ComplaintsforLandmark Home Warranty LLC

• Initial Complaint

  08/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened a service ticket for my fridge more than 4 months ago (on Apr 7, 2021) but I still do not have a working fridge. A week after I opened the ticket, a contractor came out but quickly realized he did not know how to fix my brand. On May 17, 2021, another contractor (Lone Star Appliance Repair, which recently changed their name) came out and concluded that the control board needed to be rebuilt. Same contractor returned later to pick up the control board to send to a rebuild company with ETC of 2-5 weeks. It was been more than 2 months and they have not returned. In past 6 weeks I have been calling Landmark and the contractor every other day to ask for an update but they have none. One rep from the contractor in June mentioned that they may have lost the control board because the parts **** recently relocated. I believe they lost my control board. I need Landmark to find my control board ASAP and fix my fridge or buy me a replacement per the contract. It's been too long!

• Initial Complaint

  08/06/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have been a customer of ******************** for 5 years. Our contract states that as long our a/c unit has been in working order it is covered. It has been in working order for 5 years while we have been paying our monthly contract payment. On 6/24/21 we filed a claim for our air conditioner. They didn't send someone until 6/28/21 to look at it. Our house was 87 degrees inside and awful. The contractor submitted the claim and we never heard back from landmark on what the next step would be. I kept calling and calling and got no where. We finally just decided to pay for it and submit the expense on 8/2/21 after living for 10 days in awful heat in our home. Landmark finally called us on 8/5/21 to let us know they denied the claim for "secondary damage" saying there was water at some point that could have damaged the unit but not really able to explain where that came from. They are not honoring their contract. It clearly states that if the item is in working condition it I covered.

  Business response

  08/27/2021

  Dear ****************:

  
  Landmark Home Warranty (LHW) is in receipt of your letter advising of the above referenced complaint. Your letter
  has been forwarded to me for review and response.

  
  Please be advised the owner of the above-mentioned warranty plan is ***************************.

  
  I have reviewed LHWs records regarding this matter. On July 24, 2021, a service request was placed on the air
  conditioner and Epic Heating & Air was dispatched to diagnose any problems. Epic Heating & Air secured an
  appointment with the plan holder on July 28, 2021. On August 2, 2021, it was reported the blower motor failed due to
  secondary water damage which is not a normal wear and tear malfunction. Section F.6 of the warranty plan states
  this contract does not cover for consequential or secondary damage. Section C.2.b of the warranty plan states LHW
  will repair or replace systems and appliances mentioned as covered that have become inoperable due to normal
  usage after the effective date of this contract and are reported during the term of this contract. Therefore, based on
  the information received and the terms of the warranty plan, the claim was denied. If the plan holder has any
  additional questions or concerns, LHWs *************************** can be contacted at **************.

  
  Thank you for your consideration.

  
  Sincerely,
  LANDMARK HOME WARRANTY

  *****************************
  Claims Resolution Specialist

• Initial Complaint

  08/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Our AC broke about 2months ago. We called Land **** warranty and they sent TLC refrigeration who fixed the problem:replaced a capacitor.-on 7/12/21, the same AC broke again. We called them. They sent TLC who diagnosed a failed compressor. They asked me to pay $760 for the Freon replacement+ $65 for the service call. I did pay. TLC came out on 7/22/21 and put a new compressor and put new Feon. Unit worked fine._on 7/28/21, day 6 after the repair, the unit stopped working. I called TLC. They came on 7/29 and diagnosed a broken valve that caused the Feon to leak completely out.-I called both TLC and Land **** on 8/2/21 to since we were living in ****** degree temp.-I received a call from Land **** today 8/3/21: I was informed that the valve is covered but I need to pay $915 to put new Freon in. I disagreed. I request fixing my AC free of charge since the current problem is due to a poor job from TLC{failure to diagnose valve defect or causing it to break}.

  Business response

  08/27/2021

  Dear ****************:

  
  Landmark Home Warranty (LHW) is in receipt of your letter advising of the above referenced complaint. Your letter has been
  forwarded to me for review and response.

  
  I have reviewed LHWs records regarding this matter. On June 1, 2021, a service request was placed on the air conditioner and
  ************************************** was dispatched to diagnose any problems. **************************************
  advised LHW they secured an appointment with the plan holder on June 4, 2021. **************************************
  advised LHW advised they replaced the capacitor and the service request was complete on June 4, 2021.

  
  On July 12, 2021, a new air conditioner service request was placed, and ************************************** was dispatched
  to diagnose any problems. ************************************** advised LHW they secured an appointment on July 15, 2021.
  On July 15, 2021, it was reported the compressor needed to be replaced and LHW authorized that repair. On July 22, 2021,
  ************************************** advised LHW the service request was complete.

  
  On July 30, 2021, ************************************** advised LHW the plan holder was experiencing another malfunction
  with the air conditioner. On August 3, 2021, it was reported the reversing valve would need to be replaced and LHW authorized
  that repair. The plan holder indicated they may prefer to use their own licensed and insured contractor to replace the reversing
  valve. Section C.9 of the warranty plan states 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. LHW offered the plan holder our cost to replace the reversing valve ($614). LHW records indicate
  the plan holder accepted the cash in lieu offer of $614. On August 6, 2021, a reimbursement check in the amount of $614 was
  released by LHW. If the plan holder has any additional questions or concerns, LHWs *************************** can be
  contacted at **************.

  
  Thank you for your consideration.

  
  Sincerely,
  LANDMARK HOME WARRANTY

  *****************************
  Claims Resolution Specialist

  Customer response

  09/07/2021

   Land **** Home warranty did not give me a choice. They did not agree to cover the expense of the Freon. They told me that my only 2 options were to either pay for the Freon again and they will cover the valve or they will  pay me $600 for the valve and I will have to find a company to do the repair for me at my own expense. Since we could not tolerate the 100 degree temperature any longer,I called another company and paid them to do the repair. The company said that the ** was in a poor shape and it should have been replaced instead of trying to fix the Unfixable. I ended up paying for a new unit. 

  In summary, Land **** Home Warranty did not fulfill its promise to take care of our ** unit. I paid them money for the Freon that got wasted in the air 5 days later. They used a company that provided poor service and poor customer service. They showed no interest in our well being and it did not bother them that we spent days and days in a temperature above 100.  I am very disappointed. 
  

  
  

  
  

  
  

  
  

  
  

  
  

  Business response

  09/14/2021

  Landmark is in receipt of your letter enclosing additional correspondence from the plan holder.

  
  Landmark has previously received and reviewed plan holder's complaint and stated its position regarding this matter.
  Landmark's position does remain unchanged. Section C.9 of the warranty plan states 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. LHW offered the plan holder our cost to replace the
  reversing valve ($614). LHW records indicate the plan holder accepted the cash in lieu offer of $614. On August 6, 2021, a
  reimbursement check in the amount of $614 was released by LHW. If the plan holder has any additional questions or concerns,
  LHWs *************************** can be contacted at **************.

  
  Thank you for your consideration.

  
  Sincerely,
  LANDMARK HOME WARRANTY

  *****************************
  Claims Resolution Specialist

• Initial Complaint

  08/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We've had a home warranty with Landmark for nearly 3 years. Seven days ago, Monday evening (July 26th) our air conditioner stopped working. A call was placed to Landmark the following morning (July 27) and a case (*******) for the repair was started. A contractor came out the next day on Wednesday (July 28th). ****, the contractor, quickly identified the need (new motor) and told us he had the part on hand and could install it that day. Since then, we've had no updates, responses, or information from Landmark as they've 'searched for and worked to ship in a replacement part', even though there have been local parts that could have been installed last week. They've wasted an unacceptable amount of time accomplishing nothing while we've been dying as temperatures in our home have been reaching over 90 degrees and causing unneeded stress on my pregnant wife. There has been zero care or concern for our well-being as they ignore us and failing to get this resolved in a timely matter.

  Business response

  08/05/2021

  
  August 05, 2021
  
  ***************************
  BBB of the Pacific Southwest
  ******************************************** 
  
  RE:  *************************;                    ******************;                        ComplaintCase No.  15706989
  
  
  Dear ****************: 
  
  Landmark Home Warranty (LHW) is in receipt of yourletter, advising of the above referenced complaint. The letter has beenforwarded to me for further review and response.
  
  I have reviewed LHWs recordsregarding *************************** air conditioning service request. The records reflect on July27, 2021, the service request was dispatched to All Serve Heating and AirConditioning LLC to diagnose any problems. The technician reported thecondenser fan motor needed to be replaced, and LHW authorized the repairs. Thepart was ordered, and the *** was August 04, 2021. ****************** will be contactedsoon to schedule the installation.
  
  Thankyou for your consideration.
  
  Sincerely,
  
  LANDMARKHOME WARRANTY
  
  *****************************
  Customer & Regulatory Claim ResolutionSpecialist             

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