Franks Television

Initial Business Response /* (1000, 5, 2015/09/29) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Mr. [redacted], has spoken with Ms. [redacted], and will follow up to ensure that her service request is resolved in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the denial of coverage for the well pump chlorination system and payment of the Trade Call Fee (TCF); on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. Poe’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 Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the individual involved, ensuring she understands the result of her actions and comments.
 
According to the file, my associate, Mr. [redacted], has spoken with Ms. [redacted] and has agreed to review the file. Once his review is completed, Mr. [redacted] will contact Ms. [redacted] to discuss her request to waive the TCF. If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at [redacted]. 
 
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

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

[redacted]
Revdex.com
 
 
Re: Plan [redacted]
 
 
Dear [redacted],
 
Regarding the service request for the tankless water heater; I have reviewed the file that indicates the Service Provider diagnosed the circuit board for the tankless water heater failed as the...

result of an electrical strain on the component as the result of a lack of capacity of the existing equipment. In other words, the tankless water heater is undersized for the home. 
 
Please refer to page 8 of the Plan that states:
 
“1. GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
 
A. System or appliance repairs, replacements or upgrades required as a result of:
 
           2. A malfunction due to lack of capacity of the existing system or appliance”
 
Please extend our apologies to [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While 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 [redacted] has any additional information she believes should be considered, please advise her to provide it me for review, and email it to me at [redacted]
 
 
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/17) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although 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 and confirmed that the air conditioner was repaired on July 14, 2015, and is operating as designed.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Ms. [redacted]'s request to waive the Trade Call Fee, and a refund check will be mailed to her within the next ten business days.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because:
I'm sincerely getting tired of this. Wile the invoice may be difficlut to read, I can make out under the "Diagnosis/Recommendation" section, the statement, "Replace homeowner prv"  that "WSR107 Locate and replace Pressure Regulating valve.  And it lists the standard  price as $786.51.  Under the section labeled "Invoice"  is again the code/ statement "WSR107 Locate and Replace Pressure Valve <illegible>" with a cost of $786.51.  Below that is a code/statement  "SDB122  Screen problem" which is listed as Free since we accepted his repair bill with a total cost to my household of $786.51. 
I'm not some kind of mysterious code breaker, I can read and I've NEVER found it necessary to leave any messages with ARS.  I simply called over and the manager there told me the only information the can provide is the same invoice I received.  I keep getting told by Old Republican Home protection they're leaving messages again and again and getting no response.  Something's obviously not right here and I'm not going to say it's the people that actually, and this time around competently, fixed the water pressure problem with my house.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/20) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
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. [redacted]'s letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
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 reviewed the file that indicates ORHP agreed to waive the Trade Call Fee. Please advise Ms. [redacted] I have processed the waiver, and if she has any additional questions, to please contact me at XXX-XXX-XXXX Ext. [redacted]
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the response from Old Republic Home Protection. However, I want to be ensured that ORHP will follow through with contacting the collection agency that has been sending me the notices for payment. My concern is that ORHP will process the waiver, but the collection agency will continue to seek payment. Thank you.

Initial Business Response /* (1000, 5, 2015/09/10) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although 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, ORHP has agreed to refund the Trade Call Fee, and a check will be mailed to Ms. [redacted] within the next ten business days.
According to the file, my associate, Mr. Balagtas, is following to ensure the service request is resolved in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. Balagtas at XXX-XXX-XXXX Ext. [redacted] for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/20) */
Ms. [redacted]
Revdex.com
Re: Plan [redacted]
Dear Ms. [redacted],
Regarding the service request for the clothes washer; I have reviewed the file and the following is a brief summary.
01/16/16 Service request: clothes washer is making an...

unusual noise
Dispatched: [redacted]01/17/16 The Plan Holder called Old Republic Home Protection (ORHP) and advised that she has not received a call from the [redacted] to schedule an appointment. ORHP called [redacted] and they advised us that they can provide service the following day.
The Plan Holder was advised of the appointment by the Call Center Supervisor, Ms. [redacted], however, the Plan Holder declined the appointment and requested to cancel the service request and her Plan. Ms. [redacted] transferred the Plan Holder to the Plan cancellation recording that provides the Plan Holder the steps to take to request cancellation.
ORHP values Ms. [redacted] as a customer, and we hope that she would realize the value of the Plan and the many benefits it provides. If Ms. [redacted] still wishes to cancel her Plan, please advise her to mail a written request to the address below, fax the request to [redacted], or email the request to [email protected], and the Plan will be cancelled in accordance with the terms and conditions of the Plan.
Old Republic Home Protection
[redacted]
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The provider advised that someone was suppose to contact me the following, which no on has. The rep advised that they had contacted the services tech and no one has called me for over 72 hours on my washer.
Final Business Response /* (4000, 23, 2016/02/03) */
Ms. [redacted],
Upon further review of the file and the circumstances that occurred, Old Republic Home Protection has waived the $100 Trade Call Fee, and will reimburse Ms. [redacted] the $85 cost to repair her clothes washer. She should receive the check within 20 days.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 25, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you!

Initial Business Response /* (1000, 5, 2015/09/21) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
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 Ms. [redacted]' letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although 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, Sears provided service for the clothes washer on September 18, 2015, and they have ordered the repair parts. My associate, Mr. [redacted] has spoken with Ms. [redacted], and will follow up to ensure the service request is completed in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Plan [redacted]  Dear Revdex.com, Regarding the service request for the air conditioner; I reviewed the file and on August 15, 2017, my associate Ms. [redacted] was assigned to review the file. According to the file, Ms. [redacted] concluded that the technician from Crump AC had informed us that...

replacing the air conditioner compressor was a viable repair. Based on their diagnosis, the compressor was replaced and the air conditioner was cooling as designed for the remainder of the Plan term.  Ms. [redacted] contacted Mr. [redacted] on August 16, 2017 and discussed the service request. If Mr.  Rodriguez has any further questions, please advise him to contact Ms. [redacted] at [redacted] Ext. [redacted] for assistance.  Sincerely,  [redacted]Plan Compliance ManagerOld Republic Home Protection

Complaint: [redacted]I am rejecting this response because:
after submitting the complaint the company called and said that they are unable to find anyone locally to fix the unit and would pay us $400.00. (mind you this is not a cheap range hood)  we told them that they were to fix or replace per the agreement. .  they said the unit was able to be fixed, they are just unable to find anyone to fix it , therefore they would be doing neither and the $400.00 was our only option.    Shortly after this the AC quit working, mind you the weather in phoenix is over 115.  They informed us that they wouldn't be able to get anyone out for several days and was unable to commit to how long it would be, just to have someone stop by, not necessarily fix. We couldn't wait so we had to take care of it ourselves.  I feel they should at least reimburse us for the cost if repairs if we have to pay for it our self. 
I am not understanding what the purpose of this home warranty is if they dont do anything .  They always recommend to buy these warranties as they are suppose to save you money and such ,.  I have rental properties and if I was to purchase for one of them it'd be a waste, as I have 48 hrs (by law)to fix the ac and some other life/safety items, they cant even commit to having anyone come out in 48 hrs, so to me they are just scamming people and this should be against the law. Sincerely,[redacted]

Plan [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the dishwasher, water leak, toilet, water filtration system, and the water heater; I have reviewed the file and the following is a brief summary.  ...


 
08/31/16          Plan effective 
 
10/28/17          Service request: the dishwasher door was not opening properly and the racks will not stay on the rail.
 
                        Dispatched: High Quality Inc.
 
11/03/17          Status: the technician reattached the dishwasher rack to the rail and found no malfunction to the dishwasher door. He advised us that he tested the equipment and the dishwasher was operating properly. 
 
