very hard to assist you. I wanted to quickly clarify why part of your plumbing issue is not covered. You have the Essential Plan for Nevada. Per the...

warranty: PLUMBING SYSTEM COVERED: Gas or electric water heaters up to 70 gallons (multiple units covered); tankless water heaters; plumbing pipe leaks; clearing of drain line stoppages through an accessible cleanout, up to 100 feet from access point; recirculating pump; toilets and related mechanisms; toilet wax ring seals; built-in bathtub whirlpool motor, pump, and air switch assemblies; valves for shower, tub, and diverter valves; ball valves; gate valves; faucets, shower arms and shower heads (replaced with chrome builders standard, when necessary); interior hose bibbs; pressure regulators; permanently installed sump pumps (ground water only).   EXCLUSIONS: Stoppages caused by collapsed, damaged, or broken drain, vent, or sewer lines outside the home’s main foundation; stoppages or breaks caused by roots; stoppages that cannot be cleared with a standard 100-foot sewer cable, even if within the home’s main foundation; hydrojetting, unless additional option is chosen (Advantage Plan); cameras; flow restrictions in fresh water lines; bathtubs; sinks; showers; shower enclosures and base pans; toilet lids and seats; whirlpool jets; caulking; grouting; water filtration/purification system; septic tanks; holding or storage tanks; saunas or steam rooms; costs to locate or access cleanouts, including through roof vents and toilet removal, unless additional option is chosen (Advantage Plan); cost to install cleanouts; external hose bibbs; polybutylene piping; leak detection tests; water heater expansion tanks; icemaker water lines; water softeners; inadequate or excessive water pressure; sewage ejector pump; all other parts and repairs that are not listed as covered. Our Claims Department always seeks to provide a positive experience. They must operate within the parameters of the contract to remain equitable to every valued homeowner. Should you have additional questions or concerns, you can contact our Customer Care Department. They will be happy to assist you. [email protected]  I am certain the Sophia will do all she can to assist you as well. Best wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty en**@landmarkhw.com

Hi [redacted],Thank you for taking the time to speak with me Friday. Per our conversation I am working on getting a contractor to complete the repair right away. I appreciate your patience and am happy to help. If you have any additional questions, please do not hesitate to contact me. Thank you,Elise...

N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

[redacted] and [redacted],  The diagnosis was just provided to us and we have left a voicemail to review costs not covered by Landmark Home Warranty. Please reach out to us directly via phone call so that we may review these costs with you.

Hello [redacted], I appreciate the opportunity to review your additional concerns regarding this service request.  I understand that we did not meet your expectation of service. 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. I understand that my associate Kylie B sent you an email this morning. She reviewed the denial and notified you that this issue remains a denial. I do understand that it can be frustrating to have extra costs that you did not expect. I know it can be frustrating when something is not listed as a covered item under the warranty. I understand that this has been inconvenient for you. Your Home Inspection was thoroughly reviewed and the inspector determined that your unit needed servicing by a professional HVAC technician. We have not received an invoice showing that the work was done before you opened the warranty with Landmark. Because of this, the service request is being denied. Under the warranty, this is a preexisting condition, which is not covered. I know you are disappointed, but we always operate within the parameters of the warranty. The denial of this claims stands unless you can provide proof of repairs between the Home Inspection and the purchase of the Warranty. Thank you, Elise N** | Online Reputation Manager | Landmark Home Warranty [redacted]

