Franks Television

Initial Business Response /* (1000, 5, 2015/09/01) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the non-covered costs to install the new air conditioner condenser; I reviewed the file and confirmed there were costs necessary to install the new condenser that were
not covered by the Plan
Please extend our sincere apologies to Mr*** that the terms and conditions of the Plan did not provide coverage for all of the costs necessary to install the new condenserWhile 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
According to the file, on August 29, 2015, Mr*** spoke with my associate, Ms***, and agreed to accept $1,as cash settlement in lieu of the repairA check for $1,has been processed and will be mailed to Mr*** within the next ten business days
If Mr*** has any questions, please advise him to contact Ms*** at XXX-XXX-XXXX Ext***, for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

*** ***
Revdex.com
RE: Plan # ***
Dear *** ***,
Regarding the service request for the refrigerator, and the delay obtaining repair parts; 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 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
I have spoken with *** ***, and he agreed to accept a settlement of $1,in lieu of the repair of his refrigeratorI have processed the check, and he should receive it within days
If *** *** has any questions, please advise him to contact me 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

Plan ***
Dear Revdex.com,
Regarding the service request for the dishwasher and *** *** belief it was misdiagnosed by the network Service Provider dispatched by Old Republic Home Protection (ORHP); I reviewed the file that indicates on March 30, 2017, the Service Provider
diagnosed that the dishwasher motor had an accumulation of food debris inside the motor and that it did not fail from wearBased on terms of the Plan, coverage was denied
Please refer to page of the Plan that states:
“We will provide service for covered systems or appliances that malfunction, and are
reported, during the term of the Plan that:
C) Have become inoperable due to wear and use … “
Although coverage was denied, on April 5, 2017, ORHP agreed, as a gesture of goodwill, to provide *** *** a settlement of $toward the repair*** *** accepted the settlement and the check was mailed to *** *** on April 12,
*** *** has indicated in his letter to the Revdex.com that when he had the dishwasher motor replaced, that his technician determined there was another malfunction to the dishwasher besides the motorPlease advise *** *** to provide me the written diagnosis from his Out-Of-Network Contractor and email it to me at ***, or mail it to me at the address below, for my review
Old Republic Home Protection
*** *** *** *** *** ** ***
Attn: *** ***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Complaint: ***
I am rejecting this response because: I called back to schedule an appointment and *** has yet to return my callsIn addition I was hung up on before I even agreed to accept the payment of $They need to make an offer that is closer to $which is what it will cost to replace the dishwasher. I never refused service I just asked that a different company service my house after *** *** failed to show up on separate times over the course of two weeksIn addition, due to the fact that the same parts are being ordered, it is unlikely that the parts they are offering to pay for will fix the dishwasherIf *** *** were to actually come to my house as scheduled they would see that ordering the same parts as ** *** is unlikely to solve the problemI know they are the same parts because I was told this by *** *** when they were at my house, they said "the only reason it wouldnt work is if generic parts were used," Ironic because ** *** informed me that they ordered parts directly from the manufacturer in New Zealand. Any part added to the order have nothing to do with the main problem which is the control panel the other parts ordered have to do with heating the water.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I got in contact today with the representative listed, and she told me all they can do for us is give us a check in the amount of the cost it would be to install new wiringThe wiring is NOT the only issue, in order to even POSSIBLY fix the unitThere are problems with the unitEven if the wiring was replaced, the control board is bad that the wires connect intoThe pump is also badAnd the *** of the unit is estimated to be at least years old-stated from the technicianThe wiring would be able to be done, hypothetically, but then the unit would still not work, and the other parts for it would not be able to be ordered because the parts are not manufactured anymore since Freus is out of businessWe want them to replace the unit that has stopped working from ***It is about years oldOld Republic can't even get a quote from anyone because 99% of companies don't work on Freus units, and the ones we found who do-both of which have come out to inspect the unit-have all said that they will not work on this unit because it needs to just be replacedI have no problem exhausting every option and resource I can find in order to have Old Republic do what is right and replace the unit for usI have already filed a complaint with Revdex.com, the Nevada Division of Insurance, and have been in phone contact with the local news station and they are also doing an investigationI will also be contacting the Nevada State Contractors BoardIf none of these routes solve our issue and get Old Republic to replace our unit, I will then contact my attorneyMy family of (including a yr old, yr old and yr old) deserve better, and we deserve heat and AC when necessary! We had to go through part of the winter with no heat when it got to 20-degrees and my kids and my husband and I all ended up sick because of itNow in the summers we need AC because of 100-115+ degree heat
Sincerely,
*** ***

