Franks Television

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, 2015/08/20) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the dishwasher; on behalf of Old Republic Home Protection (ORHP) and its employees, please accept 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.
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 on August 19, 2015, my associate, Ms. [redacted], spoke with Ms. [redacted] to schedule an appointment with Sears, and Ms. [redacted] advised her that she would contact Sears to schedule the appointment.
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 /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the apology, however I would like to have the trade call fee waived. I have a family of 5, and we have been without this dishwasher longer than what would be considered a minor inconvenience. I have since rescheduled, but had to push the date back even further due to financial constraints. Is it possible to have the trade call fee waived? I believe that this situation would warrant it. Also please note that Mr. [redacted] called, not Ms. No offense taken, just a note.
Final Business Response /* (4000, 9, 2015/08/26) */
Ms. [redacted],
Please advise Mr. [redacted] that the Trade Call Fee has been waived as a gesture of goodwill.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

Plan [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the air conditioner, please extend our appreciation to Mr. [redacted] for advising us that the Service Provider returned to his home and was able to make the repair. I will be sure our Service Provider network manager is aware that they went above and beyond servicing our customer.
 
As for the Plan copy; the declaration sheet and Plan are mailed by USPS once we receive payment of the Plan fee. The file indicates that the declaration sheet and Plan coverage was mailed to Mr. [redacted] on December 20, 2017, and we were not advised until now that the documents were not received. Please extend our apologies.
 
In addition, a copy of the coverage is also accessible to Plan Holders on our website at [redacted].
 
I have emailed the declaration sheet (which includes the Plan coverage) to both email addresses we have on file for Mr. and Mrs. [redacted]. I have also mailed another copy via USPS.
 
If Mr. [redacted] does not receive the Plan, please advise him to contact us at [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager

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

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the garage door opener; 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 March 28, 2017, [redacted] was authorized in accordance with the terms of coverage (refer to page 7 of the Plan), to contact a local licensed contractor of her choice to provide service, and was emailed the steps to follow to ensure she receives coverage.
 
If [redacted] has any questions, please advise her to our Customer Service Department 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

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

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, 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

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

Complaint: [redacted]I am rejecting this response because: the customer service rep advised me there would be NO fees associated with cancellation. Sincerely,[redacted]

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

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

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

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]

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]

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]

Initial Business Response /* (1000, 5, 2015/08/19) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; I have reviewed the file and confirmed that both of the Independent Network Service Providers dispatched by Old Republic...

Home Protection (ORHP) diagnosed there is no mechanical malfunction of the air conditioner condenser or evaporative coil, and the air conditioner is cooling within manufacturer specifications. As a result, there is no repair to be authorized for the air conditioner equipment.
ORHP values Mr. [redacted] as a customer, and we hope he realizes the value of the Plan and the many benefits it provides. If Mr. [redacted] still wishes to cancel his Plan, please advise him to mail a written request to ORHP, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions of the Plan.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ORHP still failed to address the two main concerns of my complaint in their response. Ineffective service and continually delayed taking action.
Taking an over a week for their independent contractor to respond to an A/C out with summer temps 90+ is unacceptable. A $400 electric bill and high head pressure is a malfunction.
If ORHP is feels it is unable to repair my system under the terms of the contract and ORHP truly "values" me as a customer, they should recognize that I'm completely dissatisfied with their product and issue a refund for the policy immediately. Doing so would allow me to find a company that can meet my needs.
Final Business Response /* (4000, 9, 2015/08/21) */
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 any delays that occurred providing service.
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.
With regard to the diagnosis of the air conditioner; please advise Mr. [redacted] if he has any additional information he believes should be considered with regard to the diagnosis of the air conditioner, to forward it to me for review.
As for Mr. [redacted]'s request for a refund of the Plan Fee; please refer to page 9 of the Plan that states:
"Florida Residents: You [redacted] cancel upon demand and receive a full refund without penalty
within the first thirty (30) days after the effective date of the Plan. However, in the event services
have been rendered, those costs will be deducted from the refund.
In the event Plan is cancelled by you after thirty (30) days, you shall be entitled to a pro rata
refund of the paid Plan fee for the unexpired term less service cost and a $20 administrative cost
or 5% of the gross premium, whichever is less.
If Plan is cancelled by us, for any reason other than fraud or misrepresentation, you shall be entitled to
a pro rata refund of the paid Plan fee for the unexpired term less service cost."
If the Plan is cancelled, it will be processed in accordance with the terms and conditions of the Plan.
If Mr. [redacted] would still like the Plan cancelled, please advise him to provide a written request to Old Republic Home Protection, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled. If he would like to find out the amount of the Plan refund, please advise him to contact our accounting department at XXX-XXX-XXXX for assistance.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Canceling the policy at a pro rate is unacceptable. I'm completely dissatisfied with the plan and I have seen no value. I have a $400 electric bill and had a third party examine the system and found high head pressure as evidence of a malfunction. A properly functioning system does not have high head pressure. What manufacturer specification allow for a high head pressure? Temps continue to be 90+ and we continue to suffer do to a malfunctioning A/C system and ORHP continues to make excuses.
Again, if ORHP is feels it is unable to repair my system under the terms of the contract and ORHP truly "values" me as a customer, they should recognize that I'm completely dissatisfied with their product and issue a refund for the policy immediately. Doing so would allow me to find a company that can meet my needs.

Plan [redacted]
 
 
Dear Revdex.com,
 
As stated previously, I spoke with the technician that serviced the air conditioner in May, and he advised me that the refrigerant level was not the cause of failure of the run capacitor. If [redacted] wishes to obtain information from the Service Provider that supports his opinion regarding the cause of failure of the capacitor, please advise him to forward it to me for review.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: I am not happy with the treatment that I have received from this company that I have been a loyal customer with for years. Sincerely,[redacted]