Franks Television

Complaint: ***I am rejecting this response because:
Simply responding by referring me to my contract is a way that business respond when they are doing crooked thingsThey refer to the contract because they hide behind that contractIn my case the contract has nothing to do with my complaintMy complaint is that they cannot replace my broken AC with another broken AC, then leave me on my own to fix that second broken ACOld Republic is a bad companyThey deserve nothing short of an F from the Revdex.comTheir response referring me to their contract is not a resolutionIt's an excuseUnless I am fully refunded for my policy and *** AC is fully refunded for their additional work, I will not be happy with their resolution.
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/01/26) */
Ms***
Revdex.com
RE: Plan # ***
Dear Ms***,
Regarding the service request for the furnace; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances
outlined in Ms*** 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 *** 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
I have reviewed the file and my associate, Ms***, is following up to assist *** regarding a resolution of her service requestIf *** has any questions, please advise her to contact Ms*** at 800-*** Ext*** for assistance
ORHP appreciates *** 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,
***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 8, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Old republic home protection warranty company notified me that they now are going to cover the cost of replacing my furnace which I was very thankful forThe service provider they sent me gave the home warranty company a quote and stated that I would have to pay $on out-of-pocket expenses for alterations to install the furnaceI explained to old republic that I did not want to use that particular company to install my furnace and that I did not trust in his "quotes." Old republic said no problem they would send me a check for the price of a furnace and labor cost and I could go with whatever service provider I wanted toI was happy with that until they stated they would send me $for a new furnace and labor costsObviously that is nowhere near enough money to buy a furnace and pay someone to put it inOld republic argued with me stating that is what their service provider quoted to themWhen their service provider was in my home he quoted me over $just for a furnace and labor so old republic lied to me and is now forcing me to either use their service provider or I get bucksI am very upset and disappointed I believe that old republic home protection and their service provider are in cahoots to take advantage of peopleIn a last effort to work with old republic I asked them if I could call another company to come in and evaluate and submit a quote to them and I asked them if they would pay for it that way and they said no
Final Business Response /* (4000, 10, 2016/01/28) */
Dear Ms***,
Regarding the service request for the furnace, and the amount of the cash settlement; I have reviewed the file and confirmed the cost of the furnace and labor to complete the repair is $
Old Republic Home Protection (ORHP), like other home warranty companies, purchase furnace equipment directly from the manufacturer (e.g***), with minimal maon the equipmentIn addition, we have pre-negotiated labor rates with the Independent Network Service Providers to install the equipmentThese cost control measures enable us to maintain an affordable home protection Plan for our customers
Please refer *** to page of the Plan that states:
"We reserve the right to provide CASH IN LIEU of repair or replacement in the amount of
our actual costPayment will be provided based on our negotiated rates with our Service
Provider and/or Supplier network, which may be less than retail."
According to the file, my associate, Ms***, has spoken with ***, and is following to resolve the service requestPlease advise *** to contact Ms*** at 800-*** Ext***, at her earliest convenience, and advise her if she will agree to the non-covered portion of the repair, or is she would prefer the cash settlement
Sincerely,
***
Plan Compliance Manager
Final Consumer Response /* (4200, 12, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have gone ahead and accepted the $cash out, but please note your company is not fooling anyoneYou are taking advantage of people and I will make sure to spread the word that Old Republic Home Warranty is not worth a pennyYou are forcing your customers to use your contracted companies and those companies are charging ridiculous prices so that you can't afford the out of pocket premiums to even get the work done that needs to be done, henceforth you guys end up not having to pay a thingThanks for nothingI will take the $and save up until I have enough to replace my furnaceAt least your service provider gets nothing and you still had to pay out a little

Initial Business Response /* (1000, 5, 2015/07/21) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the air conditioner; I have reviewed the file and according to Decker and Mattison Co, the compressor, located inside the condenser, has failed
and must be replacedThe technician has assured Old Republic Home Protection that once the compressor is replaced, the air conditioner will operate as designed
