Report: #1396952

Complaint Review: Landmark Home Warranty

  • Submitted: Thu, August 31, 2017
  • Updated: Thu, August 31, 2017
  • Reported By: Anonymous — Dallas Texas USA
  • Landmark Home Warranty


Landmark Home Warranty Claims Ripoff South Jordan, Utah Nationwide **Author of this Report is NOT CONFIRMED**

*Author of original report: Landmark Admits Unethical Practice

*REBUTTAL Owner of company: Contract terms

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We purchased our home on June 9, 2017. Several weeks after moving in, our A/C started malfunctioning; we couldn't get the upstairs cooled down. I contacted Landmark Home Warranty to file a claim.

The first tech they sent out just said the filters were dirty and needed to be replaced. We did but the A/C still was not fixed. The second tech they sent out found that a breaker had tripped. However, he was more interested in selling us their duct cleaning service and threatened that if we didn't have our ducts cleaned then Landmark was likely to deny any future claims regarding the A/C. The A/C was still not working so a third tech came out.

He decided one of the compressors needed to be replaced and warned us that it might be considered a pre-existing condition so he was doubtful Landmark would approve the claim. He wrote a biased report from the angle that the compressor had been in decline for quite some time, thus teeing up a denial for Landmark. Sure enough, they denied our claim - just as the second tech had threatened would happen.

We had two different inspections of the HVAC system in April, prior to purchasing the house. Both reports state the A/C was in excellent working condition. Therefore, this was not a pre-existing condition, nor was the compressor in failure or decline for quite some time as the third tech claimed. We believe the techs Landmark sent out are acting with zero integrity and fed Landmark biased information that lead to the denial of our claim. We are now out of pocket $2500 due to having to replace the compressor that Landmark wouldn't cover.

This report was posted on Ripoff Report on 08/31/2017 07:28 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Author of original report

Landmark Admits Unethical Practice

AUTHOR: - ()

In their own words, Landmark admits that the first two technicians they sent out found no failure with the system. It was the third technician that said the compressor was in failure and was "likely" a pre-existing condition. They took a "likely" assessment and denied our claim without any proof or further investigation to confirm the third technician's assumption and in complete disregard for the first two assessments. This denial coincidentally came after their second technician threatened future claims would likely be denied by Landmark if we didn't purchase their duct cleaning service. Landmark's response only corroborates my claim of unethical practices on their part. As for their additional justification for denial due to our hiring another technician without their approval, I emailed their Claims Manager who never responded to me. Therefore, we had no choice but to fix the AC ourselves as Landmark did not respond to my rebuttal after having flatly denied our claim.

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#2 REBUTTAL Owner of company

Contract terms

AUTHOR: Landmark Home Warranty - (USA)

Landmark remains within the contract terms so as to be equitable to all homeowners. The first contractor reported to Landmark that there was no failure with the system. The second contractor reported again, no failure with the system. And finally one of the contractors determined that the compressor was in failure, however that it was likely preexisting. Under the terms of the warranty we do not cover for preexisting conditions. You can find the specific clause in section A number 2 and 3.

2. 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 "*".

3. LHW will repair or replace covered systems and appliances whose malfunctions, defects, and improper conditions precede the effective date of this contract, including subsequent repairs re2questied due to rust, corrosion, sediment, and or lack of maintenance if: a. The malfunctions, defects, and improper conditions would not have been detectable through a visual inspection and simple mechanical test performed within 60 days prior to the effective date. b. The contract holder provides a home inspection report performed within 60 days prior to the effective date by a state licensed inspector, and covered items are documented as inspected and in proper working order and without indication that the covered item is in need of maintenance, repair, or suggestion of imminent failure. In the even the inspector notes recommend further evaluation by a trade specific professional, coverage may not apply.

Where a home inspection was not provided preventing Landmark from overturning the denial. This remains. In regards to your request for reimbursement, Landmark will also follow the warranty terms. Specifically Section B. To Request Service, number 13.

13. In some instances, LHW wmay 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.

Landmark continues to remain within the warranty terms.

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