Landmark Home Warranty, LLC

Complaint: [redacted]Rejecting Response. Elise,At this point I am still unhappy as you can imagine and not accepting this explanation. Icing on the cake is your claim manager, Kyla B[redacted], lack of ability to return my call as you requested I speak to her on the last email, prolonging this process more (voicemail left on her office phone - ###-###-#### Ext: 570 9/29/2016 1:12PM).You say that you "apologize that the contract was not reviewed with me while working through the authorization on this claim and that this will be brought to management and used for a training opportunity, and in addition you do not take my concerns lightly”, however this is clearly being taken very lightly. What are your operating procedures and why were they not followed in my case?I, like many others, purchase a home warranty for the peace of mind and assurance that when a problem arises, I have beforehand budgeted for the expected cost of the warranty to help me when something unexpected happens... and not the additional cost of a repair. However in this case, I am now stuck with both the cost of the warranty for the year, but also the out of pocket costs that were never mentioned or clearly outlined. Had I known this trait about Landmarks and the fraud investigations linked to Landmarks Warranty services, I would not have renewed my contract. Why is it ok for my family to suffer for Landmarks lack of concern to make sure we "understand the contract" at any point and wait to spring this on us through an email with requests for out of pocket expense approval?  If I had $600 to put down on additional repair costs I wouldn't have a warranty... I would have money for repairs to not go through this 2 month hassle and burden to get an appliance fixed. I am not asking for a unit upgrade... I am requesting a full repair to my unit as stated in my contract covering "evaporator coils". How am I supposed to know what "parts" would and would not be covered under the warranty when reviewing this? I see no "Plenum Mod, Copper Mod, Drain Mod, Float Switch, or Pipe Installation" clearly outlined in the contract... nowhere do those words exist under exclusions. Please explain how one is to know that you would consider these "Code Upgrades"? Please tell me what a good reason is to come back to Landmarks instead of share my story of unexplained contract legalities in a repair that seems pretty basic (parts needed for code compliance included, as well as safety). Why should my family continue to endorse Landmarks after this burden? At this point I don’t feel that anything has been solved, but just wasted additional time. Perhaps I should reach out to Lawrence F[redacted] and continue to spread the word about how misleading the contract is and the lack of help I have received. My request remains the same, I fully covered fix to my unit (all parts/labor) for the covered AC Unit. Questions please contact me directly at ###-###-#### or [redacted]. [redacted]

[redacted],   Thank you for taking the time to leave us your feedback. I am sorry for the frustrating experience you are having with your plumbing.   I have given you a call today to let you know I will be following your service request closely. We were able to get the contractor out to your...

home today to preform repairs.   I apologize for the times you had to call to reach out to Landmark for updates. Our representatives should be following up with you as well. The proper training will be implemented to insure this does not happen again.   I do look forward to your update and hope to complete your service request soon.   Please do not hesitate to reach out to me directly at [email protected].   Thank you,   Tiffany N[redacted] Customer Relations Manager [email protected]

Thank you for the response. Landmark remains within the contract terms that have been provided to you. Landmark will not change the contract terms for one homeowner as we are bound to the contractor to be equitable in all homeowners. As you have been provided these contract terms there is nothing further we can do. C. TO REQUEST SERVICE 4. Under normal circumstances, services will be initiated within 48 hours after your service request is made to LHW. 9. In the event of an emergency, LHW will make reasonable efforts to expedite service within 24 hours. An emergency is defined as a failure resulting in: a. Plumbing failure that causes interior flooding b. Complete loss of heat or A/C in extreme temperatures, as defined by LHW ( over 90 degrees in the home for over 24 consecutive hours) c. System or appliance failure causing ongoing secondary damage to home d. A condition that immediately endangers health or safety e. A condition that interferes with healthcare support for occupants f. No electricity, gas, water, or toilet facilities to the entire home. 10. 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. 13. In some instances, LHW may offer you the option of finding your own contractor to provide diagnosis and possible subsequent repair. In this instance, your contractor must provide a diagnosis and itemized bid to LHW before any work is performed. LHW will not reimburse you for services performed by your own contractor without prior authorization. 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. I know you are frustrated and you feel as though, you did not have any other options. Unfortunately, circumstances don’t change the contract terms. As a person, I wish there was more I could do. I am bound by the contract, and in no way is this something I can change. I appreciate your time,

Complaint: [redacted]
I am rejecting this response because: My issue is not a leaky faucet, it was reported to be a possible leak in the WALL; that's an emergency.
Sincerely,
[redacted]