Complaint: [redacted]
Thanks again for your prompt response.So initially the reason for rejecting this calim was because of a dirty filter which wasn't changed in 7 months. Now I'm being told that my whole unit was dirty -as per the contractor of course- and that "a unit" as dirty as that will not be covered. I can tell you that the over all condition of the unit is very clean with the exception of the filter which is recommended to be changed every year not every 7-8 months (this is written as a recommendation on the filter and unit itself).Please ask the contractor to share any pictures that shows that the unit was dirty or that the overall condition of the unit or area around it is dirty. If he has such picture I'll be more than happy to close this complaint all together. Again, the only thing which was dirty is the 7- 8 moths old filter which I don't believe is enough to damage a control board. Appreciate your time and help with this complain.
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.
HOWEVER ... I would like to provide some clarification to the explanation Landmark has provided. 1) I did not pursue repair or replacement. This was a second opinion, which Landmark requested. Landmark strung it out. 2) If service areas are not fully covered and can cause delays then Landmark needs to revisit the Marketing and Advertising and show transparency and the truth. Assuming Landmark has a Quality Department or pursues Process Improvements, I would like to recommend my professional insight. For the last 15 years, I have worked in Contact Center Optimzation with [redacted] and now [redacted]. Optimizing customer experience is what I do. Here is from free consultation:1) Establish SLA's for all of your products and services. For instance, if an Air Conditioner is out longer than 3 days, this should set off alarms internally. From there, Landmark needs to develop Action Plans when an SLA is breached.2) Coaching - It is clear the Landmark Contact Center does not have a strong Coaching system. Landmark does not need to create a separate Coaching role. This can be tenured Agents getting 4 - 6 hours off the phone to coach the newbies. Additionally, this shows value to your Tenured employees, and will likely reduce attrition. 3) Take Ownership of the Customer Experience: When an SLA is broken, Landmark should be doing all of the legwork. Their business model is to leverage local companies to handle their Field Service repairs. Landmark validates that a repair is required, and then they assign a local repair company. The customer and the repair company are expected to schedule each other. After an SLA is broken, Landmark needs to own it, and schedule the repairs between the customer and Field Service company. Essentially, the customer is frustrated, and is having to contact Landmark and then contact the Field Service repair. 4) Regional Reps: From my understanding, the Regional Reps make a lot of the decisions if something is going to get repaired or replaced. If they truly are going to be a major part of the decision process, then they need to engage the customer when their are extenuating circumstances. Again, this goes back to Owning the Customer Experience. (ex: During my issue, I kept hearing about the Regional Rep, and wasn't really clear the role this mythical person played. If they don't want to expose the Regional Rep to these situations then they should not even mention the Regional Rep or advertise them on the Landmark website.There are other ways to make improvements and optimization. If Landmark would like to contact me for further insight, please point them in my direction.
Sincerely,
[redacted]

Hello Mr. [redacted], I am so sorry that Landmark is not able to provide the repairs on your unit. It has been determined that due to the fan blades being bent, this issue had a direct effect on the breakdown of the unit. Under the warranty, this is considered to be a preexisting condition as well as the unit not being properly installed and in good, safe working order on the effective date of the contract. I can understand the frustration. Your concern was not taken lightly. We always stick to the contract and all covered items every time. We follow 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 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. I understand that this has been inconvenient for you. We honestly do our best to take care of our homeowners. Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Complaint: [redacted]
I am rejecting this response because:1. Yes, the filter is dirty.  But it may due to some malfunction of the system, and it will just lower down the system performance, not the block in-take air. And it is not the "MOLD" told by the dispatched technician  2. Why the receipt shows the change of A CAPACITOR blended with motor? Which part got burned, A CAPACITOR or motor?From lot of maintanence and AC repair experience shared on the web, the capacitor failure is root cause of failure most of time, and it is not cheap for the replacement. 
Sincerely,
[redacted]

Mr. & Mrs. [redacted], I would like to apologize on behalf of Landmark for the frustration that your service request has given you. Here at Landmark we always seek to provide a positive service experience in a timely manner. We honestly do strive to do our very best, sometimes our best fails, as in...

this case. I can understand the frustration you have felt. I would feel the same way. I appreciate your honest feedback on this service request. I would not have been happy with the length of time the completion of this claim took either. I researched the claim from start to finish. There was a lot of lag time involved. As a homeowner that was waiting for service, it was no doubt, annoying in the least. One of the difficulties that Landmark ran into was finding a contractor that would serve your area. I apologize that we did not have someone in your area to diagnose the issue right away. Also, from all the information provided, the part that needed to be replaced, was impossible to find. I see that every effort was made to repair the unit. Because it was determined that the part could not be found, I see that Landmark offered you a cash in lieu for the replacement of the part. This issue did take quite some time to address and complete. I understand that it was very inconvenient. I apologize that you had this experience with Landmark. While I cannot undo what has been done, I want you to know that I would like to refund your service call fee. I understand that it in no way makes up for your poor experience. I will process the check right away. Due to the holiday, the check will be mailed Tuesday. It will take 4 to 10 days to be received. Should you have any questions or concerns, please feel free to reach out directly to me right away. Very best wishes, Elise N** | Senior Reputation Specialist | Landmark Home Warranty [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. Situation resolved by supervisor Mike P. Took the time to actually assign on contractor that was willing to work to my home- on day six. Whole situation could have been avoided if other employees showed his level of compassion and customer service. You need more employees like him. 
Sincerely,
[redacted]

Probably one of the least reliable and shady home warranty companies out there. Too many disclaimers and exceptions with hidden asterisks and you will get different answers from their representatives. We were told if we had something checked out on our plumbing from one of their contractors, we would need to pay and if their contractor said it was indeed broken, it would be covered under our warranty plan (which is clearly states this part on our contract as being covered)... after we were told this part needed to be replaced by a plumber working for Landmark, Landmark refused to pay for the replacement. They claimed this was one of those asterisked items that was not covered by our warranty. Why does it clearly state that it is a covered item then when I read through our contract and there is nowhere on the contract where it states what they claim? Good thing we are almost done with their service and will definitely not be renewing.