Complaint Review: Landmark Home Warranty - Jordan Utah

Since June 2016, Landmark Home Warranty has sent one of their provider's to repair a water leak from the AC in the attic, where they band aid the issue that last no longer than a month. They've supposedly repaired the issue 7 - 8 times and each time the issue returned. I asked them not to debit my account for the monthly payment until they repair the issue but they debited anyway. Now, I want to make monthly payment myself not them. I had a Claims Manager named Melissa Hewitt that was totally clueless so I rated her very low on the survey. Her manager Cheri Phipps sent me an email to ask if I meant to give Melissa that low rate. She wanted me to reevaluate her on Melissa customer service not the service request. I feel they are one in the same especially if Melissa did not follow through on the issue. Needless to say, Melissa concern and assistance diminished after my survey rating. Therefore, my issue was left blowing in wind for weeks. Melissa would call the provider and would receive a response from them so she would email me to call them.

Finally after the July 26, 2017, service request she got the provider to come out again. The provider was overweiget and difficulty climbing to attic then stated he fixed the issue. I asked him if he was aware the water would leak after the AC cutoff so I insisted he wait until the air cutoff. Once the air cutoff, the water started leaking again even worse than before he tinkered with it. So you see the issue wasn't resolved because he was waiting for the 30 day warranty expired. Finally, he told Melissa the Air Handler had to be replaced but I had a building code and needed to install a drop down ladder. After speaking with City inspector, he stated because it is existing system the building code did not include me. The inspector called Richard from Temperature Pro to tell not to use the building code to have a customer install a drop down ladder. In this case, the building code did apply to me. Melissa decided to do a cash out of 574.00 for the new Air Handler and installation. I told her that would not be enough to replace the Air Handler. She stated because Landmark buy in bulk that all she could give to replace it. Melissa told she would call me back after insisted they pay for the replacement charge by another provider. She called me back the next day to say that the Air Handler was still under warranty and now they would only pay for installation of 250.00 instead od 574.00. Then I was told they do not cover parts that are still under warranty. I would think they would have stated that exclusion in July 2017 instead of constantly sending someone to repair it. Military Air and Temperature Pro bother told them the Air Handler was under warranty.

It was only when found out they need to cash out that exclusion was used. Their inconsistent, no follow through and incompetent providers has caused structural damages to the Sheetrock. I am told that is my Homeowner Insurance responsibility not theirs. Then I filed a BBB, Attorney General Office and Facebook complaint. On this Facebook page Candance (Cusumer Relations Rep.) left her email for me to contact her which I did. It's been over 2 weeks without a response from her. This company does not follow through and they aren't consist with applying the exclusions to an issue. It is only when they need to cash out. I asked Cheri Phipps of expedited the cash out payment so I can repair the issue. Then I can have the Sheetrock repaired at my expense. SO AGAIN, PLEASE BEWARE OF SIGNING UP WITH COMPANY AS YOUR HOME WARRANTY. IF YOU DO ASK A LOT OF QUESTIONS AND READ THEIR CONTRACT!