[redacted] and [redacted], I am steadily working on your claim. I know that you have been in contact with Debbie. Please do not hesitate to contact me directly. Thank you, Candace P[redacted] | Online Reputation Specialist | Landmark Home Warranty

[redacted],   I’m sorry to hear of your experience and the unsatisfactory service you were given.   For your water heater, I would be happy to open a service request for you to have a plumber diagnose your unit. I apologize, as it should have been opened upon your first request. If you have...

already gotten it looked at by your own plumber, I would be happy to review the invoice for you for any possible reimbursement. I would just need you to send me a copy of your invoice with a total breakdown if possible.   I know your wife, who is the contract holder, has been in close correspondence with one of our other representatives here in regard to your faucet. She has been offered a cash out to have your faucet replaced. The cash out is in the amount of $79.00. It includes the cost of a builder standard faucet at Landmark’s cost and labor. With the cash out, you can use it to assist you in cost to replace the faucet. Whether that be to hire your own contractor or purchase your faucet of your choice, the funds are yours to utilize in what ever way you choose.   “A. Service Overview 9. LHW reserves the right to provide cash in lieu of repair or replacement when an item is not repairable, and a replacement item is no longer available. The cash in lieu amount is the dollar amount LHW would pay (which can be less than retail cost) for parts and labor of said covered items, less the incurred cost of the contractor’s diagnosis. Once cash in lieu is provided, LHW is no longer responsible for repair or replacement of the system or appliance for the duration of the Contract.”   As for the cancellation, it is within the warranty that we deduct the months the warranty was available to you, any costs incurred on any service request, and a $75.00 cancellation fee. You had the warranty available to you for 5 months. There were costs incurred on a couple of your service requests as well. The cost incurred does not include the service call fee that you pay to have the contractor out to your home.   “G. Cancellation Contract Holder may cancel at any time. a. If cancelled within 30 days of Contract effective date, and no service request has been made, the Contract Holder is entitled to a full refund of paid Contract fees. b. If Contract is cancelled beyond 30 days of Contract effective date, or within 30 days of Contract effective date and services have been performed, Contract Holder shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less a $75 administrative fee and any actual service costs incurred by LHW.”   At this time, we are pending Erin’s decision on how to move forward. She can either respond to the representative she is currently working with, or she can reach me directly at [email protected].   If you have any further questions, please do not hesitate to reach out to me.   Respectfully,   Tiffany N[redacted] Customer Relations Manager [email protected]

[redacted],  Thank you for reaching out to Landmark Home Warranty in regards to this situation. I have reviewed the claim in question to better understand your frustration. I understand it is upsetting to have expenses that you did not plan for. I apologize that Landmark ha snot 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.  I have looked into your claim to determine where your check is, which was determined to be a fair offer. The check was processed and accepted on 8/25/2017. Due to mail carriers we estimate a time frame of 10-14 business days to match United States Postal Service's expectation. I am sorry that you were not satisfied with the claim.

[redacted],  I show you have an appointment scheduled for 12/12 with your own contractor for hydro-jetting, in which Landmark as stated to send in your invoice. Per your contract terms there will be no reimbursement for restitution of your kitchen and laundry facilities not being able to be...

utilized. You were offered to obtain your own contractor when this service request initially opened, however declined. At this time we await the hydro-jetting invoice.  Thank you,

Mr. [redacted], I do want to apologize for your frustrations, but unfortunately the refund will remain the same. You were contracted by an agent on the cancellation request on 12/30/2016- in the email that was also sent to you on that date it stated that if we did not hear from you your warranty would remain active. Since your warranty was open, active and available to you. The refund is based on the guidelines of the warranty. I have attached a copy of the warranty to this email for your reference. The total pro rata refund amount would be $162.50. If you would like to still cancel the warranty, please respond to this email and confirm the name and address that you would like to have on the refund check. Once confirmed, it will take 10-14 business days to get to you. I would like to hear back from you, so that I can assist you in any way that I can. You can either reply to this email or give me a call at 866-306-2999 (ext.333), If I am unable to answer your call please leave me a message and I will get back with you as soon as possible.  Thank you and have a great day, Candace P[redacted]

Hi [redacted], Please accept my sincere apology for the poor experience with you service request. I understand that this was your first service request and we should have communicated with you more clearly. I want to let you know that I will reimburse you for your out-of-pocket costs. I understand how...