If MsMall has any questions, please advise her to contact me at her convenience
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Decker and Mattisin did say if the condenser was replaced the ac would operate fairly for short timeThey said it would be like a bandaid and they did not recommend just replacing condenserEven though the ac *** operate for short time with new condenser, it would not operate correctly and would not be like before as it would not have correctly matched ac and condensor
I have tried to talk with you regarding this concern and we were unable to resolve this fairlyThat is why I made the complaint with the Revdex.com
Final Business Response /* (4000, 10, 2015/07/28) */
Dear Ms***,
Please extend our sincere apology if there was a mis-understanding with the Service Provider, Decker and Mattison (DM)We spoke with *** from DM, and he assured us that replacing the compressor was a viable repair, and the new compressor would be a proper match with the existing condenser
If Ms*** has any questions, please advise her to contact *** at Decker and Mattison for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 12, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was absolutely no misunderstandingThe service tech provided the info to us that the entire ac needed to be replaced to work properlyThe owner of Decker Mattison, ***, was made aware of this as well*** advised he had told Old Republic that the AC needed replaced, but they refused and only wanted to replace condenser.the tech told us the whole unit needed replaced and this was witnessed by myself, my son, the neighbor, and my husbandI understand Decker Mattison must protect their relationship with Old Republic, but why would Old Republic question Decker Mattison recommendation, when they are their expertIt was a save money thing at the expense of the consumerYes the technician said a new compressor woud probably get the ac going long enough to get thru the warranty, but he said it was a temoorary fixThis is ver poor customer serviceI would hope the owner of Decker Mattison question this tech again about his recommendation and our conversations

Complaint: ***I am rejecting this response because: as you can see by the date it's on the responses from Old Republic there will past months from my original calling date you regardless as to whether they have done anything to date does not obscure the fact that they did nothing until the Revdex.com became involvedAgain all I want is for my contract to be Ended as of June and a full refund of the remainder of the contract from June forwardNo other resolution will be considered.Sincerely,*** ***

Plan ***
Dear Revdex.com,
Regarding *** *** request for compensation for her mortgage payment as the result of service provided by the Independent Service Provider; Old Republic Home Protection Co, Inc, (ORHP) is a home warranty company licensed in California to provide Home
Service Plans which provide for the repair and/or replacement of covered systems and appliancesThe services afforded by a Plan are provided by independent Service Providers dispatched by ORHP in response to service requests. ORHP has no supervisory control of the time, method or material used by these independent contractors and as such, like other home warranty companies, we are not responsible for alleged neglect by the Service Providers or for secondary damages
Please refer to page of the Plan that states:
“GENERAL EXCLUSIONS:
DWe do not pay, nor are we liable, for secondary or consequential loss or damage;
personal or property loss or damage; or bodily injury of any kind
EWe are not responsible for a Service Provider’s neglect or delay; or their failure
to provide service, repair or replacement; nor are we responsible for any delay in
service, or failure to provide service … “
In addition, below is a summary of the service request provided to the California Department of Insurance (CDI) when they requested ORHP review the fileThe CDI has not informed ORHP that we have violated any CDI regulation or the Fair Claims Settlement Practices Regulation.
06/14/16 Plan effective
09/10/16 Service request: water leak under the master bath sink and kitchen sink, and the water pressure seems high in the homeAlso, the kitchen faucet was not working properly
Dispatched: American Plumbing & Rooter Corp
10/29/16 Status: the plumber diagnosed the kitchen faucet handle was broken and required replacementThe plumber did not offer a diagnosis for the leak under the kitchen sink or master bath sink, or regarding the water pressure in the homeThe Plan Holder, *** ***, was advised that the Plan did not provide coverage for the kitchen faucet.
Please refer to page under Plumbing Coverage that states:
“NOT COVERED: … faucets …”
11/10/16 Denial of coverage letter regarding the kitchen faucet was mailed to the Plan Holder
11/28/16 *** *** called regarding the denial of coverage for the faucet and requested to speak to someone about upgrading her Plan coverageShe was transferred to our Application Department
12/05/16 *** *** called to discuss payment of the Trade Call Fee (TCF), and was informed that the TCF is due whether service is covered or denied
Please refer to page of the Plan that states:
“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.”
12/29/16 The Plan Holder advised us that she still has a leak in the same bathroom
According to the file, there was no pipe leak diagnosed in the bathroom when the plumber was at the home in OctoberWe placed a call to the plumber to clarify his diagnosis and left a message for the plumber to contact Old Republic Home Protection (ORHP)We did not receive a return call from the plumber.
03/31/17 Service request: pipe leak under the home
04/01/17 Dispatched: Abe’s Plumbing was dispatched.
The Plan Holder contacted us and advised that Abe’s Plumbing was unable to provide service for several days, and the work order was transferred to a different network Service Provider.
Dispatched: Express Plumbing
We were informed by the Plan Holder that they were unable to provide service for a few days. The work order was transferred to a different network Service Provider.
Dispatched: K and R Plumbing
04/03/
11:am Status: the plumber diagnosed there was a pipe leak under the home, and that there was standing water under the home that needed to be removed before he could complete his diagnosisWe contacted *** *** and advised her that the Plan does not provide coverage to remove the water and once it was removed, the plumber would return to complete his diagnosis
*** *** spoke with our Call Center Supervisor, Mr*** regarding the delay in service and coverage to remove the water. He agreed to waive the Trade Call Fee and *** *** agreed to hire a company to remove the water
3:pm *** *** called ORHP and advised us that the company she hired had removed the water from under the home and she would like the plumber to return to complete the repairORHP contacted K and R Plumbing, however, they were unable to return until the next day. ORHP transferred the work order to a different network Service Provider
Dispatched: Go Water Heaters
04/03/17 Status: the plumber, ***, from Go Water Heaters, advised us that there was still water and a significant amount of mud under the home that would need to be removed before he could diagnose the leak and make a repair. We attempted to contact the Plan Holder to advise her of the need to have additional water and mud removedHowever, we were unable to contact her and were not able to leave a message
04/04/17 *** called ORHP and informed us that he was able to locate the source of the pipe leak under the home near the kitchen area, and he would call us back with an estimate for the repair
04/05/17 My associate, Mr***, spoke with *** *** and advised her that he would be her point of contact at ORHP, and would follow up to ensure the service request was resolved in a timely manner. Mr*** left a message for Go Water Heaters to obtain their estimate for the repair
04/06/17 Mr*** spoke with *** and the estimate for the repair was $Mr*** provided him authorization to complete the repair
Mr*** spoke with *** *** and advised her once the remaining water and mud was removed, the plumber would complete the repair.
*** contacted Mr*** and since the repair would require a second plumber, the estimate was increased to $1,Mr*** approved the adjusted estimate
04/07/
8:am *** contacted Mr*** and advised us that the remediation company was at the home removing the remainder of water and mud, and the Plan Holder would advise him when he could return to complete the repair of the plumbing pipe
1:pm *** *** called Mr*** and advised him that the remediation company work was completedMr*** contacted *** and was advised that the repair of the pipe will take approximately seven hours, and since it was late in the day and the additional plumber was not available, that they would return the next day to complete the repair*** *** was advised by Mr*** that *** would return to complete the repair the following day.
04/10/17 Mr*** confirmed with *** that the repair was completed April 8,
04/12/17 I spoke with *** who was the plumber from American Plumbing & Rooter Corp., the first technician that visited the property back in September, to confirm his diagnosisAccording to ***, he diagnosed that the kitchen faucet handle was broken and the faucet was leaking water under the sinkIn addition, he diagnosed that the passembly in the master bathroom sink had failed and was leaking under the sinkAs for the water pressure; he diagnosed that the water pressure in the home was within specifications.
Please refer to page of the Plan under Plumbing Coverage that states:
“NOT COVERED: passemblies “
Had the plumber informed us in October that the pop-assembly was defective, we would have provided you a denial of coverage letterPlease accept our apology that you were not informed regarding our coverage.
