Franks Television

Complaint: [redacted] I am rejecting this response because: After speaking to the contractor, I was not able to get an appointment to get the range looked at until Jan 25, I do not feel this is being handled quick enough therefore I would like a refund of this policyAdditionally I feel that it is fair to refund me at a prorated rateHowever, it does not seem fair that I would have to incur the $service fee because the range was not repaired during that visitAdditionally I feel that I should not have to pay any administrative or processing fees to cancel this policy because they did live up to their commitmentTherefore I am also rejecting their refund offer In my opinion a fair resolution would be to refund me for the policy with the prorated date being the date initial service was requested, being refunded the $service fee and not having to incur any administrative or processing fees to cancel the policy.Sincerely, [redacted] ***

Plan [redacted] Dear Revdex.com, As of today I have not received the information for reviewOnce received, I will communicate with Mr [redacted] with regard to Plan coverage Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ Ms [redacted] Revdex.com Plan XXXXXXXX Dear Ms [redacted] , Please advise Ms [redacted] that I have forward this to our Accounting Department, and someone will contact her to discuss this situationIf she has any questions, she can contact the Accounting DeptSupervisor, Ms [redacted] , at XX-XXX-XXXX ext [redacted] for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) someone did contact me, left a general phone numberno one knew who had called methey said that I received a bill for over $because they had to hold onto my check while they waited for the additional $when I asked why there was no notation to that affect on the bill, they said they are unable to make notationsthis doesn't solve anythingagain if I hadn't had kept good records I might have paid that additional monieseveryone I've spoken too has had an attitude [redacted] be next year i'll switch to another home warranty program Final Business Response / [redacted] (4000, 9, 2015/07/28) */ Dear Ms [redacted] , Regarding the response from Ms [redacted] ; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms [redacted] 's letter I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve issues in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information you provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments ORHP appreciates Ms [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection

Dear Revdex.com, I reviewed the file that indicates the check for $was mailed to [redacted] on June 29, Our apologies again to [redacted] for the circumstances that occurred Sincerely, [redacted] Plan Compliance Manager

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ Plan XXXXXXXX Ms [redacted] , I spoke to Ms [redacted] on August 13, to provide assistance and a resolution; she advised me that if I can be of assistance, she will contact me after August 17th Sincerely, [redacted] Claims Manager Old Republic Home Protection

Complaint: [redacted] I am rejecting this response because: The warranty company is providing information regarding mis-diagnosis They stated to me on multiple calls that the 2nd and 3rd companies they sent out DID NOT TEST for a leaking evaporator coil Old Republic cannot claim the first diagnosis was wrong when they subsequent companies they sent out DID NOT TEST for the leaking evaporator coil I'll consider this resolved in totality only when Old Republic either replaces the evaporator coil per the recommendation of the first diagnosis, OR they send out someone to specifically test for a leaking evaporator coil (which they have not done to this point) If that subsequent test finds there is no leak, I can accept this as closed.Sincerely, [redacted]

Plan [redacted] Dear Revdex.com, Regarding Ms [redacted] request to cancel her Plan retroactive to June 2017; I reviewed the file and the service historyIf Ms [redacted] wishes to cancel her Plan, Old Republic Home Protection will agree to process the cancellation based on the date we received her initial request to cancel her Plan, which was January 3, However, the Plan indicates the Plan fee was $670, and there has been over $in service costs as of March 7, Based on the terms of cancellation, there would be no Plan fee refund Please refer Ms [redacted] to page of the Plan under Cancellation that states: “Cancellation: This Plan is non-cancelable, except for 1) nonpayment of fees; 2) fraud or misrepresentation of facts material to the Plan or a request for service thereunder; 3) upon mutual agreement between you and ORHP; or 4) if you harm or threaten the safety or well-being of ORHP, any employee of ORHP, a Service Provider, or any property of ORHP or of the Service ProviderIf Plan is cancelled, you shall be entitled to a pro-rata refund of the paid Plan fee for the unexpired term less service cost incurred and a $processing feeIf a refund calculation results in you owing us for services rendered, we will bill you the net amount due or the unpaid Plan Contract fee, whichever is less.” If Ms [redacted] still wishes to cancel her Plan, please advise her to provide a written request to the address below, fax the request to [redacted] , or email her request to [redacted] , and the Plan will be cancelled effective January 3, in accordance with the terms of cancellation Old Republic Home Protection [redacted] Attn: Cancellations Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/11/09) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms [redacted] 's letter I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement I have reviewed the file and my associate, Ms***, Call Center Supervisor, has been assigned to review the file and contact Ms [redacted] to discuss a resolution for her service requestPlease advise Ms [redacted] is she has any questions, to contact Ms [redacted] at XXX-XXX-XXXX Ext [redacted] for assistance ORHP appreciates Ms [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Dear Revdex.com Regarding the service request for the dishwasher and payment of the Trade Call Fee (TCF); I reviewed the file that indicates the technician from Cooper Appliances diagnosed that a utensil had falling into the bottom area of the dishwasher causing the heating element to partially dislodge, which resulted in damage to the dishwasher when it is was operatingAccording to the technician, the damage to the dishwasher was not the result of wear and use With regard to payment of the TCF; the TCF is due whether service is covered or denied Please refer to page of the Plan that states: “We will provide service for covered systems or appliances which malfunction, and are reported, during the term of the Plan that: C) Have become inoperable due to wear and use “ “You are responsible to pay a TRADE (SERVICE) CALL FEE (TCF) when the Service Provider arrives at your homeThe TCF (or the actual cost of service, whichever is less) is due for each dispatched service request by trade (plumbing, electrical, appliance, heating/air conditioning, etc.)Service work is guaranteed for daysThe TCF is due whether service is covered or deniedEssentially, when we incur a cost of service, you are responsible for a TCF.” If [redacted] has any additional information he believes should be considered, please advise him to forward it to me for review at the address below Old Republic Home Protection [redacted] Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the electrical system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted] letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement According to the file, on March 10, 2017, my associate, [redacted] spoke with [redacted] , and he agreed to a settlement of $1,in lieu of repairsThe file indicates that the settlement has been processed, and [redacted] should receive the check within days If [redacted] has any questions, please advise him to contact [redacted] at [redacted] for assistance ORHP appreciates [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/09/02) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the air conditioner service request; I have reviewed the file that indicates the Optional HVAC Coverage for Home Seller (which includes the air conditioner) was ordered for the Plan on ***, 21, 2015; however, the home inspection completed on [redacted] 13, had already noted that the air conditioner was not cooling properly Please refer to page of the Plan that states: "We will provide service for covered systems or appliances which malfunction, and are reported, during the term of the Plan that: B) Were correctly installed and working properly on the effective date of the Plan, and C) Have become inoperable due to wear and use (including rust, corrosion, and chemical or sediment build-up), after the effective date of coveragePre-existing conditions are not covered." If Mr [redacted] has any questions, please advise him to contact me at XXX-XXX-XXXX Ext [redacted] Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) My experience with Old Republic: every time you talk to them they give you a new excuseThis is news to me as no one has said this to me or my realtor beforeThis is not mentioned in their denial letter to me as wellThis is not sure as I just pulled out an email from Old Republic, email is dated 05/06/and is a confirmation of the plan and includes a plan numberI be happy to forward it to Old Republic or Revdex.com if you need itSo the plan was active before we found out that AC was not working properlyTheir response that plan was not active when we found this issue is totally falseOnce again its Old Republic's responsibility to make sure system is working properly before you issue a warranty but all you get is excuses from them which by the way change as you go alongI would like this to be posted online on Revdex.com website so other potential customers can see their dishonesty and poor customer serviceThey need to honor my claim and settle this by paying the amount mentioned in my complaint Final Consumer Response / [redacted] (3000, 13, 2015/09/11) */ ***, Here is a forwarded email from my realtor ( [redacted] ) showing a confirmation from Old Republic that plan became effective as of 05/06/ [redacted] ________________________________________ From: [redacted] @hotmail.com To: [redacted] @remax.net Subject: RE: [redacted] Date: Wed, [redacted] 19:19:- Got it, can you also send me copy of our agreement with you Thanks ________________________________________ Date: Wed, [redacted] 15:42:- Subject: Fwd: [redacted] From: [redacted] @remax.net To: [redacted] @hotmail.com Here is your copy of the Old Republic Home WarrantyNo action needed - just for your files & future use [redacted] Forwarded message From: Old Republic Home Protection Date: Wed, [redacted] 6, at 2:PM Subject: [redacted] To: [redacted] Thank you for choosing Old Republic Home Protection for your home warranty needsFor your convenience, we have attached a PDF file of your Plan to this e-mailWe appreciate your business and look forward to serving you and your clients Order Confirmation Old Republic Home Protection Company, Inc [redacted] XXXXX-XXXX Phone: (XXX) XXX-XXXX Fax: (XXX) XXX-XXXX Plan Number XX-XXX-XXX Initiating Agent (Listing Agent) [redacted] RE/MAX STATELINE REALTORS XXXXX [redacted] XXXXX-XXXX (XXX) XXX-XXXX Covered Property [redacted] XXXXX-XXXX County: [redacted] Year Built: Property Type: Single-Family Dwelling under 5,SqFt Coverage Standard Seller/Buyer Plan - No Admin Fee Paid Optional Coverage Sellers Coverage Sellers Heating & A/C included ________________________________________ ________________________________________ Total $ Closing Officer/Attorney [redacted] XXXXX-XXXX (XXX) XXX-XXXX File Number: not assigned Closing Date: unknown Home Seller [redacted] XXXXX [redacted] XXXXX-XXXX Trade Call Fee $ Ordered by [redacted] RE/MAX STATELINE REALTORS XXXXX [redacted] XXXXX-XXXX (XXX) XXX-XXXX Thank you for choosing Old Republic Home Protection [redacted] All telephone calls on Old Republic Home Protection's telephone systems [redacted] be subject to periodic unannounced monitoring and recording by the Company Final Business Response / [redacted] (4000, 15, 2015/09/14) */ Ms [redacted] , Mr [redacted] provided me the necessary information I needed to complete my review, and I have advised him a check for reimbursement for the air conditioner repair will be mailed to him within the next ten business days Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Plan [redacted] Dear Revdex.com According to the file, my associate, Ms [redacted] , spoke with Mr [redacted] on July 31, and agreed to waive the Trade Call FeeIf Mr [redacted] has any questions, please advise him to contact Ms [redacted] at ###-###-#### Ext *** Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the kitchen faucet spray arm and payment of the Trade Call Fee; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr [redacted] letter I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information you provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Mr [redacted] request to waive the Trade Call Fee ORHP values Mr [redacted] being our customer for the past five years, and we hope that he continues to realize the value of the Plan and the many benefits it providesWe also appreciate Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms***' letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information Ms [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments According to the file, my associate, Mr***, Call Center Supervisor, has been assigned to follow up to ensure the service request is resolved in a timely mannerIf Ms [redacted] has any questions, please advise her to contact Mr [redacted] at XXX-XXX-XXXX Ext [redacted] for assistance ORHP appreciates Ms [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept at this point in time because my complaint has not been resolvedAs stated in my original letter, I am needing to be reimbursed for the condenser unit and labor involved in replacing itI emailed ORHP a copy of the invoice on October 5, and they have yet to tell me whether or not I will be reimbursed Final Business Response / [redacted] (4000, 20, 2015/10/29) */ Dear MsThomas, Please advise Ms [redacted] we have been trying to contact her contractor, Residential Services, to clarify his diagnosis, and he has not returned our callPlease advise Ms [redacted] to inform her contractor to contact Mr [redacted] at XXX-XXXX-XXXX Ext***Our intention is to resolve this situation quickly once we have had the opportunity to discuss this with Residential Services Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 22, 2015/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) My contractor said he tried to call mr [redacted] and has not received a return call even though he left a messageI just left a message with me [redacted] leaving him my contractors direct cell phone number

Plan [redacted] Dear Revdex.com, Based on the letter from [redacted] , she intends to pay the past due $Please advise her to contact our Accounting Department Manager, [redacted] , at [redacted] ***to bring the account currentWe will then contact the collection agency to close the file, and no further reporting of this situation will be forward to credit rating agencies Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the replacement of the air conditioner; I have reviewed the file and the following is a brief summary 09/26/Plan becomes effective for the Plan Holder 09/30/The Plan Holder called Old Republic Home Protection (ORHP) and advised us that his air conditioner has not been cooling properly since he moved in to the home, and it was not cooling properly during his walk through of the home prior to the effective of the PlanMr [redacted] was denied coverage based on the terms and conditions of the Plan 08/12/ORHP received an email from Mr [redacted] requesting reimbursement of his ton heat pump package unitMr [redacted] was contacted by ORHP and advised since his air conditioner was not in good operating condition on the effective date of the Plan, that his request for reimbursement was deniedIn addition, the Plan does not provide coverage for reimbursements Please refer to page of the Plan that states: "We [redacted] provide service for covered systems or appliances which malfunction, and are reported, during the term of the Plan that: B) Were correctly installed and working properly on the effective date of the Plan, and C) Have become inoperable due to wear and use, rust, corrosion, and chemical or sediment buiafter the effective date of coveragePre-existing conditions are not covered We require you to contact us so we [redacted] have the opportunity to select a Service Provider We [redacted] not reimburse you for services performed without our prior authorization." Please extend our sincere apologies to Mr [redacted] that the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry If Mr [redacted] has any questions or the need to place a service request during his Plan term, please advise him to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) In short, these are the main points on this "air conditioner replacement topic", which are expanded upon further below: ORHP promises to warranty/replace aging appliances in both their advertising and renewal lettersHowever, there is a preponderance of evidence at Revdex.com and other customer review websites, documenting that ORHP is slow to fix or replace critical warrantied items, thereby forcing many Plan owners to act/resolve the critical problems more quickly The Plan Owner's air conditioner was operating satisfactorily prior to the ORHP Plan effective date, and for over months thereafterThere are multiple witnesses and supporting documentation(ORHP does not have an evidence based argument for saying the air conditioner was not "not in good operating condition on the effective date of the Plan".) The air conditioner needed replacement after months into the Plan The Plan Owner replaced the air conditioner at a minimal cost level, for which he is asking reimbursement ORHP is directly contradicting their claims of providing replacement warranty service for a purchasing homeowner's appliances (preexisting, aging appliances) Regarding the ORHP response of 8/17/15: 9/30/ORHP has misrepresented the conversation that took place between OHRP and the Plan Owner Here is the Plan Owner's summary: Prior to the Plan and purchase of the home, the air conditioning was operating satisfactorily during all walkthroughs and visits by the two closing realtors, the previous homeowner, and the new homeownerIn addition, the air conditioner was also operating for the housecleaning crew prior to closingThere are multiple witnesses (at least 6) to the air conditioner working prior to the Plan effective dateAlso, the home's closing documents do not report any disclosures about anomalies with the air conditionerAlso, the Plan Holder received information from the seller's realtor that the previous owner had periodic maintenance checkups performed on his air conditioner On 9/30/14, the Plan Holder called to advise ORHP that he had moved into his new home and wanted to ensure that the air conditioner was serviced properly since his daily electric consumption was more than he had anticipated, and the Plan Holder wanted to know if ORHP covers the visitORHP said a technician visit would cost $minimumThe Plan Holder declined to go pay ORHP $for a checkup ORHP does not have an evidence based argument for saying the air conditioner was not "not in good operating condition on the effective date of the Plan"There are multiple witnesses to the air conditioner working prior to the PlanIn addition, the air conditioner was working for over months (Sept - July 2015) during the Plan, again with multiple witnesses who were in the home during those months, and there are supporting electric bills Based on documentation in Revdex.com's records, and on other customer review sites, ORHP has had a history of slow repair/replacement services, which, when critical appliances are involved, becomes detrimental to the Plan Owner's living conditions In this specific case, it was not feasible to wait for many weeks or months for ORHP to replace the air conditioning during the Florida summer months (90-deg days)Taking action to quickly fix the issue was paramount ORHP should reimburse the cost of replacing the air conditioner The Plan Owner is confident that he obtained by far the lowest price replacement unit(based on input from adjacent homeowners and competitive quotes) The Plan Owner understands that if ORHP could have provided the replacement in a timely fashion, for less cost ($for the home's second story rooftop air conditioning unit), the Plan Owner would be agreeable with that ORHP reimbursing that dollar figure Please note that in ORHP's response, they did not address that the original point that was raised about ORHP's recent renewal notice, reiterating again to the Plan Owner that ORHP replaces aging appliances ORHP states that they provide replacement coverage for all Plan Owner existing appliances including air conditionerORHP states that they provide repair or replacement coverage for existing appliance failures including air conditioner, as the home ages, for a renewal fee of $The ORHP renewal letter's statements and terms, directly support the Plan Owner's request for ORHP to fund the air conditioner reimbursement MIDDLE GROUND: If ORHP can show that they could have provided a less expensive replacement service for the home's second story rooftop unit, the Plan Owner would be agreeable with that dollar figure reimbursement Final Business Response / [redacted] (4000, 15, 2015/09/03) */ Dear Ms [redacted] , Regarding Mr***'s request for reimbursement for repairs that were not authorized by Old Republic Home Protection (ORHP); according to the file, Mr [redacted] advised ORHP on September 30, 2014, that during his walk through of the home prior to the effective date of the Plan on September 26, 2014, that the air conditioner was not cooling properly, and "hasn't cooled properly since he's lived in the home"According to the Plan, pre-existing conditions are not covered, and Mr [redacted] was denied coverageIn addition, if this was not a pre-existing condition, the Plan does not provide reimbursement without prior authorizationPlease refer Mr [redacted] to page of the Plan that states: "We [redacted] provide service for covered systems or appliances which malfunction, and are reported, during the term of the Plan that: B) Were correctly installed and working properly on the effective date of the Plan, and C) Have become inoperable due to wear and use, rust, corrosion, and chemical or sediment buiafter the effective date of coveragePre-existing conditions are not covered For Service: Place service requests online at www.orhp.com or call us at X-XXX-XXX-XXXX We accept service requests hours a day, days a year We require you to contact us so we [redacted] have the opportunity to select a Service Provider We [redacted] not reimburse you for services performed without our prior authorization." With regard to his statement that our "advertising and renewal letters promise unconditional warranty replacements" is simply not truePlan coverage is applied in accordance with the terms and conditions of the Plan, and is based on the diagnosis by an Independent Network Service Provider dispatched by ORHP As for the contact information for our registered agent in Florida; please provide Mr [redacted] the following: Corporation Service Company [redacted] St [redacted] XXXXX If Mr [redacted] has any questions, please advise him to contact me at XXX-XXX-XXXX Ext [redacted] Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 17, 2015/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) We thank Mr [redacted] for his responses and the information on his registered agent However, in light of not making progress towards a mutually satisfactory agreement, we can end this Revdex.com complaint thread at this point

Complaint: [redacted] I am rejecting this response because: I called for a service call regarding my microwave door (safety issue, the door was not in operation to we use the microwave), and I explained the situationThey told me this item will cover under my planORHP sent a technician by name [redacted] at [redacted] home service and the gentlemen verified and took all information and he said he will order the part and comeback to fix itOn the same day I received called from ORHP representative and I was told the part is in order and technician will come back to fix the microwave doorI waited few days and called the technician to find out when he planning to come and fix the microwave door, and he told me ORHP cancel my orderThis is not fair ORHP treat a loyal customer, I am a disable person and looks like they take a advantage of a disable person Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms [redacted] 's letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information Ms [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments I have reviewed that file that indicates ORHP dispatched Aaron Service Company to provide ORHP a second opinion regarding the cause of failure of the air conditioner, and they will contact Ms [redacted] to schedule an appointment to provide servicePlease advise Ms [redacted] if she needs to contact them directly, their phone number is XXX-XXX-XXXX ORHP appreciates Ms [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Old Republic sent out another technician who was knowledgeable, he evaluated our A/C system and gave us a completely different (evaporator coil problem) but sensible reason for our A/C unit malfunction Thank you so much Revdex.com, we couldn't have done this without you

Dear Revdex.com, Please thank ** [redacted] for providing me the property information so I could review the file and his request for reimbursementAccording to the file, we were provided a copy of the original diagnosis, but not the final invoice for the replacement of the water heater Please ask ** [redacted] to email me the invoice, which would reflect the amount paid for the new water heater, to [redacted] I will then complete my review and provide him a response how his request will be resolved If ** [redacted] has any questions, he can contact me at [redacted] *** Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Complaint: [redacted] I am temporarily rejecting this response because: I am waiting for Old Republic to receive a report from the contractors who came out to our home on 8/ (According to a recent call from them today, the tech was busy in the field and they were still waiting on the report) While at our home, they had very conflicting opinions from the original service provider, but did not have good answers for our concerns for our AC They said the unit was not too close to the home as previously reported Suggested it MAY be SLIGHTLY overcharged (which they said is another thing not covered by warranty) BUT that to really know what the issue is, we would have to call while it was happening (which is what we originally did) and get somewone there while it was actively going on They also did not have a good answer as to why every single room in the home gets ice cold except for our bedroom which we sweat in (on the same floor as the ice cold rooms) He suggested that the duct may be inadequate to cool that particular room?? yet that doesn't seem to be any issue anywhere else in the home I will wait to hear back from Old Republic to further resolve this complaint I would also like it removed from our records with them that the AC was improperly installed since this current contractor confirmed that it was not (as to not have an issue down the line that voids our coverage with them, if we were to even choose to renew in the future) Sincerely, [redacted]