frustrating this must have been for you. We honestly do strive to do our best, but sometimes our best fails, as in this case. I will process the check for $365.45 today and it will be mailed tomorrow. You can expect to receive it within 10 business days. Your feedback is important to Landmark. Your concern was not taken lightly. 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 honestly do our best to take care of our homeowners. If you have any questions or concerns, please do not hesitate to contact me directly. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

Dear
Mr. [redacted],
Thank
you for giving us this opportunity to address your concerns. It is my
understanding that you are requesting that Landmark Home Warranty provide
coverage for damages possibly caused by an independent contractor sent to your
home. Please allow me to explain why we...

cannot fulfill that request.
As stated in Landmark’s state-approved contract
(attached):
“THIS CONTRACT
DOES NOT COVER: 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) nor for failure to provide timely service
due to conditions beyond our control; including but not limited to, part or
equipment delays or labor difficulties.”
Please allow me to explain the reasoning behind why
Landmark does not provide coverage for damages. Every contractor that Landmark
works with is independently owned and operated and has entered into a business
agreement with Landmark Home Warranty. Every contractor is also licensed and
insured. What this means is that because they are the ones that visit the home
and complete the repairs, they are the party responsible for quality.
What Landmark can provide is assistance in urging the
contractor to do the right thing and take accountability for their actions, if
they truly are responsible for the damage. Landmark can also end our business
relationship based on feedback such as this, however, because we are not
present in the home and we are receiving conflicting information from both
parties and we have no evidence in either direction, Landmark will not take
responsibility for possible damages that should be the responsibility of our
independent business partner. If you would like, there are appropriate avenues that
will allow you to address this situation with the appropriate party.
At this point in time Landmark is actively addressing
this situation with the contractor, however, there is no further assistance we
can provide beyond that. It is my understanding that a Landmark manager has
also provided this information on multiple occasions. We are truly sorry for
the frustration being experienced but Landmark has no proof of when and how the
damage occurred therefore, from a business perspective, we cannot take responsibility.
I hope this helped explain why we cannot fulfill your
request. Please know that we are assisting as much as possible and applying
pressure to the contractor but without substantial proof there is nothing more
that Landmark can do. In the meantime, please let me know if you have any
additional questions or concerns.
Thank you,
Kristen B[redacted]
Public Affairs
[redacted]@landmarkhw.com

[redacted] and [redacted],  The reason the H/O was sent an approval email and is now being offered the cash in lieu is because they originally approved the OOPC. They called back the next day and said never mind and that they didn’t want to pay the OOPC because they couldn’t afford it. Landmark is...

upholding the contract by continuing to offer the coverage on the condensing unit we would have offered had they not called back and reversed their approval for the OOPC in the form of the cash in lieu. This is going above what is required by the contract as we did not know beforehand that the unit was still under manufacturer warranty.Marketing is also following the terms of the contract in saying that if the homeowner takes the cash in lieu the unit would not be covered for the remainder of the contract term. See section A.9 below: A. SERVICE OVERVIEW9. LHW reserves the right to provide cash in lieu of repair or replacement when an item is not repairable and a replacement item is no longer available. The cash in lieu amount is the dollar amount LHW would pay (which can be less than retail cost) for parts and labor of said covered items, less the incurred cost of the contractor’s diagnosis. Once cash in lieu is provided, LHW is no longer responsible for repair or replacement of the system or appliance for the duration of the Contract.Again, there are multiple other ways this could have turned out had the homeowner not moved forward with the repairs through their own contractor. The repairs done by their contractor are not guaranteed to resolve the issue, and looking over the invoice from their contractor – they only added Freon, not leak sealant. This means that if the issue with the compressor is that there is a leak, the unit will just leak out the Freon they paid for and will have to be readdressed. Landmark must remain within the warranty terms to be equitable to all homeowners.

Complaint: [redacted]
I am rejecting this response because:Landmark is only reviewing one of the many issues we had with them; perhaps my conversation with mr. Molis was also recorded or has a paper trail to be reviewed. I understand as a business they are looking out for their interests, we are in disagreement with receiving a prorated refund because NO service was ever provided, instead all we ever received was delays, frustration, health hazards, and now litigations. It is like I had to pay Landmark to not do their job, and also waste my time.It is unbelievable that such a huge business is willing to risk their reputation for such a small amount of money to them.
Sincerely,
[redacted]

Dear Ms. [redacted],
Thank you for giving us this opportunity to
address your concerns. It is my understanding that you are requesting a $60
refund from Landmark Home Warranty. Please allow me to explain why we cannot
fulfill that request and what it is that Landmark is offering as a...

resolution.
A Landmark manager contacted you via email on
12/11/2015. They were informed that an out-of-network contractor had been hired
to clean the unit based on the suggestion from the contractor Landmark sent to
the home. What the Landmark manager offered is that if the cleaning does not solve
the problem in full then Landmark will send a second opinion at no cost to you.
We have attempted to make contact a second
time. Please let us know the outcome of the recommended cleaning at your
earliest convenience and we will proceed from there.
Thank you,
Kristen B[redacted]
Public Affairs
[redacted]@landmarkhw.com

Hello [redacted], Thank you for your patience regarding this claim complaint. I sincerely apologize for the frustrating experience. Landmark always seeks to provide a positive experience in a timely manner. Occasionally we make a mistake, as in this case. I reviewed our system notes and see...

that the contractor was set to service you yesterday morning. If the service was not acceptable, or if you have any additional concerns, please don’t hesitate to contact me directly. I am always happy to help. Best wishes, Elise N** | Online Reputation Manager | Landmark Home Warranty [redacted]

Hi [redacted], Please accept my sincere apology for this frustrating claim experience. This is certainly not the type of experience we want to be known for. We honestly do strive to do our best, but sometimes our best fails, as in this case. We are already working on these issues so that we can do better...

next time. At this time, it looks like we have an appointment scheduled on 9/15/2016. If this is not the case, or you have additional questions or concerns, please don’t hesitate to contact me directly. Best wishes, Elise N** | Senior Customer Care Specialist | Landmark Home Warranty [redacted]

[redacted],  At this time Landmark has remained within the contract terms. The amount provided to you was out of a sales person's budget as a benevolence decision, due to this claim was denied by our operations team. The sales person recognized the relationship and wanted to help in any way that they could. This is not something that was covered under the warranty, and any costs that were acquired are you, the property manager, and the homeowner's responsibility. The cost that was provided to you, was for parts only, and not for labor. With that knowledge you could have negotiated pricing with that contractor or any contractor. Again, Landmark Home Warranty is not responsible for any charges that were acquired after you received the denial of your claim. Your partner, [redacted], was made aware that the price was for parts only and that it would likely exceed the amount quoted.  As it is your job to act for the homeowner, you made a decision to proceed with work knowing the costs, and knowing that this was not something that was covered under the warranty. At this time, the obligation to the homeowner, is not from Landmark, it is from you. Thank you, Landmark Home Warranty

[redacted],  Thank you for reaching out to Landmark in regards to your concerns.I apologize for your frustrating claim experience. I understand that it is upsetting to find out something will not be replaced. 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. I was 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.  In completing the review of this claim, it has been determined that two contractors separately licensed and bonded have been to your home to provide a diagnosis. In this the first contractor indicated that maintenance needed to be performed. The second contractor, sent after the maintenance was performed determined that there were no failures in the system. I know that there are claims stating that the unit is again not working. Can you be more specific? Is it not cooling in certain rooms? Is it just a few degree difference between the rooms? I ask because the contractor that was assigned to your service request completed several tests to indicate that there was no failure with your unit. However he did mention that it is becoming less efficient. Where your contract covers for items that fail due to normal wear and tear, we would not be able to move forward with approving your claim. I am sorry for this experience.  Please let me know if there is anything additional I can assist with.

[redacted],  while your contract was cancelled due to non payment in 2015, your contract expired in 2016. As we are several months into 2017, I cannot bring your request to the team of renewals without a wait period. You would be required to obtain a new warranty with a 30 day wait period. I am...

sorry you are not satisfied with this, but as you can see it wasn't recently that you missed payments and cancelled your contract.  Thank you, Candace P[redacted]

Complaint: [redacted]
I am rejecting this response because:We called out a local contractor to look at the non-working AC unit on January 3rd, 2017. It took him about 10 minutes to determine that Landmark's contractor incorrectly wired the internal thermostat in late November to the exterior compressor/fan unit. One of the wires was mis-wired as always "hot", which means that it was continually sending a signal to the compressor to stay on despite what other messages were being sent from the thermostat (such as a manual "turn off" signal). In another 10 minutes, this contractor was able to properly rewire the units such that they now communicate as they should and the AC unit now works as it is supposed to.  So essentially the Landmark contractor was at fault and should have returned to correct his mis-wiring mistake.  Landmark implied in their last response that they didn't believe our position that the unit had been improperly wired, but it now has been determined that they were wrong. We are just glad that after 6 months we now have a working AC/heating system again and that we don't have to deal with Landmark any moreSincerely,
[redacted]