With regard to your belief that the plumber dispatched in September did not properly diagnose the pipe leak under your home; according to the file, there was no service request for a pipe leak under your home, and according to the plumber, ***, there was no evidence while he was at your home that there was a pipe leak under the home. In addition, your letter to the CDI referenced that it was not until March 30, when you received a water bill that indicated an unusual amount of water being used in the home and that you suspected there was a pipe leak. As a result, you placed a request for service on March 31, This would further indicate that the pipe leak under your home did not occur until March and was not present in September 2016.
As for the request for reimbursement for water remediation costs, or potential costs for mold eradication; the Plan does not provide coverage for water remediation or mold conditionsPlease refer to page and of the Plan that state:
“ we will perform services, and repair or replace systems and appliances mentioned as covered; we exclude all others.”
“HWe do not pay, nor are we liable, for any claim arising as a result of any pathogenic
organism such as: bacteria; yeast; mildew; virus; rot or fungus; mold or their spores;
mycotoxins; or other metabolic productsWe are not, under any circumstances,
responsible for:
Diagnosis, repair, removal or remediation of such substances;
Damages resulting from such substances, even when caused by or related to
a covered malfunction;
Damages resulting from such substances, regardless of any event or cause
that contributed in any sequence to damage or injury.”
Please extend our sincere apologies to *** *** that the terms and conditions of the Plan do not provide coverage for her requestAlthough 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.
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Dear Revdex.com,
Please advise Ms*** that the Plan coverage is automatically sent once payment is received, and our records indicate that the Plan coverage information was mailed to her on August 10,
Although the Plan does not provide coverage to reimburse for service without our prior authorization, as a gesture of goodwill, I will review the diagnosis and invoice from Ms***
Out-Of-Network ContractorPlease advise Ms*** to forward me a legible copy of the diagnosis and invoice for my review to the address belowI will communicate directly with her once I have reviewed the information provided
Old Republic Home Protection
*** *** ***
San Ramon, CA
Attn: *** ***
Sincerely,
*** ***
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2015/10/28) */
Ms.*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the dishwasher; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Mr***'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
As a result of the circumstances that occurred, and strictly as a matter of goodwill, my associate, Ms***, spoke with Mr*** and agreed to honor his request to waive the Trade Call FeeIf Mr*** has any questions, please advise him to contact Ms*** at XXX-XXX-XXXX Ext*** for assistance
ORHP appreciates Mr*** 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Find out that they had more outstanding charges! Only hire contractor that cannot get jobs due to low ratings
Final Business Response /* (4000, 9, 2015/11/02) */
Dear Ms***,
Please advise Mr*** if he requires further assistance, or has any further questions or concerns, to please contact Ms*** at XXX-XXX-XXXX Ext*** for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/03/22) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the garbage disposal and dishwasher; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies
for the circumstances outlined in Ms*** 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 individual involved, ensuring he understands the result of his actions and comments
I have reviewed the file that indicates the garbage disposal and dishwasher were not in good operating condition on the effective date of the Plan
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."
Please extend our apologies to Ms*** 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 Ms*** has any additional information she believes should be considered, please advise her to contact me at XXX-XXX-XXXX Ext
Best regards,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Dear Revdex.com,
Regarding the replacement of the air conditioner; as stated previously, Old Republic Home Protection (ORHP) met the Plan coverage obligation and installed a new system that was comparable in features, capacity and efficiencyIt was not our responsibility to determine if the existing system that was installed when he purchased the home was adequate
As for the equipment installed; there has been no information provided to ORHP that would support the equipment does not meet or exceed the efficiency, tonnage or cooling capability of the equipment that was replaced
If *** ** *** has any additional information he believes should be considered, please advise him to forward it to me for review
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

RE: Plan # ***
Dear Revdex.com,
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 *** *** letter
ORHP,
like other home warranty companies, uses Independent Network Service Providers and part suppliers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers, and to utilize part suppliers 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 June 12, my associate, *** ***, spoke with *** *** and will follow up to ensure the service request is resolved in a timely mannerIf *** *** has any questions, please advise her to contact *** *** at *** *** *** for assistance.
ORHP appreciates *** *** 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Complaint: ***I am rejecting this response because: Although the hvac unit was installed today Friday January 2017, we are still to receive anything written outlining the services to be providedWe have received no written documentation not even from the contractor *** *** *** *** ***The new unit was installed and attached to the old dirty ducting instead of having new ducting installedThe contractor said that the return duct was disconcted in the attic so he simply reatached it, but what he failed to do is check to see if the ducts were clean which they are notSome vents had rat nests in themNow I have to get my system cleaned to ensure the health and safety of my family in using the new unitMy question is why was not the ducting included with the instalation of the new unit and why are we still to receive any kind of work order or written confirmation of services renderedAlso I was under the impression that the unit need to be inspected by an outside agency but that is not schedualed to happen eitherI am glad that the company decidded to uphold their contractual obligation to replace our unit and cover some extraneous costs but to what extent they cut corners I wouldnt knowThis company has kept us in the dark about alot of things and the treatment we have encountered from old republic and its agents has been unacceptable in my opinionIm just glad this experience is pretty much over with.Sincerely,Billy Ward

Initial Business Response /* (1000, 5, 2015/05/22) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
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 Mr***'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 Mr*** provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments
According to the file, the replacement compressor is scheduled to be delivered on *** 26, 2015, and my associate, Ms*** will follow up to ensure the service request is resolved in a timely manner
If Mr*** has any questions or concerns, please advise him to contact Ms*** at
XXX-XXX-XXXX ext*** for assistance
ORHP appreciates Mr*** 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,
*** ***
Claims Manager
Old Republic Home Protection

Complaint: ***I am rejecting this response because:
OLD Republic was first contacted to repair the microwave, not for any smell, but because it would not turn onThe repairman could not fix it, which is why they rescheduled with a second repairmanI was told my *** the first repairman felt it was the panel that was not workingVery convenient for them for not mentioning this in their responseThe 3rd repairman said the filter was removed which caused the damageThat would be impossible, because the microwave was not turning on when the first guy came, and therefore not used, could not be used when the 3rd guy came
Old Republic should be ashamed for such a deceptive responseThey always ask what is wrong with the appliance while placing the service requestI would like them to play a recording of what I told them was wrong with the microwave when I first called.
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/01/15) */
Ms*** ***
Revdex.com
Re: Plan ***
Dear Ms***,
Regarding the service requests for the toilet and the kitchen sink leak, as well as Mr*** request to cancel his Plan; I have reviewed the file and the following is a brief
summary
07/22/Plan becomes effective for the Plan Holder, Mr***
08/03/Service request: guest bathroom toilet is not filling, and there is a pipe leak under the kitchen sink
Dispatched: High Priority Plumbing
08/05/Status: the plumber diagnosed the toilet flapper was leaking and had to be replaced, and there was no leak diagnosed under the kitchen sinkIn addition, Mr*** asked the plumber to install a reverse osmosis (R/O) system that he had purchased, prior to the arrival of the plumberWe advised Mr*** that the Plan does not provide such service, and he would need to discuss installation with the plumber directly
Mr*** advised us if we did not approve the installation of the R/O system, that he would not pay the Trade Call Fee
Please refer to page of the Plan that states:
"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."
Old Republic Home Protection values Mr*** as a customer, and we hope that he realizes the value of the Plan and the many benefits it providesIf Mr*** still wishes to cancel his Plan, please advise him to mail us a written request to the address below, fax the request to ***, or email the request to ***, and the Plan will be cancelled in accordance with the terms of cancellation
Old Republic Home Protection
***
If Mr*** has any questions, please advise him to contact me at *** Ext***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will draft a second letter to Old Republic asking for a full refund of my money, I will send the Revdex.com and the company each a copy and upon receipt of all the money I paid them, I will then accept the company's response and consider the matter closed
Final Business Response /* (4000, 9, 2016/01/20) */
Dear Ms***,
Please inform Mr*** the Plan will be cancelled, per his request, in accordance with the terms of cancellation outlined on page of his Plan
If he has any questions, please advise him to contact our Accounting Department at
*** for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Dear Revdex.com,
As previously expressed, please extend my apologies for the circumstances that occurred
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Dear Revdex.com,
I have reviewed the file, a photo of the filter provided by *** ***, and the diagnosis from the Plan Holder’s Out-Of-Network Contractor, *** *** ***There appear to be a difference of opinion with regard to the cause of failure of the stainless steel filterThe technician from *** *** believes the damage I see in the photo is the result of chemical imbalance in the pool water over a period of timeAccording to the Plan, repairs as the result of chemical imbalance is not coveredThe technician from *** *** *** believes the damage is the result of wear and use
Since coverage is based on the diagnosis by a licensed Service Provider, I propose that we split the cost of the new filterPlease advise *** *** to provide me an estimate from his OONC for my review prior to initiating replacement, and I will advise how we may assist with the resolution of the service requestMy email address is ***, or he can mail it to my attention at the address below
Old Republic Home Protection
*** *** ***
San Ramon, CA
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Plan ***
Dear Revdex.com,
Please advise *** *** our response has been outlined in our previous correspondenceIf he still wishes to cancel his Plan, it will be done so in accordance with the terms of cancellation on page of the PlanPlease advise him to inform me if he still wishes to cancel the Plan coverage and I will inform the Plan Cancellation Department
If *** *** has any additional questions, please advise him to contact me at *** *** ***
Sincerely,
*** ***
Plan Compliance Manager

Plan ***
Dear Revdex.com,
We understand that *** *** is dissatisfied with our decision to not renew her Plan.
In reviewing the coverage we’ve offered over the last three years, we have received $1,in Plan fees, and paid out almost $2,in service
cost, for a loss ratio in excess of 180%For that reason, we have made the decision to not offer renewal.
We apologize for any inconvenience this may cause *** ***
In the event *** *** wishes to maintain her home warranty coverage, she may wish to contact another Home Warranty Company to obtain coverage. We recommend visiting the National Home Service Contract Association website at *** for a list of reputable companiesWe do not suggest companies that sell home warranties strictly over the Internet, as many are not properly licensed and/or regulated as required.
While our goal as an organization is to serve others with a "People Helping People" philosophy, we hope *** *** can understand our position, and am sincerely sorry that we cannot offer a renewal for this home going forward
If *** *** has any questions, please advised her to contact our Sales Support
Department at *** *** ***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 7, 2015/09/24) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
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***'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 you 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
ORHP values Ms*** as a customer, and we hope she realizes the value of the Plan and the many benefits it providesIf Ms*** still wishes to cancel her Plan, please advise her to mail a written request to ORHP, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions of the Plan
ORHP appreciates Ms*** 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 9, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This letter addresses Elsie***This is another example of poor serviceMy name is *** ***, please advise
Final Business Response /* (4000, 11, 2015/09/29) */
Ms.*** is the representative at the Revdex.com (Revdex.com) that forwards the complaints for our reviewThe responses are addressed to her attention at the Revdex.comMy apologies for the confusion
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Plan ***
Dear Revdex.com,
Regarding the water leak in the wall, and the shower valve; I reviewed the file that indicates the plumber from Hers and His Plumbing diagnosed the water leak in the wall was the result of a frozen hose bibb located on the outside of the homeIn
addition, the plumber diagnosed that the shower diverter was installed improperly which prevented water flowing to the shower massager.
In accordance with the Plan, coverage was denied
Please refer to page under Plumbing Coverage and page under Limitations of Liability that states:
“PLUMBING COVERAGE
NOT COVERED: … HOSE BIBBS”
“GENERAL LIMITATIONSTHIS PLAN DOES NOT COVER:
EImproper repair/installation/modification of the covered item.”
“GENERAL EXCLUSIONS:
AThis Plan does not cover services required as a result of:
… freezing … “
Please extend our apologies to Mr*** that the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of Old Republic Home Protection 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*** has any additional information he believes should be considered, please advise him to mail it to the address below
Old Republic Home Protection
*** *** *** *** *** ** *** *** *** ***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection