Franks Television

Revdex.com:While we reject the responce to have the same contractor return to our home,we did discuss this issue with Old Republic over the phone this afternoon and have met in the middle to get this job completed.Sincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Dear Ms***, Please advise Ms*** as a gesture of goodwill, I will agree to review the diagnosis and invoice from her Out-Of-Network Contractor, and to submit a legible copy of the information to my attention at:*** *** *** *** *** *** *** *** *** ** ***Sincerely, *** ***Plan Compliance Manager

*** ***
Revdex.com
RE: Plan # ***
Dear *** ***,
Regarding the service request for the plumbing stoppage; 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 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, my associate, *** ***, has spoken with *** *** and has processed the reimbursement for the stoppage repair completed by an Out-of-Network Contractor.
If *** *** has any questions, please advise him to contact *** *** at *** Ext***
ORHP appreciates *** *** 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

Complaint: ***I am rejecting this response because: I called and there has been no resolution.Same informationis being told via phonem.Sincerely,*** *

Complaint: ***I am rejecting this response because:
*** does not answer his phone or return calls and I have not reached out to his manager (sense receiving the business response on 9/7/17) because after almost weeks I was finally able to get in touch with the tech that *** told me would contact me 8/29/to schedule a timeThis complaint has spurred other representatives from Old Republic to reach out to me times this week to confirm that the tech had been to my house when they had not beenBoth representatives from old republic told me they would contact the tech, but nothing happenedI did finally get the tech out to my house after calling them multiple times and was now told that I may need a whole new HVAC systemThis was on Friday 9/8/At this time I am still waiting, as instructed by the tech, for Old Republic to contact me as to how they want to proceed.Sincerely,*** ***

RE: Plan # ***
Dear Revdex.com,
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 *** *** 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
According to the file, on May 23, 2017, *** *** agreed to accept a settlement in lieu of repairs and a check has been processed*** *** should receive the check within days
In addition, as a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor *** *** request to refund the Trade Call Fee
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 Business Response /* (1000, 6, 2016/03/07) */
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the heating system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr
***' letter
ORHP, like other home warranty companies, uses Independent Network Service Providers (INSP) 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
I have reviewed the file that indicated on February 3, 2016, the Plan Holder spoke with Mr*** Authorization Department Manager, and as a gesture of goodwill, he agreed to cover $of the non-covered costs that were necessary to install the heating unit
According to the file, on February 9, 2016, my associate Ms***, spoke with the Plan Holder and confirmed that the equipment was installed and functioning as designed
With regard to Mr*** request for additional compensation; ORHP is not responsible for any alleged delay or neglect as a result of service provided by an INSP or delays caused by a Plan Holder's desire to reduce their out-of-pocket costsOur gesture of goodwill was a clear indication of our willingness to assist Mr*** with the non-covered costs as a result of the circumstances that occurred
Please refer to page of the Plan titled Limitations of Liability that states:
"GENERAL EXCLUSIONS:
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 caused by conditions beyond our control, such
as parts on order or labor difficulties."
If Mr*** has any questions, please advise him to contact me at XXX-XXX-XXXX Ext
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 8, 2016/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Old Republic was negligent in its hiring of contractorsIf Old Republic had taken the time to properly interview and screen its contractors, contractors would not have come to my home without the proper equipment to test for Carbon Monoxide
For the record, if it was for ME testing for Carbon Monoxide detector, the Carbon Monoxide would NEVER have been discoveredSince each contractor did not have Carbon Monoxide equipment, neither of them tested for it
Again, Old Republic is negligent in it hiring of contractorsIf I did not have carbon monoxide equipment, my family would have been further exposed to Carbon Monoxide
Old Republic must be held accountable for hiring negligent contractors
I provide the following information to *** *** via email on Tuesday, March, 22, 2016, via email
Mr***,
My wife and I understand your defense that you cannot be held accountable for "negligence" of the work or lack of work by your contractors, I believe you are missing the point we are trying to make
We are making the point that Old Republic was negligent in its HIRING of contractorsTwo (2) contractors you sent to my home were not equipped with ANY carbon monoxide equipmentDue to you hiring contractors who did not have sufficient equipment, my family was exposed to carbon monoxide for a longer period than neededSending contractors within a week period who both did not have proper equipment shows a pattern that Old Republic was negligent in its hiring of contractors
For the record, I am the one who found the carbon monoxide leak with MY carbon monoxide detectorIf not for my diligence and quick thinking, we would not have been able to find the carbon monoxide leak
My wife and I are willing to drop both complaints if we can come to some form of addition financial compensationDue to our previous letter, and the aforementioned information, a $credit does not merit enough of a "gesture of goodwill."
If you want to arrange a phone call, please let me know
Thanks and I look forward to hearing from you
Final Business Response /* (4000, 11, 2016/03/23) */
Dear Ms***,
Regarding the service request for the furnace; as expressed previously, we apologize for the circumstances that occurredOld Republic Home Protection, like other home warranty companies, dispatch independent companies to provide serviceThere is no agent/agency relationship in this process, and like other home warranty companies, we are not responsible for any alleged neglect or delays as the result of service provided
If Mr*** wishes to discuss this further, he can contact me at XXX-XXX-XXXX Ext
Sincerely,
*** ***
Plan Compliance Manager
Final Consumer Response /* (4200, 13, 2016/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated before, my wife and I are making the point Old Republic was negligent in its HIRING of contractorsTwo (2) contractors sent to my home were not equipped with ANY carbon monoxide equipment
Due to Old Republic hiring contractors who did not have sufficient equipment, my family was exposed to carbon monoxide for a longer period than neededSending contractors within a week period who both did not have proper equipment shows a pattern that Old Republic was negligent in its HIRING of contractors
For the record, I am the one who found the carbon monoxide leak with MY carbon monoxide detectorIf not for my diligence and quick thinking, we would not have been able to find the carbon monoxide leakIf I had not found the leak, no service on our heater would have been done
Old Republic's offer of a "gesture of goodwill" for $is insulting and does not show they want to take any responsibility for their hiring practices
Old Republic's defense that they cannot be held liable for a contractor's negligent in service provided does not apply to our complaintAs stated previously, we are talking about negligent hiring practices by Old Republic

Plan ***
Dear Revdex.com,
Please advise Mr*** that we will reimburse him for the covered cost at the Out-Of-Network Contractor’s ratePlease ensure he has the OONC contact us before repairs are initiated with his diagnosis and estimate so we can determine Plan coverage
Due to this inconvenience, we will also waive the $Trade Call Fee as a gesture of goodwill
Sincelrfey,
*** ***
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2015/07/02) */
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***' 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
I have reviewed the file and my associate, Ms***, has spoken with Mr***, and will follow up to ensure the service request is resolved in a timely mannerIf Mr*** has any questions, please advise him to contact Ms*** at XXX-XXX-XXXX extfor 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

Plan ***
Dear Revdex.com,
Regarding the service request for the air conditioner; I have spoken with Mr*** and I am reviewing the file and home inspection he provided to me for reviewOnce my review is completed, I will be contacting Mr*** to resolve this
service request
If Mr*** has any questions, please advise him to contact me at *** *** ***
Sincerely,

Initial Business Response /* (1000, 5, 2015/06/19) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the air conditioner and spa; 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 Ms*** 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
I have reviewed the file that indicates the repair of the air conditioner was completed by Air Supply Cooling, and the air conditioner is cooling as designedIf Ms*** requires service to the air conditioner, please advise her to contact us at XXX-XXX-XXXX for assistance
With regard to the spa; the file indicates that Desert Valley Pool was unable to locate a leak when they provided service, and when we spoke to Mr*** on *** 5, 2015, he advised us that the leak was intermittent, and he would contact us back if he required serviceWe have not heard from Mr*** regarding this matterIf the leak has reoccurred, please advise Ms*** to contact me at XXX-XXX-XXXX ext***, and I will contact an Independent Network Service Provider to provide a diagnosis
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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate Mr***'s offer of assistance, I am frustrated by my recent encounter with himHe was incredibly disrespectful to both my husband and myself, which was a bit shocking as we've interacted with relatively polite people since having issuesMr*** on the other hand was out and out rudeFurthermore he misrepresented the spa issue as my husband called to complain about the lack of serviceAdditionally, the service provider did not do their job, so they should not have charged usHowever, even though the service provider admitted as much and did not even ask us to sign, Old Republic did charge us a feeMr*** misrepresented both the report and my husband's response in his statement aboveAlso, when we spoke with him, he made it clear that even if the service provider does not do their job, Old Republic does not send out additional service providers which seems disingenuousSince speaking with him, he did agree to send out a spa person, but was sure to charge us, which technically is fine though shows poor customer service since it was clearly their mistakeHe refused to address our air conditioning unitThe new spa person made a recommendation to fix, and did not show up until last Friday, which considering this has been going on since April is unacceptableWe await Old Republic's response as to whether or not they will include it based on our planI would ask that Old Republic change their appeal process because if they are going to send out under qualified providers, they are ultimately responsible for sending out additional providers for second opinionsAdditionally, I would ask Mr*** to put his ego aside along with his determination to always be right and actually listen to his customers' concerns in the futureEven if the customer is not right or he cannot fix their issue, he should treat customers with respectHe should not make snide comments suggesting the customer read the fine print or make sure the customer knows how ridiculous he thinks their claim is
Final Business Response /* (4000, 9, 2015/07/10) */
Dear Ms***,
Regarding the service request for the spa leaking water; I spoke with David, owner of Platinum Pool Repair, and when he serviced the Spa on July 5, he found no water leak, and advised Old Republic Home Protection (ORHP) that the Plan Holder had not seen a water leak eitherIn addition, he also found an air tube switch was not operating properly, however, the air tube is not accessible so further diagnosis was not possible
Please refer to the Swimming Pool/Spa Equipment coverage that states we cover:
"Above ground and accessible working parts and components of heating and filtration system
Although Platinum Pool Repair has invoiced ORHP for his diagnosis, and their diagnosis was the same as the first Service Provider dispatched by ORHP, as a gesture of goodwill the Trade Call Fee was waived
If Ms*** has any future need for service, please advise her to contact our Customer Service Department at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to draw attention, once again, to Mr***'s double speak here that both misrepresents ORHP's intentions and how we have responded to issuesFirst of all, on the spa, as a consumer, I would consider buttons to be both "above ground and accessible," as I can see and touch them, even if they might have to open something to fix the air pumpSecond, Mr*** acts as though it was our responsibility to determine what was wrong with our spa before they sent someone outOur spa randomly emptied itself of water, back in April, (please note it took until late June for ORHP to send someone back out)We assumed it might be a leak, but nonetheless our spa was not workingThe first guy they sent had no business making a report at all, as all he did was tell us home warranties don't actually pay to fix issues, which is accurate from our experience with ORHP, but not helpful in fixing our spaAnd there is something wrong, even if we, being teachers and not spa repairmen, were mistaken about the leakORHP still won't fix it, using the misleading language that was not on the tiny pamphlet where you check a box for spa, not above ground portions of spa, that we ordered their warranty fromFurthermore, the buttons are above ground, as is all the equipment, so I still fail to understand why ORHP won't fix itOf course, no one even called to tell us their decision, we found out by reading Mr***'s response, so our understanding is clearly not their priorityThey really should cover it and not use misleading language on their sales pamphletsAlso, they waived the first contractor fee, but Mr*** himself made it clear he was charging us the fee to send someone else out, which was the contractor who found the air pump issueWe received a bill in the mail and we sent in a checkSo Mr*** is either mistaken or referring to the first service because we were chargedHonestly, we feel like anything that goes wrong with the spa will be deemed "inaccessible," and would like a refund of the money we paid to add on the spa coverage or we would like them to fix the issue
Additionally, I would like to go back to the issue of our air conditioning unitAs I mentioned in my original complaint, our unit broke for the third time on June 13thThey patched a leak, I assume because ORHP would not pay to fix or replace the leaking part because a patch was cheaperOur unit broke again on July 5thThey sent someone out nearly hours later, which is itself an issue as we live in ***Their contractor refilled the Freon and said that things would be fine, and that our "unit icing over was normal" and "happens sometimes." Not even two hours later, our unit was frozen solid again, which we felt was decidedly not normalBecause we had lost faith in ORHP'S contractors and did not want to wait another hours, we got permission to use an outside contractor and they told us they would reimburse usOur contractor told us that all the patch fixes had caused additional leaks and the whole cooling system needed to be replacedWe are waiting for ORHP to process our reimbursementORHP needs to hold up their end here and reimburse us for the unitIt needed to be done as a result of them choosing cheap fixes over necessary repairsI understand that they are a business whose goal is to make a profit, but it seems clear to me that their bottom line is at the expense of the consumerPlease reimburse us for the air unit

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Antonio ***

Dear *** ***,
Regarding the service request for the air conditioner; according to the file, Mr*** was not authorized by Old Republic Home Protection for repairs provided by an Out-Of-Network Contractor, and the Plan does not reimburse for unauthorized repairs
Please refer to page of the Plan that states:
“? We will not reimburse you for services performed without our prior authorization.”
In addition, the repair Mr*** paid an Out-Of-Network Contractor (i.eadding refrigerant to the air conditioner system) did not resolve the service request, and according to the file, Old Republic Home Protection is providing coverage to replace the air conditioner condenser
Please extend our apologies to Mr*** that the terms and conditions for the Plan do not provide coverage for his request for reimbursement
Sincerely,
*** ***
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2015/06/24) */
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 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
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
Initial Consumer Rebuttal /* (2000, 7, 2015/06/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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 ***’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 *** 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 the file that indicates my associate Ms*** has been assigned to review the service request and resolve it in a timely mannerOn March 29, 2018, Ms*** left a message for *** to contact her at his earliest convenience to discuss a resolution of his service requestPlease advise *** to contact Ms*** at *** *** ***
ORHP appreciates *** 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

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the air conditioner and the request to cancel the Plan; 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
Please advise Ms*** to send us the invoice for the repair completed by an Out-Of-Network Contractor, and we will reimburse her for covered repairs
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Ms*** request to refund the Trade Call Fee
With regard to cancelling the Plan; ORHP values Ms*** as a customer, and we hope that she still sees the many benefits the Plan providesHowever, if she still wishes to cancel the Plan, please advise her to mail a written request to ORHP, fax the request to ***, or email the request to ***, and the Plan will be cancelled in accordance with the terms of cancellation outlined on page 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 Business Response /* (1000, 5, 2015/10/09) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the plumbing stoppage; 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
I have reviewed the file that indicates that the Out-Of-Network Plumber hired by Ms*** had to remove the toilet in order to clear the stoppage
Please refer to page of the Plan under the covered section of the Plumbing Coverage that states:
Drain line Stoppages which can be cleared through an accessible, existing ground level cleanout (main line) or removable p-trap (branch line) with sewer cable; including hydrojetting if stoppage is unable to be cleared with cable
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
Best regards,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ORP, sent a couple of plumbers to the house who reported back to them explaining the situation to themThey could ve just told me right from the beginning they the warranty did not cover that , instead they unprofessionally handled the situationThey told me to hire a outside contractor to do the job but they are refusing to reimburse meI have the audio recording of the plumber explaining to the orp personel why he had to pull the toilet to clear the blockage
Final Business Response /* (4000, 9, 2015/10/14) */
Dear Ms***,
Please extend our sincere apologies to Ms*** that the Service Providers dispatched did not recognize that it would require the removal of the toilet in order to complete the repair
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is very insulting that the plan consulting manager is saying that the dispatcher had no idea that it required the removal of the toilet for the repair to be completedORP had sent several contractors to my home who were unable to do the repair because their contract with ORP did not include them removing the toilet to fix the relief blockage which was related to them in my presence by phoneAt that point the dispatcher told me to get an outside contractor to fix the problem and they would reimburse meI was unable to find a contractor since it was a Sunday so I called them back and the dispatcher told me he found a plumber and he was on his way to my home, well that contractor never showed upI called orp again and this time the dispatcher was very rude to me and showed no empathy when I told her there was sewage backing up from my toilet and tub and that my house stinksI even explained to her that I ve a child with a breathing problem and I need this thing fixed as soon as possibleHer response was for me to get and outside contractor as indicated by the previous dispatcher and submitt my receipt for reimbursement and hang up on meThe next day the sent me a work order for three different plumbers and later cancelled all three stating those plumbers do not fix mainline stoppageIt was their dispatchers who told me to get an outside contractor so I really do not understand why they would not honor their promise

Complaint: ***I am rejecting this response because:
In response to the reply sent by *** *** at ORHP,
*** states that ORHP uses a network of providers to service plan holders such as myself and that at times circumstances occur that are unacceptable to ORHP and the plan holderMy circumstance is unacceptable due to ORHP and not the service provider that ended up at my house a total of three times so far (Major Appliance Service) and obviously after dealing with two other service providers prior to that as well
I had to escalate this to the point I asked for a manager after talking to several other people time after time at ORHP without obtaining any positive resultsI did speak to someone named *** whom I assume is the same Ms*** that **.*** mentions on his responseI spoke to *** at *** *** *** on March 30, for the last time and I am still waiting for her to do something meaningful to fix any of the issues of this complainFurthermore, *** should know right away that Ms*** is part of the problem as she has created total distrust from day one as she has failed to deliver anything substantial to fix any of the issues of this complaintTime doesn’t stop as my food continues to spoil, I continue to go out to eat and I continue to spend more money that by the time this entire ordeal ends I probably would have spent enough money to buy myself a new refrigerator as this has been going on for over months now
Ms*** should not be assigned to deal with complex issues as she has done everything she has been able to in order to delay any positive conclusion to this work orderI have several voice mails she has left me on which she constantly tells me different stories about what she has “found” out from Major Appliance Service, which in the end offer nothing new as this problem keeps going and I as the consumer continues to waste money as my refrigerator has not been fixed
The actions of ORHP are beyond unacceptable as the company is supposed to help the customers, the same ones that pay a premium for their servicesI have not gotten any freebies from ORHP, if anything having a contract with them has proven to be costlier to me as I have had to spend so much out of pocket costs by now without any resolution to a problem they should have fixed within the first month at least
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:Ldeak was not there when the plan was acquired,I will seek legal advice and see what my options are
Thank youSincerely,*** *** ***