12/05/17          Service request: water leak in the master bedroom
 
                        Dispatched: BDB Home Services LLC
 
12/06/17          Status: the Plumber advised Old Republic Home Protection (ORHP) that he diagnosed there was no pipe leak within the home, and that the water was originating from outside the foundation of the home.  In accordance with the Plan, coverage was denied.
 
Please refer to page 7 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:
 
A) Are installed for diagnosis and located within the interior of the main foundation of the home and garage (inside the load-bearing walls of the structure).”
 
01/04/18         Service request: the water filtration system was not operating properly, and the guest bathroom toilet was malfunctioning.
 
                       Dispatched: Loyalty Home Services LLC
 
01/10/18         Status: the plumber diagnosed the four stage water filtration system membrane had failed, and the water filtration system had to be replaced. ORHP authorized the replacement in accordance with terms of the Plan, and the water filtration system was replaced with comparable equipment.
 
                       The plumber also diagnosed that the downstairs toilet flapper and fill valve had failed and had to be replaced. ORHP authorized replacement of the components and the plumber confirmed that the toilet was operating as designed once the repair was completed.
 
04/07/18          Service request: water heater was leaking from the tank
 
                        Dispatched: Lawson Family Plumbing
 
04/10/18          Status: the plumber diagnosed that the water heater was leaking and had to be replaced. He also mentioned that the water heater was approximately a year old and still under the manufacturer’s warranty. In accordance with the Plan, coverage was denied.
 
Please refer to page 8 of the Plan that states:
 
“1. GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
F. Any costs related to servicing systems, appliances or components covered, in
whole or in part, by an existing manufacturer/ distributor/ or other warranty.”
 
Please extend our sincere apologies that the terms and conditions of the Plan do not provide coverage in this situation. 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.
 
If **. [redacted] has any additional information he believes should be considered, please advise him to forward it to me at the address below. If **. [redacted] would like to discuss the service he has received, please advise him to contact me at ###-###-#### Ext. [redacted].
 
Old Republic Home Protection
[redacted]
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/09/02) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the range, microwave oven, and clothes washer; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere...

apologies for the circumstances outlined in Mr. [redacted]' letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mr. [redacted] 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.
According to the file, on August 31, 2015, Mr. [redacted] spoke with my associate, Ms. [redacted], and obtained the address to submit the repair invoices for reimbursement. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/17) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the replacement of the air conditioner; I have reviewed the file and the following is a brief summary.
09/26/14 Plan becomes effective...

for the Plan Holder
09/30/14 The Plan Holder called Old Republic Home Protection (ORHP) and advised us that his air conditioner has not been cooling properly since he moved in to the home, and it was not cooling properly during his walk through of the home prior to the effective of the Plan. Mr. [redacted] was denied coverage based on the terms and conditions of the Plan.
08/12/15 ORHP received an email from Mr. [redacted] requesting reimbursement of his 2.5 ton heat pump package unit. Mr. [redacted] was contacted by ORHP and advised since his air conditioner was not in good operating condition on the effective date of the Plan, that his request for reimbursement was denied. In addition, the Plan does not provide coverage for reimbursements.
Please refer to page 7 of the Plan that states:
"We [redacted] provide service for covered systems or appliances which malfunction, and are reported,
during the term of the Plan that:
B) Were correctly installed and working properly on the effective date of the Plan, and
C) Have become inoperable due to normal wear and use, rust, corrosion, and chemical or
sediment build-up after the effective date of coverage. Pre-existing conditions are not
covered.
We require you to contact us so we [redacted] have the opportunity to select a Service Provider.
We [redacted] not reimburse you for services performed without our prior authorization."
Please extend our sincere apologies to Mr. [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. 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.
If Mr. [redacted] has any questions or the need to place a service request during his Plan term, please advise him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In short, these are the main points on this "air conditioner replacement topic", which are expanded upon further below:
1. ORHP promises to warranty/replace aging appliances in both their advertising and renewal letters. However, there is a preponderance of evidence at Revdex.com and other customer review websites, documenting that ORHP is slow to fix or replace critical warrantied items, thereby forcing many Plan owners to act/resolve the critical problems more quickly.
2. The Plan Owner's air conditioner was operating satisfactorily prior to the ORHP Plan effective date, and for over 9 months thereafter. There are multiple witnesses and supporting documentation. (ORHP does not have an evidence based argument for saying the air conditioner was not "not in good operating condition on the effective date of the Plan".)
3. The air conditioner needed replacement after 9 months into the Plan.
4. The Plan Owner replaced the air conditioner at a minimal cost level, for which he is asking reimbursement.
5. ORHP is directly contradicting their claims of providing replacement warranty service for a purchasing homeowner's appliances (preexisting, aging appliances).
Regarding the ORHP response of 8/17/15:
9/30/14 ORHP has misrepresented the conversation that took place between OHRP and the Plan Owner.
Here is the Plan Owner's summary:
Prior to the Plan and purchase of the home, the air conditioning was operating satisfactorily during all walkthroughs and visits by the two closing realtors, the previous homeowner, and the new homeowner. In addition, the air conditioner was also operating for the housecleaning crew prior to closing. There are multiple witnesses (at least 6) to the air conditioner working prior to the Plan effective date. Also, the home's closing documents do not report any disclosures about anomalies with the air conditioner. Also, the Plan Holder received information from the seller's realtor that the previous owner had periodic maintenance checkups performed on his air conditioner.
On 9/30/14, the Plan Holder called to advise ORHP that he had moved into his new home and wanted to ensure that the air conditioner was serviced properly since his daily electric consumption was more than he had anticipated, and the Plan Holder wanted to know if ORHP covers the visit. ORHP said a technician visit would cost $100 minimum. The Plan Holder declined to go pay ORHP $100 for a checkup.
ORHP does not have an evidence based argument for saying the air conditioner was not "not in good operating condition on the effective date of the Plan". There are multiple witnesses to the air conditioner working prior to the Plan. In addition, the air conditioner was working for over 9 months (Sept 2014 - July 2015) during the Plan, again with multiple witnesses who were in the home during those 9 months, and there are supporting electric bills.
Based on documentation in Revdex.com's records, and on other customer review sites, ORHP has had a history of slow repair/replacement services, which, when critical appliances are involved, becomes detrimental to the Plan Owner's living conditions.
In this specific case, it was not feasible to wait for many weeks or months for ORHP to replace the air conditioning during the Florida summer months (90-95 deg days). Taking action to quickly fix the issue was paramount.
ORHP should reimburse the cost of replacing the air conditioner.
The Plan Owner is confident that he obtained by far the lowest price replacement unit. (based on input from adjacent homeowners and competitive quotes)
The Plan Owner understands that if ORHP could have provided the replacement in a timely fashion, for less cost ($3265 for the home's second story rooftop air conditioning unit), the Plan Owner would be agreeable with that ORHP reimbursing that dollar figure.
Please note that in ORHP's response, they did not address that the original point that was raised about ORHP's recent renewal notice, reiterating again to the Plan Owner that ORHP replaces aging appliances.
ORHP states that they provide replacement coverage for all Plan Owner existing appliances including air conditioner. ORHP states that they provide repair or replacement coverage for existing appliance failures including air conditioner, as the home ages, for a renewal fee of $550. The ORHP renewal letter's statements and terms, directly support the Plan Owner's request for ORHP to fund the air conditioner reimbursement.
MIDDLE GROUND:
If ORHP can show that they could have provided a less expensive replacement service for the home's second story rooftop unit, the Plan Owner would be agreeable with that dollar figure reimbursement.
Final Business Response /* (4000, 15, 2015/09/03) */
Dear Ms. [redacted],
Regarding Mr. [redacted]'s request for reimbursement for repairs that were not authorized by Old Republic Home Protection (ORHP); according to the file, Mr. [redacted] advised ORHP on September 30, 2014, that during his walk through of the home prior to the effective date of the Plan on September 26, 2014, that the air conditioner was not cooling properly, and "hasn't cooled properly since he's lived in the home". According to the Plan, pre-existing conditions are not covered, and Mr. [redacted] was denied coverage. In addition, if this was not a pre-existing condition, the Plan does not provide reimbursement without prior authorization. Please refer Mr. [redacted] to page 7 of the Plan that states:
"We [redacted] provide service for covered systems or appliances which malfunction, and are reported,
during the term of the Plan that:
B) Were correctly installed and working properly on the effective date of the Plan, and
C) Have become inoperable due to normal wear and use, rust, corrosion, and chemical or
sediment build-up after the effective date of coverage. Pre-existing conditions are not
covered.
For Service: Place service requests online at www.orhp.com
or call us at X-XXX-XXX-XXXX
We accept service requests 24 hours a day, 365 days a year.
We require you to contact us so we [redacted] have the opportunity to select a Service Provider.
We [redacted] not reimburse you for services performed without our prior authorization."
With regard to his statement that our "advertising and renewal letters promise unconditional warranty replacements" is simply not true. Plan coverage is applied in accordance with the terms and conditions of the Plan, and is based on the diagnosis by an Independent Network Service Provider dispatched by ORHP.
As for the contact information for our registered agent in Florida; please provide Mr. [redacted] the following:
Corporation Service Company
[redacted] St
[redacted] XXXXX
If Mr. [redacted] has any questions, please advise him to contact me at XXX-XXX-XXXX Ext. [redacted]
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 17, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We thank Mr. [redacted] for his responses and the information on his registered agent.
However, in light of not making progress towards a mutually satisfactory agreement, we can end this Revdex.com complaint thread at this point.

Complaint: [redacted]I am rejecting this response because:
Old Republic (ORHP) breached its obligations under the Policy/Plan.  Furthermore, we feel that ORHP has been significantly negligent and has breached its fiduciary responsibility that it has to its policyholders.  Also, it is our opinion that over the past 4 months, ORHP has actively exhibited deceptive business practices.  Specifically:
 
November 2015
 
Purchased our Condo in Fountain Hills along with the Old Republic Policy as recommended by our Realtor.  It should be noted that during the winter months in Arizona one does not use the AC much.
 
May 14, 2016
 
AC not working.  ORHP dispatched “Vendor 1”.
 
[redacted] was the Technician.  After analysis he indicated the Compressor was only running intermittently.  He indicated that the entire system was shot and needed to be replaced .. but that ORHP would only approve a starter assist kit.  He indicated that ORHP would never replace a system.  The starter assist kit was installed and the system worked acceptably.
 
June 10, 2016            
 
AC not working.  ORHP dispatched Vendor 1 again …
 
[redacted] was again the Technician.  After analysis he indicated that the Compressor blew a fuse when it tried to start.  He replaced the fuse and the system worked acceptably albeit we noted that the unit would not maintain a consistent temperature in the Condo.  Fluctuations could be 10 to 15 degrees on warm days.  [redacted] had to take off the “shrowd” from the unit to replace the fuse.
 
July 1, 2016
 
AC not working.  ORHP indicated that due to the upcoming Holiday that no service would be available until July 5 at the earliest.  It should be noted that ORHP was notified that my wife had just returned from 9 days at the hospital.  ORHP made no efforts to rectify the situation.
 
After ORHP’s refusal to provide service to a sick woman in 120 degree Arizona weather … We had a Certified Technician from another vendor replace the fan motor to get through the Holiday Weekend.
 
July 5, 2016
 
ORHP dispatched Vendor 2.
 