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the oven door; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr***’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
The file indicates that my associate, MsHighsmith, has spoken with Mr*** and has dispatched a different Service Provider to diagnose the failure of the oven door and provide us a second opinionMs*** 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 *** *** ***.
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

Still waiting on my refundI was told that they were waiting on a billing to come from *** ***I reached out to them even and haven't heard backI need this escalatedIf you partner with a company, you should be able to get what you need other than just making an appointment

Initial Business Response /* (1000, 5, 2015/10/29) */
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the water heater; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr
***'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
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
I have spoken with Mrs***, and she has agreed to provide me a copy of the invoice for the replacement of the water heater, and ORHP will reimburse the covered costsIn addition, due to the circumstances that occurred, the Trade Call Fee will be waived
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

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

Initial Business Response /* (1000, 5, 2015/09/04) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the amount provided as cash settlement for two ceiling fans, and the request to waive the Trade Call Fee (TCF); I have reviewed the file and the technician from Midsouth
Electric diagnosed that two ceiling fans in the home were not repairable and had to be replacedIn lieu of replacing the ceiling fans in accordance with the terms of coverage, Ms*** requested a cash settlementThe cash settlement represents our cost to replace two ceiling fansAccording to the file, the cash settlement of $has been processed and will be mailed within the next ten business days
With regard to the request to waive the TCF; the TCF is due for each dispatched service request
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 *** be less than retail
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.)."
If Ms*** has any questions, please advise her to contact me at XXX-XXX-XXXX Ext
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that there is $trade call fee as I am not illiterateI read that from the policy documentationMy request was to be refunded for the $trade fee due to the fact that their representative *** *** calling me and leaving a voicemail ( which I have recorded & saved for legal purposes), saying that he made a mistake he was changing the trade call fee to $& that I would now receive $That process in which he had this mysterious finding & incorrectly relayed info to me has caused me to incur an asthma exacerbation As I stated before it's extremely stuffy in here without those fansI was due to receive payout this week & now I have no fans & have suffered an unnecessary medical exacerbationI am requesting refund of trade fee of $Again I would like refund of $due to misinformation from Seam *** from your company
Final Business Response /* (4000, 18, 2015/09/18) */
Dear Ms***,
Regarding the cash settlement for the ceiling fans; according to the file, the total cost of the repair, including the diagnostic fee from the electrician, was $340, and in accordance with the Plan, the Plan Holder is responsible to pay a $Trade Call Fee (TCF)
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."
Had Ms*** agreed to allow the fans to be installed, she would have been responsible to pay the $TCFHowever, Ms*** requested a cash settlement, so the electrician billed Old Republic Home Protection $for the diagnosis of the fans, and since the diagnosis fee is part of the overall costs to complete the repair, Ms*** should have been mailed a check for $Due to a clerical error, only $was deducted from the total cost of the repair, and she was mailed $280; we are not requesting she mail us the overage paid
Since Ms*** did not pay the $TCF at the time of service, as is required in accordance with the Plan, she would have been invoiced for the TCFHowever, ORHP honored Ms***'s request as a gesture of goodwill, to waive the $TCFMs***'s Plan file has been updated and the $TCF has been waived
Please extend our sincere apologies for any misunderstanding that *** have taken place as the result of this service request
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 22, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The clerical error has absolutely nothing to do with the issue hereThe issue is that the fee was to be waived resulting in me receiving the $for each fanTotaling $due to meWhat Mr*** did in this instance was he states that he waived the $fee but charged me for something else ( which equalled the $60) so that he could give me his original pay out quote of $(which is $-60) only a blind person couldn't see thatHe claimed removal/waiving of the fee to appease me & Revdex.com, but continued to find a way to payout only the $That's not how you do businessYou don't waive a fee or remove a fee for your companies fault ones or your words "clerical error" then pack another fee on that was not initially in the paper work at all to satisfy your greed and get over on customersThe company still right full owes me $If you said the payout was for two fans $170!each & the fee is waived I should've received $NOT you find a mysterious fee of the same value as my complaint to avoid remitting payment

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the spa plumbing, and Mr***’s request to waive 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***’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
According to the file, the technician from Aqua Brite Pool diagnosed that the damage to the spa plumbing was not the result of wearAs a result, coverage was denied in accordance with the terms of coverage
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 that 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 Mr*** 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
*** *** *** *** *** ** ***
Attn: *** ***
Best regards,
*** ***
Plan Compliance Manager
Old Republic Home Protection

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 Mr*** 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 Ms***, was assigned to review the file and assist Mr***If Mr*** has any questions, please advise him to contact Ms*** at *** Ext***
In addition, as a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to waive the Trade Call Fee
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 Business Response /* (1000, 5, 2015/07/20) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the clothes washer; 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 and part suppliers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers and 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
Based on the information Mr*** 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 July 14, 2015, my associate, Ms***, spoke with Mr*** and will follow up to ensure his service request is resolved in a timely mannerIf 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/07/22) */
Still not here! Promised delivery on Monday but no washing machineNOW IT HAS BEEN WEEKS!
Final Business Response /* (4000, 9, 2015/07/23) */
Dear Ms***,
According to the file, my associate, Ms***, spoke with the Plan Holder, Ms***, on July 22nd and provided her the phone number of the delivery company to schedule the appointment for the delivery of the clothes washer
If Ms*** has any questions, please advise her to contact Ms*** at XXX-XXX-XXXX extfor assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact that it took weeks to get a replacement washer is not acceptableThe only unit was not taken away as promised however I was told that I could schedule that out of pocket and submit the invoice for reimbursementNot taking that chance when in my notes it was promised to be hauled away for free
There has been no compensation for the numerous phone calls and time I have wasted trying to get an answer from this companyReturn call backs promised that never happened over and overI'd like a refund for my wasted time and babysitting of this matter

Dear Revdex.com,
Please advise *** *** that the check for $1,was mailed to him on April 20, If he does not receive it within ten days, please instruct him to contact our Accounting Department at *** for assistance
Sincerely,
*** ***
Plan Compliance Manager

Dear Revdex.com,
According to the file, my associate, *** *** left *** *** a message on August 19, at 9:am, and has not heard from himPlease advise *** *** to contact *** *** at *** *** *** or her Supervisor, *** *** ** *** *** at his earliest convenience
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/05/29) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the request for a Plan fee refund and the air conditioner service request; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our
sincere apologies for the circumstances outlined in Mr***'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
With regard to a Plan fee refund; the Plan expired on *** 20, 2015, and therefore, a refund cannot be processed in accordance with the terms of cancellation
We apologize the terms and conditions of the Plan did not provide coverage for service requests placed by Mr***While 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
As for the most recent service request for the air conditioner; I have reviewed the file that indicates my associate, Ms***, spoke with Mr*** on *** 28, 2015, and is following up to resolve the service request
If 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated earlier, I would like to receive a full refund of my premiumYou do not have a single satisfied customers and you only target realtors that are obligated to provide insurance to home owners in return of all the kickbacks from Old Republic as you certainly do not pay any of your contractorsEven the contractors you pick have less than star ratingsYour business model is a consolidation of poorly rated contractors that cannot get jobs elsewhere and obligated realtors that need a home warranty on paperCustomers are just part of that transaction, you don't have a single positive customer reviewAccording to humanity's policy on ethics and fairness, you are in violation on multiple counts by your fraudulent model of insurance scams
Final Business Response /* (4000, 9, 2015/06/02) */
Ms***,
Regarding Mr***'s request for a full refund of his Plan; Mr***'s Plan expired on *** 20, 2015, and service was rendered in accordance with the terms and conditions of the Plan during his Plan termPlease extend our apologies that service requests were denied based on the terms and conditions of coverage
Since Mr***'s Plan has expired, we are unable to honor his request to cancel his Plan or provide a refund
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Complaint: ***I am rejecting this response because: The claims of the representitive which responded are falseOld Republic home protection has failed to adhere to the fair claims and practices act by not notifying me if the completion of services would exede days and every days afterThe only notice I received was dated 12/28/This notice was to notify me that there were non covered portions of the repairThere is no mention of what those non covered services are or how much they costIn the meantime my Real estate agent found out the cost and the itemization by calling the sales department and demanding to know the costBelow is a detailed accounting of this work order, starting on July 27, and as of today 01/12/no work has even been schedualed with usIn the meantime with temperatures in the low thirties for the last month my electricity bill has more than trippled, in attempt to keep my young children warm at night and in the day by utilizing highly ineffectual space heating unitsI feel that this cost should be taken into consideration as an unnecessary expense which would not have accumulated had Old republic adhered to the Law in their handling of our warranty
*** *** *** *** *** *** *** *** *** *** ***Service history*** *** *** *** *** *** ***Date: July 27, 2016Service Request: Air Conditioning / forced air (electric)Trade Call Fee Amount: $65.00*** *** ** *** *** *** *** *** *** ***Provider informed us that the unit was no longer working but told the warranty company that it only needed cleaningCompany denied our claim(attach letter from company and service report). We spent a few months going back and forth with warranty company and trying to figure out if our unit was really broken or not(Who was second contractor to come out and when?)*** *** *** *** *** *** ***Date: November 3, 2016Service Request: Air Conditioning / Forced air (electric)Trade Call Fee Amount: $65.00*** *** *** *** *** *** *** *** *** ***Dear Plan Holder, Your service request has been transferred to a new Service Provider*** *** *** *** *** *** ***Date: November 3, 2016Service Request: Air Conditioning / Forced air (electric)*** *** *** *** *** *** *** *** ***Dear Plan Holder, Your service request has been transferred to a new Service Provider. *** *** *** *** *** *** ***Date: November 4, 2016Service Request: Air Conditioning / Forced air (electric)Trade Call Fee Amount: $65.00Dear Plan Holder, Thank you for placing your service request. According to our records, we were unable to provide immediate dispatch for your service requestHowever, please know that your service request is important to us, and we will be handling this service request through our Dispatch Unit as quickly as we can to ensure that you receive the service you expect and deserve. *** *** *** *** *** *** ***Date: November 4, 2016Service Request: Air Conditioning / Forced air (electric)Trade Call Fee Amount: $65.00*** *** *** *** *** *** *** *** ***Dear Plan Holder, Thank you for placing your service request. (I can't remember if they came or not)*** *** *** *** *** *** ***Date: November 14, 2016Service Request: Air Conditioning / Forced air (electric)*** *** *** *** *** *** *** *** *** ***Dear Plan Holder, Your service request has been transferred to a new Service Provider. This provider filed their report stating the unit needed replacement, but their company was not equipped to do it.*** *** *** *** *** *** ***Date: November 14, 2016Service Request: Air Conditioning / Forced air (electric)*** *** ** *** *** *** *** *** *** ***Dear Plan Holder, Your service request has been transferred to a new Service Provider. This provider was the first guy who had come back in JulyCame by twice this time to check the unit and make a reportAlso came unprepared without the necessary equipment, thus the two tripsRecommended replacement of unit, but couldn't do it, apparently lacked the manpower.(Missing info for one provider)This provider was professional and quick to schedule with us and file their initial reportWe were told their pricing was too high even though were never given a dollar amount or allowed to view their report.Plan*** *** *** *** *** ***Date: December 8, 2016Service Request: Heating / Package*** *** *** *** *** *** *** *** *** *** *** ***Dear Plan Holder, Your service request has been transferred to a new Service Provider. This provider rescheduled on us twice, forgot important equipment needed to perform job, failed to send us a copy of their report as requested twice, failed to follow up and schedule installation of unit after we approved the extra charges that we never even got a full explanation of. Sincerely,*** ***

Complaint: ***I am rejecting this response because:
While we welcome Old Republic sending part of what they owe us, we are vey disappointed that they still say that the rest of the line cleaning (up to the distribution box) and the addition of the riser will not be covered
This is how it workedOld Republic has no contractor in this area to do septic workSo they tell us to find their ownSo we didThey also send us information stating that all work must first be approved by Old RepublicSo we talked with Reddi and they told us what needed to be doneWe then contacted Old Republic, explained what needed to be done and we were told that all the cleaning of the lines (up to the distribution box) and the addition of the riser would be coveredThen, Old Republic contacted Reddi Industries and confirmed what work they would do and that it would be coveredThen, Reddi contacted us to let us know that Old Republic would give them the go ahead to do the work because it would be covered by Old RepublicWe then contacted Old Republic to let them know that we needed to let Reddi get startedDuring this conversation, Old Republic let us know that we had already had one septic pumpingWe explained that Reddi would be cleaning out the lines from the house up to the distribution boxTo do that, they would have to pump the tank again because it was fullThe person we talked to agreed that it was reasonable that the tank had to be emptied again to clean the lines and told us that it would also be covered along with the installation of the riserSo we felt confident, that because Old Republic told us, that all the work that Reddi did, up to and including the distribution box, would be coveredAs soon as we submitted the bill to Old Republic, as is their process, we were told that they would not honor their commitment to pay us because of the work done to the lateral lines, which we did not even ask them to take care of in the first placeThey record their phone callsThey know what they told us and what they told ReddiNow they need to honor their word and pay us the additional $that they owe us in addition to the $they said they are going to send us.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/08/07) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the stove; 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 Providers and individuals involved, ensuring they understand the result of their actions and comments
I have reviewed the file that indicates my associate, Mr***, has been assigned to follow up and ensure the service request is resolved in a timely mannerIf Ms*** has any questions, please advise him to contact Mr*** at XXX-XXX-XXXX extfor assistance
ORHP appreciates Ms*** 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

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 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. According to the file, my associate, Ms***, has been assigned to review the file and provide Ms*** assistance resolving her service requestIf Ms*** has any questions, please advise her to contact Ms*** at Extor her Supervisor Ms*** at Ext***. 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 ManagerOld Republic Home Protection