Franks Television

Ms. [redacted]Revdex.comRe: Plan [redacted]Dear Ms. [redacted],Regarding the service request for the dishwasher; I have reviewed the file that indicated on March 22, 2016, my associate, Ms. [redacted], spoke with Ms. [redacted], and she advised her that the dishwasher had not operated properly since the effective...

date of the Plan. Please refer to page 7 of the Plan that states:"We will provide service for covered systems or appliances which malfunction, and arereported, during the term of the Plan that:B) Were correctly installed and working properly on the effective date of the Plan, andC) Have become inoperable due to normal wear and use (including rust, corrosion, andchemical or sediment build-up), after the effective date of coverage. Pre-existingconditions are not covered."Please extend our apologies to Ms. [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 Ms. [redacted] has any additional information she believes should be considered, please advise her to provide it to me for review. Sincerely, [redacted]Plan Compliance ManagerOld Republic Home Protection

RE:      Plan # [redacted]
 
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 [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.
 
Based on the information [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
 
I reviewed the file and my associate [redacted], was assigned to provide assistance to [redacted] to resolve her service request. Please advise [redacted] if she has any questions, to please contact [redacted] at [redacted] or her Supervisor [redacted] at Ext. [redacted].
 
ORHP values [redacted] as our customer, and we appreciate her 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, 2016/01/12) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the range; 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 that indicates that Ms. [redacted] was advised on January 11, 2016 that we have dispatched Budget Appliance to confirm the malfunction of the range, and we have instructed them to contact ORHP with their diagnosis.
Once ORHP has their diagnosis, we will expedite the resolution of Ms. [redacted]'s service request.
According to the file, my associate, Mr. [redacted] is following up to ensure the 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.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The time it has taken for all of these issues and the subsequent inconvinence have not been addressed. Budget Appliance was at our house yesterday late afternoon and I just learned that they have still not filed a report with Old Republic and it is the end if the day. I would expect Old Republic to be adamant that they get that as quickly as possible and it doesn't seem like that has been the case.
Final Business Response /* (4000, 9, 2016/01/18) */
Dear Ms. [redacted],
According to the file, the technician from Budget Appliance submitted his diagnosis to ORHP on January 16, 2016, and we spoke with Mr. [redacted] the same day to discuss his options. My associate, Ms. [redacted] has been assigned to follow up to resolve the service request, and if Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 12, 2016/01/19) */
I just indicated on the website that the issue has not been resolved. Am I also supposed to include the middle ground offer on the website? I fear I messed up on that part because I didn't include it.
[redacted]

Initial Business Response /* (1000, 5, 2015/08/10) */
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.
Based on the information Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file that indicates the repair was completed on August 7, 2015, and the air conditioner was operating as designed. If Ms. [redacted] has any questions or a further need of service, please advise her to contact us at XXX-XXX-XXXX 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/18) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner, and the decision to repair and not replace the air conditioner; I have reviewed the file that indicated on June 28, 2015,...

the Independent Network Service Provider (INSP) diagnosed the compressor capacitor on the air conditioner had failed and required replacement. Based on the INSP's diagnosis, the repair was authorized, and the air conditioner was operating as designed.
According to the file, no further request for service to the air conditioner was received by Old Republic Home Protection (ORHP) prior to the expiration of the Plan on August 22, 2015.
Please refer to page 7 of the Plan that states:
"We have the sole right to determine whether a covered system, appliance or component will
be repaired or replaced."
Please extend our apologies to Mr. [redacted] if he believes the Plan did not provide the service he expected. 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.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not acceptable. The last services completed with ORHP was on 6/9/15 and 6/10/15. The description of the work performed was due to unit not cooling and leak was found on low port. The contractor was unable to remove valve stem. They installed tee fitting and charged unit. They also replaced burnt service disconnect. This was not the first time this problem occurred which occurred in the beginning of the warranty contract. It wasn't repaired right the first time and it will always be a problem unless replaced. How did they determine it was repairable when it's a reoccurring problem?
Final Business Response /* (4000, 9, 2015/12/01) */
Dear Ms. [redacted],
Regarding the repair of the air conditioner; please advise Ms. [redacted] that Old Republic Home Protection relies on the diagnosis and recommendation of the Independent Network Service Provider (INSP) to determine the cause of failure and if a system can be repaired. That would apply to a first time occurrence or a reoccurring problem. The INSP is the service repair experts, and ORHP applies coverage in accordance with the diagnosis we receive.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Plan [redacted] and [redacted]
 
 
 
 
Dear Revdex.com,
 
Regarding the air conditioner service requests placed for each of the Plans referenced above, and the denial of coverage.  I have reviewed the file and the following is a brief summary.
 
Plan [redacted]
Work...

order [redacted]
 
09/14/15          Plan effective
 
08/01/16          Service request: air conditioner is leaking water
                        Dispatched: Absolute Air
 
08/05/16          Status: the technician diagnosed that someone capped off the secondary drain line which prevented the water from flowing from the primary pan to the secondary drain pan. This resulted in the water overflowing from the primary drain pan. 
 
Please refer to page 8 of the Plan that states:
 
“1. GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
 
E. Improper repair/installation/modification of the covered item.”
 
 
Plan [redacted]
Work order [redacted]
 
11/13/15          Plan effective
 
07/20/16          Service request: air conditioner is leaking water
                        Dispatched: Mechanical Climate Control
 
07/28/16          Status: the technician diagnosed that the evaporative coil appears to be new, and when it was installed, it was done so without a drain pan float switch or drain line to the secondary drain pan. In addition, the ducts were not properly attached to the new evaporative coil. The technician also mentioned that the evaporative coil is still under the manufacturer warranty.
 
Please refer to page 8 of the Plan that states:
 
“1. GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
 
E. Improper repair/installation/modification of the covered item.*
F. Systems, appliances or components covered by an existing manufacturer/
     distributor/ or other warranty.” 
 
We apologize that the terms and conditions of the Plan did not provide coverage for these two service requests. 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 Mr. [redacted] has any additional information he believes should be considered, please advise him to provide it to me for review at the address below. 
 
Old Republic Home Protection
[redacted]
San Ramon, CA 94583
Attn: [redacted]
 
Sincerely,
 
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the settlement check for the electrical repairs; please extend our apologies to [redacted] that she has not received the check for $130.50. . I have reviewed the file that indicates my associate, [redacted], Call Center Supervisor, has...

processed the check and [redacted] should receive it within 20 days.
 
If [redacted] has any questions, please advise her to contact [redacted] at [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the service request for the refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend sincere apologies for the circu**tances outlined in **. McMahon’s letter.
 
I assure you, ORHP employees...

value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
I reviewed the file that indicates on August 29, 2017 she advised us that she had [redacted] diagnose her refrigerator and we advised her to submit their diagnosis to ORHP for review so we could determine coverage. Please advise **. [redacted] to either email me the information at [redacted] or mail it to the address below.
 
Old Republic Home Protection
[redacted]
San Ramon, CA 94583
 
ORHP values **. [redacted] as our customer and we appreciate her taking the time to provide her opinion and perspective of your 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

Complaint: [redacted]
I am rejecting this response for the same reasons stated in the previous reply. Additionally I do not understand why a service fee is being deducted from the refund.
Again I feel a fair resolution would be a prorated refund excluding any service fees and/or cancellation fees and a refund of the $75 I paid the service contractor. 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Your apology isn't going to resolve this issue. Paying us for our burden and your companies failures is the only thing that will resolve this issue. 
Sincerely,[redacted]

Revdex.com:
I did receive the check today for the cooler repair printed june 7 which was aftee the 14 days I was told on may 23! I have not received the 65.00 trade call fee check that I initially paid for. Thankful to finally have closure a few months later. Thank youI 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]

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the electrical system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted] letter....


 
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan 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.
 
Based on the information [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
 
According to the file my associate, [redacted], has been assigned to review the file and will assist [redacted] with her service request. If [redacted] has any questions, please advise her to contact [redacted] at [redacted] Ext. [redacted].
 
ORHP appreciates [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

Complaint: [redacted] I am rejecting this response because: It is my opinion that Mr. [redacted] response is a "canned" response from Old Republic to any of its "Plan Holders" having the same experience I had with OR: they did not have an approved service provider for my reported problem because they were probably unable to find one that would do their service work for the apparent cheap price they were wiiling to pay! Absent same, they seem to choose to shift this responsibility to the Plan Holder, and then place such restrictions on the Plan Holder regarding what OR is wiiling to do and pay that the Plan Holder meets with the same failure as did OR! Accordingly, I requested their "warranty" cancellation because the return of the premium paid for same had more value and definitive quality to me than does any "warranty" I thought we would be getting from OR. Sincerely,[redacted]

Plan [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the pipe leak, and [redacted] request for an additional reimbursement of $560; I have reviewed the file and based on the circumstances that occurred, Old Republic Home Protection has agreed to reimburse [redacted] an...

additional $560. I have processed the check and he should receive it within the next 20 days.
 
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 Mr. [redacted]'s letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
I reviewed the file that indicates the repair of the air conditioner was completed on
July 14, 2015, and is operating as designed.
If Mr. [redacted] has any further needs for service, please advise him to contact us at XXX-XXX-XXXX 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]
Claims Manager
Old Republic Home Protection

Dear Revdex.com,
 
Regarding the service request for the package heat pump, and [redacted] belief that Old Republic Home Protection (ORHP) is a general contractor, and his request to cancel his Plan; I have reviewed the file that indicates that a new Lennox package heat pump unit was installed on March 10, 2017 (both parts and labor provided by the manufacturer), and on March 16, 2017, the city inspector confirmed the installation was completed in accordance with local and state code, and the equipment is operating as designed. 
 
As for [redacted] belief that ORHP is a general contractor and therefore is required to be licensed as such; ORHP is a home warranty company, regulated by the Nevada Division of Insurance, with no requirement to hold a contractor’s license.
 
In addition, and after further investigation, we are not aware of a specific one year labor warranty in Nevada. 
 
With regard to [redacted] request to cancel his Plan; please advise [redacted] if he still wishes to cancel his Plan, to either send me a written request at the address below, fax the request to [redacted], or email the request to [redacted], and the Plan will be cancelled effective March 22, 2017, and in accordance with the terms of cancellation outlined on page 9 of the Plan.
 
Old Republic Home Protection
[redacted]
San Ramon, CA 94583
Attn: Cancellation Department
 
If [redacted] has any questions, please advise him to contact me at his convenience. 
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the package HVAC equipment; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted] letter.
 
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan 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.
 
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 December 28, 2016, my associate, [redacted], spoke with [redacted] regarding the replacement of the package HVAC equipment, and will follow up to ensure it is installed in a timely manner.
 
If [redacted] has any questions, please advise him to contact [redacted] at ###-###-#### Ext. [redacted], or his Supervisor, [redacted], for assistance.
 
In addition, 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 [redacted] should receive the check within 20 days.
 
ORHP appreciates [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/10/29) */
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 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.
I have reviewed the file and my associate, Ms. [redacted], has been assigned to review and resolve the service request. Please advise Mr. [redacted] 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, 2015/07/15) */
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]' letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers and part suppliers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers and to utilize part suppliers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
According to the file, on July 12, 2015, my associate, Mr. [redacted] spoke with Ms. [redacted] and confirmed the repair was completed and the air conditioner was operating as designed.
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, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The air conditioner was fixed on July 10th, but ONLY after I provided my Revdex.com complaint and told Old Republic that I had filed a complaint. On July 9th, after filing the complaint, I was told by Old Republic that they had not ordered the part. They authorized the local dealer to pick up the part, which he had asked to do over a week earlier, and Old Republic told him that it would be ordered. We called daily, and each representative told us the part was ordered, but no one would give us a tracking number. Only after they were told I had filed a complaint, a supervisor finally started working on the problem. Even on the day of the 9th, it took eight hours and two calls from me for Old Republic to call me back with a solution (even though this same supervisor said he would call within the hour). I am sure that if I had not involved the Revdex.com that Old Republic would have continued to stall and not have fixed the air conditioner. We do not appreciate the deceptive nature of customer service agents telling us day after day a part had been ordered, when indeed, it never had been. Putting a part into "order query" and actually ordering/shipping are different things. Our home sat at almost 90 degrees for 12 days because Old Republic refused to allow the tech to purchase the part and do his job. In the end, the Revdex.com complaint forced Old Republic to get the job done.

Initial Business Response /* (1000, 5, 2015/05/29) */
[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 Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers (INSP) 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.
Based on the information Mr. [redacted] 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.
In addition, please advise Mr. [redacted] the non-covered costs to replace the air handler would still have been necessary had the first INSP, Turner Service, diagnosed that the air handler required replacement.
We apologize the terms and conditions of the Plan did not provide coverage for a portion of the air handler replacement. 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.
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]
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.)
First of all....its MS. [redacted]. I am not entirely sure who names their son [redacted]. As of the claim, I understand the OOP cost for the Air Handler. However, my family, including my 4 year old son went without AC for nearly 1 and 1/2 months, whichis ENTIRELY unacceptable. Not to mention, the lost wages I had due to your "independent" contractors, that YOU choose by the way, caused me to leave at 1 and did not show up at my door step till 545....that is absolutely unacceptable. I feel I am entitled to the compensation. We had to go get a window unit to put into one room so that me and my family would not have a heat stroke in the 90 plus degree weather. I feel you should compensate me the cost of the unit, due to YOUR lack sending a competent contractor to fix my original problem.
Final Business Response /* (4000, 9, 2015/06/02) */
Dear Ms. [redacted],
Please extend my apology to Ms. [redacted] for using the incorrect prefix to her name. With regard to the diagnosis by the Independent Network Service Provider; as mentioned in our original response, we sincerely apologize for the any delay as the result of the service provided. When we spoke with the technician from Turner Service, the only malfunction he diagnosed was the compressor had failed in the condenser. There is no way he could have detected that the evaporative coil also had a leak until the air conditioner was operational after the new condenser was installed.
After installing the condenser April 13, 2015, the system appeared to be operating as designed and on [redacted] 6, 2015 he returned to repair a refrigerant leak at the condenser. After receiving a call from Ms. [redacted] that the air conditioner was still not cooling properly, it was diagnosed that the evaporative coil had failed, which necessitated replacement of the air handler.
Again, please extend our sincere apology for any inconvenience that occurred.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection