Complaint Review: Landmark Home Warranty - Nationwide

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.

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.