Franks Television

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]

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]

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.

Dear Revdex.com,
 
[redacted] advised me that he had provided me a copy of the repair invoice from his Out-Of Network Contractor, however, I did not locate it in his file. I have requested he forward me a copy for review and reimbursement consideration.
 
Sincerely,
 
[redacted]
Plan Compliance  Manager

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the gas leak; 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.
 
According to the file, my associate, [redacted], has been assigned to review the service request and assist [redacted]. The file indicates that [redacted] called [redacted] but was unable to leave a message on his phone. Please advise [redacted] to contact [redacted] at [redacted] for assistance.
 
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, 6, 2015/09/17) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the brand name of the air conditioning equipment Old Republic Home Protection attempted to install for Ms. [redacted]; I have reviewed the file which indicates that the...

equipment brand name is [redacted], and it is manufactured by Carrier. I have also confirmed that equipment being installed is in accordance with the terms of coverage.
Please refer to page 8 of the Plan that states:
"This Plan does not cover:
Matching dimensions, color (including stainless steel) or brand. We are
responsible for providing installation of equipment comparable in features
(features that affect the operation of the system or appliance), capacity and
efficiency only."
According to the file, my associate, Mr. [redacted], Call Center Manager, has spoken with Ms. [redacted] and she agreed to accept $2,000 as cash settlement in lieu the replacement of the air conditioner.
If Ms. [redacted] has any further 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, 8, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Old Republic Warrantee is suppose to provide a service to home owners to help when something goes wrong with working parts of a home. Instead, they cause the homeowner more stress by using cheap products with matching specs that do not have same warrantee match or quality! They tried to do this with us now 2 times. First was a garbage disposal now the AC unit on our home. $2000 doesn't touch the quality of a Carrier unit as they originally stated they would install. They checked on the price of the Carrier unit that was comparable to the [redacted] they tried to install and came back and said they couldn't do it because the cost was too high. Carrier only distributes [redacted], they do not make [redacted]! The fact they couldn't make the deal happen tells the story. We waited 10 days on their promise that they were going to install a Carrier unit. Once we rejected the unit, it took 2 more days of fighting with ORHP before coming to a $2000 settlement, only $59.60 more than their original offer due to the misunderstanding. Then they informed us they cut checks on Wednesdays and it was late Wednesday when we reached a settlement amount which for the record didn't cover half the installed cost of a decent unit in Arizona! The cheapest price for a middle of the road brand was $4500 installed with a crane! So now we have paid a $65 service call 3 times while they slapped bandaids on our AC unit all the while knowing a 30 year old AC unit needed replaced along with the addition of $2500 for a unit to be installed. Now comes the best part, the supervisor/ Mr. [redacted] promised the check would be expedited/overnighted and in our hands no later than the 25th. We scheduled our new AC to be installed that day, counting on his word! I called the Tuesday before to confirm it would be overnighted. The customer service dept confirmed the notes were in the system for the accounting dept to expedite! I thought we were good. I call today (25th) to get tracking number, and found out they dropped the check in the mail! Now we have been out of air since the end of August, it has been a month in Arizona with temperatures over 100 degrees and my husband at home with a heart condition during this entire time. We already were in a financial bind due to his health issues and him not working since April. We are an average working family and when one of the 2 incomes goes away, we count on the protections we put in place. You can not count on ORHP! When I completely broke down and called Mr. [redacted], he apologized and agreed that the system failed and offered to pay any out of pocket we should incur due to the cash price we were quoted vs. the credit price we now have to pay. Nice gesture, but didn't really ease the stress that took place between us, ORHP and 2 different AC companies just trying to take care of their customers and make some money! At this point, there is no response from ORHP that will change the fact we endured a month of 100 degree weather in our home, 2 broken promises from ORHP and the worst case of customer service I have ever dealt with in my life! I want this dispute to reflect unresolved because of the broken promises and poor customer service. The only thing ORHP offered was any out of pocket we might face should we have to pay a cash vs. credit price with ac company that is on my roof as I speak installing our new unit not knowing I don't have the cash to pay them in my hands. Even Mr,. [redacted] was speechless and apologetic the way this all went down.

Final Business Response /* (4000, 10, 2015/09/28) */
Dear Ms. [redacted],
Regarding the service request for the air conditioner and the delay issuing the cash settlement check; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mrs. [redacted]'s letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mrs. [redacted] provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.
ORHP appreciates Mrs. [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, 2015/09/02) */
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 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.
According to the file, my associate, Ms. [redacted] has left a message for Ms. [redacted] to discuss her service request, and will follow up to ensure it is resolved in a timely manner. Please advise Ms. [redacted] to contact Ms. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel like this was a generic response with names copied and pasted in. I don't feel like anyone will be held accountable for their actions. My husband ending spending close to $100 and over five hours sweating in our attic to fix the air conditioner himself. The only reason anyone from ORHP has reached out to us is because I informed multiple realtors in the area of this incident who then contacted ORHP regional sales rep who saw his business was rapidly declining in an area whose growth surpassed [redacted] city in the country so far this year. I want to make sure if we ever have AC issues again, we don't have to worry about Refrigeration Techniques being called to our home again. I feel if they review the history on the account and mine and my husbands account of our experience, it only makes sense for ORHP to drop them from their contractor list. They did admit to replacing the whole outside unit without even "looking in the attic to see that it actually just needed cleaned." I would also like an action plan enforced to ensure customer service reps are providing consistent information so customers such as myself aren't told something different each time a call is placed and the reps are held accountable when reviewing calls in which they are rude and negative towards customers who are concerned with their services. I don't feel like I receieved anything but a generic response given to every complaint. Give me proof plans are in place. Take actual action to make your company better instead of continuing to do the bare minimum which is what got us here to begin with.
Final Business Response /* (4000, 9, 2015/09/08) */
Dear Ms. [redacted],
As expressed in our previous response, we sincerely apologize for the delays and circumstances that occurred, and I assure you this situation has been addressed with the Service Provider and individuals involved.
According to the file, my associate, Ms. [redacted], spoke with Mr. [redacted] on September 2, 2015, and he is forwarding her an invoice from their Out-Of-Network Contractor for review and processing of coverage repairs. .
If Mr. or Mrs. [redacted] has any further questions, please advise them to contact Ms. [redacted] at
XXX-XXX-XXXX Ext. [redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because:It is only under a parts warranty. Their website and way of advertising their service is misleading. The warranty was purchased to have a "piece of mind" relieving me from having to worry about unexpected expenses incurred during my first year of owning my home. They have lost a customer. I will also share my experience with everyone within my sphere of influence. Their excuse "industry standard" is [redacted]. I'm sure there is a company that I could have chosen that covers homeowners for labor cost when dealing with items under a parts warranty. The money spent with Old Republic has been a complete waste. The only way their service is beneficial to a home owner is if you get their highest plan with the lowest deductible and you have a house that all appliances and supposedly covered items you own are out of warranty. This have been an expensive lesson that I will have to eat. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/20) */
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 and my associate, Mr. [redacted], has been assigned to follow up and 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.
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, 2015/09/29) */
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 that the Plan became effective on August 24, 2015, and Mr. [redacted] contacted Old...

Republic Home Protection (ORHP) on September 10, 2015 to place a service request for his air conditioner not working properly
According to the file, Mr. [redacted] advised us that air conditioner 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 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) ... Pre-existing conditions are not covered."
Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Mr. [redacted] still wishes to cancel his Plan, please advise him to mail us a written request, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms of cancellation noted on page 9 of the Plan.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you, Ms. [redacted] for relaying the information from Mr. [redacted]. I am thankful that you were able to contact Old Republic Home Protection via email since I was unable to find any way to do so myself and I am weary of phone conversations with Old Republic Home Protection representative at this point.. I am thankful that we can have a written account of statements and responses from this point on.
Mr. [redacted]'s interpretation of my phone conversation with the Old Republic Home Protection representative that I, "advised us that air conditioner had not operated properly since the effective date of the Plan" is misleading. It could also be interpreted that I had advised them that the unit had not operated improperly since the effective date of the plan as well. It was only on the day I made the claim that the unit had operated improperly. My wife has since informed me that the unit was functioning properly a week before I made the claim. This, however, in my opinion is moot as Mr. [redacted]'s references to the Plan (which I have yet to receive a copy of in any manner) are irrelevant. He 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) ... Pre-existing conditions are not covered."
In regards to "B)", there is no reason to believe anything other than that the unit was correctly installed or was operating properly on the effective date of the Plan.
In regards to "C)", there is also no reason to believe anything other than that the unit had no Pre-existing conditions.
In contrary to both of these points, the fact that I have documented proof that the unit had been inspected weeks before the date of purchase of the extended plan and was found to be in "Acceptable" condition and was cooling the home at an operating temperature of 58 degrees proves that is was operating properly and that there were no pre-existing conditions. I did mention this when I made the claim, but the claim specialist that I spoke with argued that this was not applicable as it predated the purchase of my Plan. I am curious how Old Republic Home Protection determines "Pre-existing conditions"? Does Old Republic Home Protection deny all claims under the premise that the problem was pre-existing if the homeowner has no documented proof that it was functioning subsequent to the purchase of the plan?
As mentioned before, I have yet to receive any documentation in regards to my Plan in any form so I have nothing to review. I called and requested this information and was told that it would be mailed to my residence. According to Mr. [redacted]'s records, my plan became effective on August 24, 2015. It would seem by now I would have something to review. I cannot even review my plan on their login protected website, which would seem like a logical place or at the very least attached to an email to me (which I provided when I registered for my Plan).
Furthermore, when I spoke to a sales associate in regards to purchasing the extended plan I was never told that I would need to be prepared to provide proof of functionality of any of the items covered by the "Ultimate Protection" before a claim I made would be covered.
In Mr. [redacted]'s closing, he mentions that if I still wish to cancel my plan, I must mail a written response or fax the request. Yes, I would like to be refunded $100 for the "Ultimate Protection" Plan I purchased, and have only the "Ultimate Protection" coverage canceled. The pre-existing Standard Coverage should be honored. If this is what I would find on page 9 if I had a copy of the plan, I will proceed.
I look forward to a written response from Mr. [redacted] and/or another representative from Old Republic Home Protection.
Final Business Response /* (4000, 9, 2015/10/02) */
Dear Ms. [redacted],
Regarding the denial of coverage for the air conditioner; the denial of coverage and determination that the air conditioner failure was pre-existing, was based on the information provided by Mr. [redacted] when he placed the service request, when he advised us that the air conditioner never worked properly for him since he moved in to the home. If this information is inaccurate, please advise him to provide me additional information supporting that the air conditioner was operating properly when he moved in to the home, for my review.
As for a copy of the Plan; according to the file, Old Republic Home Protection received payment of the Plan on August 28, 2015, and a copy of the Declaration Sheet and Plan were mailed to him at his home address. Since Mr. [redacted] has indicated he did not receive the Plan, I placed a copy of the Plan in the mail today, and mailed it to his home address.
With regard to cancelling the Ultimate Protection coverage; please advise him to forward a written request to the address below.
Old Republic Home Protection
P.O. Box 1507
San Ramon, CA XXXXX
Attention: Accounting Dept.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you, again Ms. [redacted], for relaying Mr. [redacted]'s response. Unfortunately he has neither conceded nor offered anything, therefore there is nothing to accept. He still is not willing to admit that he, or the company he is representing, is bending the truth to deny service. Never did I state that the air conditioner had malfunctioned before the day I made the claim. I hope that the call was recorded so that it can be reviewed by Mr. [redacted]. I will leave it at that as after reviewing the most recent complaints against this entity, I see a trend forming that this is a common practice of the Old Republic Home Protection Company, Inc. I have sent in the written request for cancellation within period necessary in the state of Washington to receive full reimbursement. I expect that this matter will be resolved in a timely matter. Until then, please keep this complaint active.

Plan [redacted]
 
Dear Revdex.com,
 
As of today I have not received the information for review. Once received, I will communicate with Mr. [redacted] with regard to Plan coverage.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/05/19) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the request from Ms. [redacted] for reimbursement regarding the replacement of her water heater by an Out-Of-Network Contractor (OONC); I have reviewed the file, and...

although Ms. [redacted] was not authorized to use an OONC to provide service, as a gesture of goodwill, Old Republic Home Protection agrees to review her request.
Please advise Ms. [redacted] to provide me a copy of the diagnosis and invoice for review, and mail it to my attention at the following address:
Old Republic Home Protection
P.O. Box 5017
San Ramon, CA XXXXX
Sincerely,
[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.)
I appreciate the quick response from Mr. [redacted] and his willingness to work with me but I need to submit the requested documents to him for his review before I am able to close the case.
Final Business Response /* (4000, 10, 2015/06/02) */
Dear Ms. [redacted],
Please assure Ms. [redacted] I will review the information she provides in a timely manner.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 13, 2015/06/22) */
Good Afternoon
How are you? I just wanted to let you know that I heard back from Old Republic today and they have resolved my claim and I am completely satisfied. How do I go about updating this on the website. Thanks again for all of your help.
[redacted]
XXXXXXXXXX

Plan [redacted]
 
Dear Revdex.com,
 
Please advise [redacted] I have reviewee the file and ORHP has agreed to refund the Trade Call Fee. A check will be processed and mailed within the next ten days. 
 
Sincerely,
 
[redacted]
Plan Compliance Manager

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 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. According to the file, my associate Mr. [redacted] was assigned to assist Mr. [redacted] with the resolution of his service request. If Mr. [redacted] has any questions, please advise him to contact Mr. [redacted] at ###-###-#### Ext. [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 ManagerOld Republic Home Protection

Complaint: [redacted]I am rejecting this response because:Someone needs to read the full file for my residence.  We had to have a washer dryer man come out at the end of August and said we would need to and electrician because there was no power was going to the dryer.  We called and payed to have someone clean out lent vents and had Old republic assign contract to electrician who was coming for the air conditioner since we already had an appointment.  Normally I wouldn't mention this except for the fact that The electrician showed up and found the [redacted] had turn off power to dryer  which cost me not only time and frustration but 60dollars for dryer man 30 dollars in quarters for the laundromat right before school started.  The final straw was the fact that after over two months the Electrician didn't need to do anything stating it was not necessary.  By my count I am out so far about 420 dollars and I still don't have a working Air conditioner. You might want to consider giving me next years contract for free.  Since summer almost over and we will probably have same problems when next summer comes along.  Except for the Air conditioner I have been pleased the last 8 years I have had Old republic warranty except for one contractor who you have let me turn down and the Air conditioner Sellers. We got the contract recommended by my brother who is with [redacted] this situation has been filled with tension frustration for my entire family  I would like it resolved but it seems to get worse as time goes onSincerely,[redacted]

Initial [redacted] Response /* (1000, 5, 2015/09/29) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the toilet, waste and overflow, and Mr. [redacted]'s request to cancel his Plan; I have reviewed the file that indicated that the plumber...

diagnosed the toilet bolt at the base of the toilet was missing, which caused the toilet to crack as the result of not being properly secured to the floor. The cap for the waste and overflow was also missing.
Please refer Mr. [redacted] 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:
C) Have become inoperable due to normal wear and use ..."
Also, please refer to page 8 that states:
"General Limitations. This Plan does not cover:
D. Missing components."
We apologize that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of Old Republic Home Protection (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.
With regard to Mr. [redacted]'s request to cancel his Plan; if he still wishes to cancel his Plan, please advise him to provide a written request to ORHP, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms of cancellation noted on page 9 of the Plan.
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 completing 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.
 
According to the file my associate, [redacted], has been assigned to review the file and ensure the service request is resolved in a timely manner.  If [redacted] has any questions, please advise her to contact [redacted] at [redacted] Ext. [redacted], or his Supervisor, [redacted], at 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

Dear Revdex.com,
 
Regarding the subsequent failure of the air conditioner; as stated previously, the failure of the run capacitor, diagnosed on the last service request, was not the result of the refrigerant level in the system according to the Service Provider. We agree that the refrigerant level was balanced when he returned, however, they have indicated that the refrigerant level did not cause the capacitor to fail.
 
Also, please advise [redacted] I have mailed him a copy of the invoice for service rendered.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old  Republic Home Protection

Dear [redacted],
 
According to the file, my associate, [redacted], spoke with [redacted] on September 16, 2016 regarding his ductwork and his belief that the Service Provider has caused damage to the ducts. [redacted] advised [redacted] that the Plan does not provide coverage for consequential or secondary damage, and instructed him to contact the Service Provider directly for assistance.
 
If [redacted] still requires assistance after speaking with them, he was advised to contact [redacted] at [redacted] for assistance. In addition, as a gesture of goodwill, Old Republic Home Protection is providing [redacted] $500 toward the repair of his ducts, which represents the Plan limit for duct work repair. Please advise him that he should receive the check within 20 days.
 
Sincerely,
 
[redacted]
Plan Compliance Manager