Technician noted that the ambient temperature in the Condo was 88 degrees and the outside temperature was 111 degrees.  The system was operating.  ORHP would not authorize any repairs.
 
ORHP invoiced the [redacted]’s $ 65.00 for the service call.
 
July 19, 2016
 
The situation had not changed and the ambient temperature in the Condo would approach 90 degrees on any given day depending on the outside temperature which was well in the triple digits the entire month.  We called ORHP and relayed the dilemma.  ORHP indicated nothing could be done because the system was “running”.
 
July 24, 2016
 
Ambient Temperature in Condo was 92 degrees.  We called ORHP and demanded service.  ORHP again assigned Vendor 1 to repair the system.
 
Vendor 1 was a no-show. 
 
July 25, 2016
 
Ambient Temperature in Condo was 89 degrees.  We called ORHP and informed them that Vendor 1 had not handling the call.  ORHP dispatched Vendor 2.
 
The Technician was named [redacted].  He diagnosed the system as “dead”.  The Compressor would run for a short period then shut off .. then turn back on again.  This is what [redacted] said was causing the somewhat lower temperature in the condo when compared to the outside temp.
 
The system needed to be replaced.
 
July 26, 2016
 
ORHP called and indicated that they would be replacing the system.  Vendor 2 would be the provider assigned.
 
Vendor 2 declined to do the work citing they would not do system replacements for ORHP.  When asked why .. they indicated that the fee for installation paid by ORHP was inadequate.
 
In a later conversation .. ORHP said that Vendor 2 would not do the install because the job required a crane and they (Vendor 2) did not have access to one.  This is the first evidence of deception and fabrications of note by ORHP.
 
ORHP then assigned Vendor 3 to do the work.  Vendor 3 declined the opportunity. 
 
July 27, 2016
 
At 3 am in the morning the [redacted]’s get multiple calls and texts from their neighbors in the downstairs condo.  Water was pouring into their unit from our AC system.
 
ORHP assigned Vendor 4 to do the work. 
 
[redacted], the Technician and the Owner of the Company arrives at the home.  G [redacted] describes the situation and indicates that [redacted] just needs to find out what needs to be ordered as ORHP has already approved a new system.
 
[redacted] indicated that the system needed to be replaced.  [redacted] indicates that ORHP would not replace the system.  He spent four hours and said the only thing the ORHP would do is replace the drip pan that was causing the flooding in the neighbor’s apartment. 
 
[redacted] indicated he would not do the work as he felt strongly the system needed to be replaced and that his company would be liable for problems caused by the system not being serviced as per his recommendation.
 
July 28, 2016
 
We patiently await ORHP to assign a new Technician.  Late morning the temperature in the condo exceeds 100 degrees.  It was time to evacuate the Condo.
 
We immediately got off work and checked into a local Hotel.  We then returned to the condo and packed up our pets and took them to a nearby Pet Care Facility. 
 
The AC was shut off to prevent further damage to the neighbor’s downstairs condo.
 
We then contacted ORHP.  Luckily we found a competent Customer Service Rep. She seemed honestly concerned with the situation.  She immediately began to look for someone to fix the system.  Among those she contacted were .. Vendor 1, Vendor 5, Vendor 6, and Vendor 7!
 
The frustrated Rep called us at the end of the day to inform us that she could not find anyone to service the AC.  She asked him if he knew of anyone that could do the work and she would authorize an “out of network” Technician to handle the call.
 
I recommended calling back Vendor 4.  They had originally wanted to do the work but ORHP had denied their request to fix the system properly.  We (the Rep and myself) reviewed the Vendor 1 report stating the compressor was dead.  We then reviewed the original Vendor 4 report and it stated the system needed to be replaced.
 
The Rep agreed to try to get Vendor 4 to do the work and in fact the next day they were assigned the job of replacing the system.
 
July 29, 2016
 
ORHP assigned Vendor 4 to do the work. 
 
[redacted] from Vendro 4 called and indicated that he would be replacing our system.  He was writing up the bill of materials to send to ORHP.  He would be in touch shortly.  ORHP had placed a priority on the call and he hoped to be able to perform the work the next Monday, August 1.
 
August 1, 2016
 
Having not heard from [redacted] at Vendor 4 .. I gave him a call first thing on Monday Morning.
 
The story had changed again.  He stated that ORHP was shipping him an air handler ONLY.
 
I called the Rep at ORHP .. she indicated that [redacted] had indicated that only the air handler needed to be replaced.  You could tell that she was not comfortable with the situation.  It was at this point she refused to provide the original report (that she had read to me the Friday before) that stated we needed a new system.  She also said I would need to pay [redacted] $ 605 to install the air handler.  She also said that the unit would not be available until the end of the week .. another 5 days in a hotel.
 
This is the 3rd instance of Deceptive Business Practices and coercion in my opinion.
 
I called [redacted] and inquired on the cost of a new system and the cost to put in a compressor that would match the air handler that ORHP had purportedly shipped.  At this point I did not believe anyone.
 
[redacted] indicated that he could readily get the equipment and would send over a hard copy quote asap.  I also requested that he send a copy of his original service report.  I wanted to make sure of all the facts before making a decision.  He said he would comply when he sent the quote.
 
August 3, 2016
 
Nothing from [redacted] or ORHP.  With hotel and pet bills mounting .. we elected to get a quote from Vendor 2 to replace the system. 
 
August 5, 2016
 
[redacted] and ORHP both call .. the air handler is in and will be installed Sunday or Monday.
 
I ask [redacted] where the quote for the new equipment was as well as the copy of the original service report.  He said he would send it over right away.
 
August 6, 2016
 
[redacted] sends the new equipment quote as well as the latest service report.  I called him and asked when I would get the original report.  He asked why I needed it.
 
August 7, 2016
 
I get notified that Vendor 4 had backed out of replacing the system.
 
ORHP assigned Vendor 8 to do the work. 
 
August 8, 2016
 
After 3 months of trying to get ORHP to fix the AC .. and with mounting Hotel and Petcare expenses .. we had Vendor 2 install the new system.  It was completed on August 8 and the family was able to come home.
 
August 10, 2016
 
G [redacted] contacts ORHP to inform him of monies due.
 
ORHP would not admit fault and in fact would reimburse us only 25% of the hard costs incurred.
Sincerely,Gary [redacted]

Initial Business Response /* (1000, 5, 2015/05/22) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding payment of the Trade Call Fee; please refer Ms. [redacted] to page 7 of the Plan titled When You Need Us that states:
"You are responsible to pay a TRADE (SERVICE) CALL FEE...

(TCF) when the Service Provider
arrives at your home. The 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 30 days. The TCF is due whether service is covered or denied. Essentially, when we incur a cost of service, you are responsible for a TCF."
If Ms. [redacted] has any questions, please advise her to contact us at XXX-XXX+[redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes. There is TCF. But, I want TCF to be waved.
Because I can get FREE diagnosis and estimation by CA licensees, it is wasting my money to pay for diagnosis and estimation for service man sent by orhp.
Final Business Response /* (4000, 9, 2015/05/29) */
Dear Ms. [redacted],
Please advise Ms. [redacted] as stated in my previous response; when she places a request for service and an Independent Network Service Provider responds to her home, there will be a Trade Call Fee due in accordance with the terms and conditions of the Plan.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Following is my proposed solution.
I pay the $60 service fee. Orhp authorized the technicians who did free inspections on issues to do the repair without delay.
This solution is fair for technicians who offers free inspection and prevents me from wasting $60 service fee blindly without experts evaluation.
On the other hand, Orhp can go with it's protocol.

RE:      Plan # [redacted]
 
Dear Ms. [redacted],
 
Below is a response sent to Mr. [redacted] in August 2016 regarding his request for additional reimbursement, and we stand by the contents of our response and the coverage provided.
 
Dear Mr. [redacted],...


 
Regarding the service request for your air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please accept our sincere apologies for the circumstances outlined in your letter.
 
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although 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 Four Seasons advised ORHP that he diagnosed the compressor located inside the condenser was not pumping correctly, and he recommended replacing the condenser and air handler. However, we were advised by the technician that they were unable to complete the replacement, and they requested the service request transferred to another Service Provider.
 
The service request was transferred to Universal HVAC, and on July 29, 2016, their technician diagnosed that the air handler evaporative coil was extremely dirty, and he was unable to properly diagnose the remainder of the equipment until the air handler was replaced. He also advised us that reason the compressor was not pumping correctly could have been the result of the dirty air handler. He advised us that once the air handler was replaced, he could properly diagnose the remainder of the equipment (i.e. the compressor and condenser) to determine if further repairs were needed. 
 
ORHP authorized the replacement of the air handler, the equipment was ordered, and we were advised that the replacement was scheduled for Sunday, August 7, 2016. If, after the air handler was installed, the condenser was still not operating properly and had failed from normal wear, ORHP would have authorized replacement.
 
On August 7, 2016, the technician, [redacted] from Universal HVAC, contacted ORHP and advised us that based on communication he received from the Plan Holder, he would no longer complete the replacement, and requested the service request be transferred to another Service Provider. The service request was transferred to Papworth HVAC on August 7, 2016.
 
On August 8, 2016, Papworth HVAC advised us that when they contacted you to schedule an appointment, they were advised their service was no longer needed.
 
As we discussed on August 12, 2016, it is possible the only equipment that required replacing was the air handler, and that the malfunction of the condenser compressor could be contributed to the failure of the air handler.
 
Decisions regarding coverage, and whether to repair or replace a covered system or appliance, is determined based on the diagnosis by the Independent Network Service Provider. ORHP will not authorize the repair of a system or appliance if the Independent Network Service Provider advises us that it cannot be repaired.
 
With regard to your request for reimbursement for hotel and pet costs; please refer to page 8 of the Plan that states:
 
“4. GENERAL EXCLUSIONS:
 
E. We 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, which may be caused by conditions beyond
     our control, such as, but not limited to, parts on order, labor difficulties, or weather.”
 
That said, [redacted] at Universal HVAC believed that the only equipment that required replacement at this time was the air handler (without further diagnosis of the condenser once the air handler was installed). Based on his diagnosis, it appears the condenser may not have required replacement as was diagnosed by Four Seasons. 
 
Since you advised us you hired Four Seasons on a retail basis to replace your air conditioner system, ORHP will provide you a settlement for the replacement of the air handler, in accordance with the terms of the Plan. In addition, and as a gesture of goodwill, ORHP will also provide you what our cost would have been to replace the condenser, if it would have been determined by Universal HVAC that it had to be replaced. A check for $2,443.31, which represents our cost to replace your air handler and condenser, has been processed. 
 
Please refer to page 7 of the Plan that states:
 
“We reserve the right to provide CASH IN LIEU of repair or replacement in the amount of
our actual cost. Payment will be provided based on our negotiated rates with our Service
Provider and/or Supplier network, which may be less than retail. We are not responsible
for work performed once you accept cash in lieu of service. To ensure continued coverage
of the system or appliance for which we provide a cash in lieu settlement, either during
the current or future term of coverage between you and us, you must provide proof of
repair or replacement that meets our reasonable satisfaction. You may send proof to
[redacted].”
 
 
You should receive the check within 20 days.
 
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

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

Dear Revdex.com,
 
In order for me to research the allegations made by [redacted] I require some information to assist me locating his file. Please ask [redacted] to provide me his Plan number and/or the phone number he was called on so I can locate his file.
 
Thank you in advance for the...

assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection