Franks Television

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the service request for the air conditioner; I reviewed the file that indicates the technician from [redacted] advised us that the air conditioner condenser is less than five years old, and the parts and components,...

including the compressor, are still under the manufacturer warranty. In addition, we spoke with [redacted] at[redacted] a supplier of air conditioner equipment in Florida, and he also confirmed that based on the model and serial number, the equipment is still under the manufacturer warranty.
 
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 apologies to [redacted] that the terms and conditions of the Plan do provide coverage in this situation. While the intent of Old Republic Home Protection 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 for review at the address below.
 
Old Republic Home Protection
[redacted]
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

RE:      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 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.
 
According to the file, my associate, Mr. [redacted], has been assigned to review the file and provide Mr. [redacted] assistance resolving his service request. If Mr. [redacted] has any questions, please advise him to contact Mr. [redacted] at [redacted] or his Supervisor, Ms. [redacted] at Ext. [redacted].
 
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

Plan [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the air conditioner; I reviewed the file that indicates the technician from Harper Valley P.T. Air diagnosed that the condenser coils were damaged, and that the damage was not the result of normal wear and use. In accordance...

with the terms and conditions of 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:
 
C) Have become inoperable due to normal wear and use (including rust, corrosion, and
      chemical or sediment build-up), after the effective date of coverage.” 
 
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 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 Ms. [redacted] has any additional information she believes should be considered, please advise her to forward it to me for review at the address below.
 
Old Republic Home Protection
[redacted]
Attn: [redacted]
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/17) */
Plan XXXXXXXX
Ms. [redacted],
I spoke to Ms. [redacted] on August 13, 2015 to provide assistance and a resolution; she advised me that if I can be of assistance, she will contact me after August 17th.
Sincerely,
[redacted]
Claims...

Manager
Old Republic Home Protection

Plan [redacted]
 
Dear Revdex.com,
 
Per [redacted] request, the Plan was cancelled and the Plan fee refund check was mailed to her on August 3, 2017. If she has any questions, please advise her to contact our Accounting Department at [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Plan [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the pool equipment; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [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 have reviewed the file that indicates my associate, [redacted], has spoken with [redacted] and he has agreed to provide [redacted] additional information from his Out-Of-Network Contractor for review.
 
If [redacted] has any questions, please advise him to contact [redacted] at [redacted] for assistance, or her Supervisor [redacted] at Ext [redacted].
 
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, 2015/07/10) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the oven; 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 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, the control board for the oven has been ordered with priority delivery, and I will follow up to ensure the service request is resolved in a timely manner. If Mr. [redacted] has any questions, please advise him to contact me at XXX-XXX-XXXX ext. 1224.
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, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I get a voice mail from old Republic on July 12th said the part came in on July 8 had the contractor contacted me. I called and left a message on Monday for the contractor. Same afternoon Old Republic call me July 13 and said sorry but the part that came in was the wrong one so we are rushing a new one to the contractor. This makes me very mad as the part came in 7/8 and they wait again to order 7/13. This is twice the part came in and I waited to get fixed and they had to start all over again thus delaying this fix for a month. a month to fix a mother board on my oven. I had called and asked what if my AC went out would I have to wait a month for them to fix the representative said if thats what it took what kind of service is this?
I paid my money up front for the repair a month ago. I feel I need this fixed and my $75 refund for service that was sloppy.
Final Business Response /* (4000, 9, 2015/07/15) */
Dear Ms. [redacted],
Please extend my sincere apology to Mr. [redacted] for the delay. I have agreed to honor Mr. [redacted]'s request, and his Trade Call Fee will be refunded.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Final Consumer Response /* (2000, 11, 2015/07/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you!!

Initial Business Response /* (1000, 5, 2015/07/09) */
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 Provider and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Ms. [redacted] Call Center Manager, has spoken with Ms. [redacted] regarding the repair of the air conditioner and the water damage to the floor, and will follow up to ensure the service request is resolved in a timely manner.
If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 12, 2015/08/05) */
I was waiting until this was officially resolved before updating. The company did offer to help offset the flooring cost, as well as sent out a different company to look at the A/C. The entire flooring cost wasn't covered, but we were satisfied with their offer. Thank you for standing behind your word as a company!
Final Business Response /* (4000, 14, 2015/08/06) */
Dear Ms. [redacted],
Please extend my apology, once again, for the circumstances that occurred, and I'm glad Ms. [redacted] was satisfied with the outcome.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/12/15) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
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 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 honor Ms. [redacted]'s request, and she will be reimbursed for the cost to replace her water heater by an Out-Of-Network Contractor.
According to the file, the reimbursement has been processed and Ms. [redacted] should receive a check within 20 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]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/06/26) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the air conditioner; I have reviewed the file that indicates Mrs. [redacted] placed a service request for the air conditioner not cooling on June...

21, 2015; the same day the Plan became effective. During the conversation with Mrs. [redacted], she advised us that the air conditioner was not cooling properly on June 20, 2015; prior to the effective date of coverage.
Please refer to page 7 of the Plan that states:
"We will provide service for covered systems or appliances which malfunction, and are reported,
during the term of the Plan that:
B) Were correctly installed and working properly on the effective date of the Plan, and
C) Have become inoperable due to normal wear and use (including rust, corrosion, and
chemical or sediment build-up), after the effective date of coverage. Pre-existing
conditions are not covered."
We apologize 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.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because:
Original request for service was denied from the service department because they said the unit was worked on prior to our closing. This request was on July 25th, 2017. It took the intervention of our Realtor calling [redacted] arranged for a contractor to evaluate the unit and that happened on Uly 27th, 2017. The contractor replaced a capacitor on the condenser and cooled the unit by running cold water on it for approximately 1 hour. Contractor left stating the unit was operating fine without entering our residence to check operation and charged a $65 service fee. The next day, numerous calls were made to the service center and [redacted] without any response or call back. After several more days of calling [redacted] and leaving messages, she finally called back and said the contractor would come back to evaluate the system. The contractor came to our residence on July 29th and condemned the system and would have to order a new one. Contractor returned with new compressor on August 4th and stated he needed to get into the attic to change a valve on the unit so it was compatible with the new compressor. Contractor left stating the unit was in operating condition and charged us $90 for charging the new compressor with Freon. On August 7th we came home to our home filled with a white fog and smoke detectors in the house. Immediate calls were made to the contractor and [redacted]. All not returned and unanswered. Call made to the service center and they told us to leave our house. Unacceptable. We hired our own contractor to only evaluate the system and they found that the new compressor installed is not compatible with the unit in the attic resulting in an overpressurization issue blowing the seals on the coil of the air handler and that is what filled the house with freon. Our contractor also noted no new valve installed as per ORHP contractor charged for. Our contractor has submitted their evaluation and estimate for replacement. These findings were relayed to [redacted] and she stated and investigation had to be done by the original contractor. This did not happen until August 19th. I escorted the contractor into the attic. He stated the coil was no good. I asked about the valve he changed and he stated they never changed it.
Many calls have been made to resolve this matter since August 19th with no resolution. Daytime temperatures in South Texas have been well over 100 degrees for the entire time this unit has been out of operation and our upstairs of the house where our kids sleep has been right at 100 degrees. Our electric bill has increased substantially due to trying to keep the house cool. This has dragged on entirely too long without resolution.
4 calls were made to [redacted] on August 22nd with 2 messages. No calls returned. Calls to the service center made on August 22nd, but wait time was well over an hour.
If this kind of service is the pride ORHP's employees take, they should take a step back and evaluate their operations.
Immediate resolution of this matter is requested.
Sincerely,[redacted]

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 Mr. [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 Mr. [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, Ms. [redacted], has spoken with Mr. [redacted] and will follow up to ensure his service request is resolved in a timely manner. 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The damage to our home caused by one of the contractors ORHP chose to fulfill their obligations under the home warranty has not been repaired. We had to have our home appraised with a large brown water spot on the ceiling of our home, which no doubt resulted in a lower than expected appraisal of our home ($10k lost). We are scheduled to close on the house on 7/24...approximately 8 days, and I have yet to hear from ORHP regarding an acceptable remedy to the issue.
ORHP denies any liability for the work of their INSP, yet that contractor is engaged in work on behalf of ORHP. Thus, at the very least, ORHP is vicariously liable for the work performed by the contractor.
This issue took over 20 days to resolve in the middle of summer in [redacted] - that is unacceptable. Furthermore, damage to our home was done as a result of the negligence of one of the contractors engaged by ORHP to fulfill their obligations under our home warranty. Finally, the value of our home was appraised at considerably less than previous appraisals, again likely due in large part to the large brown spot on the ceiling of our hallway and the fact our home was an uncomfortable 82 degree upstairs at the time of appraisal.
What sort of remediation attempts, including compensation, is ORHP anticipating providing to us in order to make up for their negligence, or is legal action necessary in order to recoup the cost of repair and lost value to our home?
Final Business Response /* (4000, 9, 2015/07/17) */
Dear Ms. [redacted],
I have reviewed the file and my associate, Ms. [redacted], Supervisor, will be contacting Mr. [redacted] and following to up to ensure this issue is resolved appropriately. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the request for reimbursement for repairs completed by an Out-Of-Network Contractor; although the Plan does not reimburse without our prior authorization, as a gesture of goodwill Old Republic Home Protection has agreed to reimburse Mr. and...

Mrs. [redacted] for the repair. I am unable to reimburse for the temporary repair.
 
I have processed a check for $143 less the Trade Call Fee and they should receive reimburse within 20 days.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

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

[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 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 reviewed the file and the invoice from [redacted] Out-Of-Network Contractor, and have agreed to reimburse her an additional $693 toward the covered repair of her air conditioner. Please advise her that I have processed the check and she should receive it within the next 20 days.
 
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: the customer service rep advised me there would be NO fees associated with cancellation. Sincerely,[redacted]

Mr. [redacted]Revdex.com RE:      Plan # [redacted] Dear Mr. [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 Mr. [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.  I have reviewed the file that indicates my associate, Mr. [redacted], has been assigned to review the service request, and will follow up with Mr. [redacted] to ensure that this situation is resolved in a timely manner. If Mr. [redacted] has any questions, please advised him to contact Mr. [redacted] at [redacted] 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 ManagerOld Republic Home Protection

Complaint: [redacted]I am rejecting this response because:Im cancelling. I was told replacement part has warranty with manufacturer and that is why you are denying to send an electrician to come and finish the job... there's no point in having coverage when a policy holder is forced to do their own electrical work without any electrical experience because of a faulty contract. Risking being shocked or causing a fire. Sincerely,[redacted]

[redacted] Revdex.com RE: Plan # [redacted] Dear [redacted], Regarding the service request for the air conditioner, and the non-covered costs necessary to complete the repair; 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 have reviewed the file that indicates in order to complete the installation of the heat pump package unit, there are modifications necessary to the drain line, electrical lines, and ductwork, in order to accommodate the new equipment. The estimate from the Service Provider for the non-covered costs was $650. Please refer to page 8 of the Plan that states: “2. PERMITS AND OTHER FEES: A. You may be responsible for the payment of additional fees not covered according to the terms and conditions of the Plan. These fees may include, but are not limited to: 4. The cost of construction, carpentry or other modifications made necessary by existing or installing different equipment.” While the intent of the Plan 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, my associate, [redacted], has spoken with [redacted], and will follow up to ensure the service request is resolved in a timely manner. If Mr. and [redacted] have any questions, please advise them to contact [redacted] at [redacted] for assistance. 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: The facts are the facts.  I understand that they do not have details for the repairs they made and I do know that their contractor made these repairs to the supply lines within 6 months of the recent damage.  I guess we are at a stand point.
As for the service call fee, I had thought that this was included in the $380.00 paid to the contractor. They normally collect them at the time.  Just some thought, this installation and with the so called "modifications" only took one and half hours to complete.  Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/05) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the replacement of the evaporative coil; I have reviewed the file that indicates in order to complete the installation of the new evaporative...

coil, state regulations require the replacement of the condenser.
Please refer to page 8 of the Plan that states:
"B. If additional costs are incurred in order to comply with regulations, we will not be responsible
for the added expense."
Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan did not provide coverage for all of the costs necessary to complete the repair. 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 forward it to me for review.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The plan states that it WILL cover duct work and code upgrades yet the company is not willing to pay for them. I want them to honor their contract and pay for the code upgrades and duct work. The condenser is irrelevant here.
Final Business Response /* (4000, 9, 2016/01/07) */
Dear Ms. [redacted],
Regarding Mr. [redacted]'s request for coverage for the code violations and duct modifications required in order to complete the installation of his new air conditioner; please refer to page 8 of the Plan that states:
"2. PERMITS AND OTHER FEES:
A. You [redacted] be responsible for the payment of additional fees not covered according to
the terms and conditions of the Plan. These fees [redacted] include, but are not limited to:
1. The cost of permits and code upgrades.*
4. The cost of construction, carpentry or other modifications made necessary by
existing or installing different equipment."

Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan do not provide coverage for all the costs necessary to complete the installation of his air conditioner. 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.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection