Franks Television

Ms. [redacted]
Revdex.com
 
Re:      Plan [redacted]
 
Dear Ms. [redacted],
 
Regarding the service request for the faucet, and the settlement in lieu of replacement; I have reviewed the file that indicates our covered cost to replace the faucet in accordance...

with the terms of coverage was $140 for the faucet and labor to install it.
 
The file indicates that on June 29, 2016, the plumber from Plumbing Express diagnosed the guest bathroom faucet had failed and required replacement. Old Republic Home Protection (ORHP) authorized the replacement for $140, parts and labor.
 
On July 7, 2016, the Plan Holder, Mr. [redacted], contacted ORHP and advised us that the plumber did not have a replacement faucet on his truck when he was at the home on June 29th , and he was advised by the plumber that he would have to order it and return to complete the repair. Mr. [redacted] advised us that he wanted to upgrade the faucet, and that had he ordered a new faucet himself, and would like to have the plumber return to install it. Mr. [redacted] was offered a settlement of $140, less the technician’s $60 service charge, which represents what our cost would have been to complete the repair. Mr. [redacted] was mailed a check for $80 on July 20, 2016.
 
Please extend our apology if there was a misunderstanding with regard to the covered cost of the repair, and the amount of the settlement.
 
In view of this situation, ORHP will agree as a gesture of goodwill, to refund Mr. [redacted] his $60 Trade Call Fee, and he should receive a check within 20 days.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/09/10) */
Dear Ms. [redacted],
Regarding Mr. [redacted]'s request for reimbursement for the replacement of his thermostat; according to the letter you received from Mr. [redacted], he advised that the thermostat was mentioned in the inspection report. I...

presume the inspection report that he is referring to is the home inspection completed prior to the effective date of the Plan. If that is true, the Plan does not cover for pre-existing conditions, or for repairs completed without our prior authorization. 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.
For Service: place service requests online at www.orhp.com
or call us at X-XXX-XXX-XXXX
We accept service requests 24 hours a day, 365 days a year.
We require you to contact us so we [redacted] have the opportunity to select a Service Provider.
We will not reimburse you for services performed without our prior authorization."
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 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, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a pre-existing condition there was a working thermometer it contains mercury according to compliance of California most homes with mercury thermometers are required to have these replaced it is true this was not a defective thermostat I could have kept the mercury one and bathing non-compliance therefore it was not a pre-existing condition thermostat was not broken
Final Business Response /* (4000, 9, 2015/09/14) */
Ms. [redacted],
Regarding replacement of the thermostat; my apologies to Mr. [redacted] if I understood incorrectly that the thermostat required replacement because it had failed. However, the Plan covers for the normal wear failure of systems, appliance and covered components, and does not cover the replacement of covered items solely on the basis to comply with the State of California requirements. If I'm understanding Mr. [redacted] correctly, because this was a mercury thermostat, he was required to replace it.
Please refer Mr. [redacted] to page 8 of the Plan under Limitations of Liability that states:
"General Limitations. This plan does not cover:
A. System or appliance repairs, replacements or upgrades required as a result of:
4. Any federal, state, or local regulations or ordinances; utility regulations;
building or zoning code.
Please extend our apologies that the terms and conditions of the Plan do not provide coverage.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not what the customer service rep communicated to me when I called the insurance company she told me that I was covered for the replacement of the thermostat this was very clear and she gave me the email for which just submit my receipt which I did therefore I feel that this company is shirking their responsibilities and not reimbursing me for the replacement of the thermostat

Initial Business Response /* (1000, 5, 2015/10/27) */
Dear Ms. [redacted],
Regarding the replacement of the evaporative coil by Ms. [redacted]'s Out-Of-Network Contractor; please advise her to provide me a copy of their diagnosis and invoice for my review.
Sincerely,
[redacted]
Plan...

Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information requested by [redacted] was supplied to Old Republic by email from my office on October 15, 2015. It was also followed up on with another email from my office on October 19, 2015. My wife and I have talked to these people until we are blue in the face and supplied them with every bit of information they have requested within a few hours of making the request. This new response is nothing more than a stall tactic.
Also, we recently had the entire heat pump replaced by Brown & Reaves at a cost of $4600. Old Republic received the Brown & Reaves Estimate on October 15, 2015. They received the independent opinion from Four Star Plumbing and Air Conditioning that same date. The folks from Brown & Reaves had an opinion consistent with that of Four Star regarding the coil. Old Republic has since sent out a tech to photograph the unit that was removed.
I believe the internet is ripe with reports of this same type of conduct from Old Republic and we believe they are dealing with us in bad faith.
I can provide documentation of each of the above, but cannot attach documents to this response.
Thanks - [redacted] A. [redacted]
Final Business Response /* (4000, 9, 2015/11/02) */
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr. and Mrs. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
I have reviewed the file and the information provided, and based on the estimate of $1,379 for the replacement of the evaporative coil by the Out-Of-Network Contractor, Four Star Air Conditioning, ORHP has agreed to provide Mr. and Mrs. [redacted] a cash settlement, and a check for $1,379 will be mailed to them within the next 20 days.
ORHP appreciates Mr. and Mrs. [redacted] taking the time to provide their opinion and perspective of their 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

I've reached out to ORHP on 3/30/2016 and the staff assisting me over the phone was unwilling to budge on me having to pay an additional $337 on top of my trade call fee since the 1st contractor unethically billed ORHP that amount for coming out and doing no work, eating into my coverage limit of...

$1,500 per year on the salt system for the pool.I have asked to speak with their supervisor regarding this issue and I've been told to wait in line for them to reach back to me to address the issue.

Complaint: [redacted]I am rejecting this response because: I want to hold on and leave my complaint open to see what the outcome will be. I'm getting fried in my house with my little kids because of a bad company and also careless techs. They changed the first level unit however they removed the gas connection from it since Friday and when they shot the gas the forgot reignite the water heater again and left us with called water and I thought the gas was shot for safety and had bad hard time using cold water until today. I kept calling them and leave messages and had no answer. I had to hire someone to help and he fixed the issue. It all has been a painful issue and I'm hoping old republic to make the suffering end and clean all the mess to  honor the bad experience and pain what my family been through and change the second unit and also pay for the covered cost instead of trying to get away with it and let me face their contractors without caring about the bad customer service and the inconvenience Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/04) */
Ms. [redacted],
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.
I have reviewed the file that indicates my associate, Mr. [redacted] has been assigned to follow up and ensure the service request is resolved in a timely manner. In addition, as a result of the delays completing the service request, Mr. [redacted] agreed as a gesture of goodwill, to reimburse Mr. [redacted] the $195 of non-covered costs he paid for the replacement of the air conditioner compressor.
If Mr. [redacted] has any questions, please advise him to contact Mr. [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 /* (2000, 7, 2015/08/12) */
I below noted case with Old Republic has been settled satisfactorily. Old Republic has supplied us with anew AC unit. Thxs for your help.

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]
 I do appreciate Old Republic sending out a different plumbing company who actually took 3 min to figure out that it was just a wire that had gone bad. I didn't need a new hot water heater. I knew something wasn't right. I would like to add that I'm not an isolated case. This happens to many of your policy holders. I was just determined not to let you and K&S Plumbing take advantage of me. I would very seriously recommend you (as Old Republic) to do right by your policy holders. It will always come back around. K&S plumbing are crooks. The second plumbing company were honest and hard working people. I hope you clean up your service providers list.
 
Thank you.
[redacted]

Dear Ms. [redacted], Please extend our apologies for the delay resolving [redacted] service request. 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. [redacted] service request is being followed up on by my associate, Ms. [redacted], and she will ensure it is resolved in a timely manner. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at 800-[redacted] Ext. 1018, or her Supervisor, Ms. Dolley, at Ext. [redacted]. Sincerely, [redacted]Plan Compliance ManagerOld Republic Home Protection

Complaint: [redacted]I am rejecting this response because:There is no answer as to why the refuse to provide a written record of the claim.Sincerely,[redacted]

Mr. [redacted]l,
 
My apologies for belaboring this case with ORHP, but alas, that is what Mr. [redacted] has chosen to do.
 
For your information - and to enter as 'evidence' in my complaint - I sent the following two emails to Mr[redacted], yesterday evening and then this morning:
 
Mr. [redacted]
 
At this point, it would be nice to have my name spelled correctly in our communications: [redacted]. Sorry: point of personal pride.
 
Otherwise, I, too, did more research with [redacted] and learned that the furnace replacement would not be necessary - though possible. At least we can move past that (for now).
 
Regardless, this paragraph 'explanation' from you is completely unconscionable:
With regard to the requirement to pull a permit when the evaporative coil was replaced; each Service Provider is an independent  company, and there is no agent /agency relationship between Old Republic Home Protection and the Service Provider network. As such, each Service Provider is responsible to know when permits are required, and are expected by ORHP to install equipment in accordance with City, State and Federal regulations. If they  are not, then the Service Provider is responsible for any sanctions or penalties by the City or State. This is a standard in the home warranty industry.  I appreciate you advising me that [redacted] Heating and Air did not pull a permit, and I have forward that information to our Contractor Relations Department to discuss this with the owner.  
 
ORHP contracts individual 'service providers' and connects insured parties with those 'service providers' - but you are claiming that there is 'no agent/agency relationship between ORHP and the Service Provider network'? Sorry: not remotely true.
 
Here is why: to date, as per my recent ORHP statement, ORHP has disbursed $1700-odd for service (all of which on this A/C issue). You have paid that money to [redacted] Heat & Air and [redacted]. That means you have an 'agent/agency' relationship with them: I never would have 'found' and 'hired'/contracted [redacted] Heat & Air unless they were part of your vetted service provider network. ORHP/you connected me with them - which holds ORHP responsible. I have not paid any money to these companies, which means that they are agents of ORHP: you have paid them for me because of my service contract.
 
Whatever legalese might sound like it protects ORHP for liability when sending at worst unlicensed-and-uninsured and at best those-who-don't-pull-necessary-permits is just that: legal double-talk. I have no problem proving that actual relationship in court.
 
Tomorrow morning, an [redacted] representative is coming to my house to advise me on best-suited options for our home. After that consultation, I will have a clear idea of what make and model, capacity and SEER will best serve us. Again, I understand that 'insurance' through ORHP in this (and any) case means paying out at a minimum and not commensurate with what would best suit the individual/home/situation. Nevertheless, it makes no sense - as two local HVAC professionals said to me today - to replace a broken A/C unit with a cheap one that will only require more maintenance virtually immediately after its install.
 
Neither of the two units you 'offer' is EnergyStar rated: not acceptable. 
 
As I have offered from the outset, I will gladly pay the 'overage'/upcharge to upgrade our current/broken unit to the best possible one we can afford; the $1040 of 'not-covered' cost is not negotiable: because of this...all of this...it will all be covered. For everything, figure on a cash settlement of at least $3000.
 
I will provide estimates to you after my [redacted] consult tomorrow. Until that time, do what you need to do to assure me that the only cost I will incur is the aforementioned upgrade for a realistic unit/model.
 
Mr. [redacted]
 
[redacted] from [redacted] was out this morning to explain some options to me. As [redacted]'s [redacted] told me yesterday in our phone conversation, the amount of money you are 'offering' is not even enough to cover the cost of mid-low-line equipment alone, not to mention not remotely enough for the install, permitting, removal, etc.
 
Going with a modest Lennox XC14 A/C unit and matching evaporator coil, I am looking at at least $4500; I would update the furnace to be compatible on my own - a significant expense in its own. And that is a LENNOX unit, not Lennox's Chinese-manufactured barely-rated Merit series.
 
You cannot have it both ways - and I am more than confident that a court will find it so: in several conversations, [redacted] assured me that all service providers contracted by ORHP are vetted to be licensed, bonded, and insured; obviously, whether or not they are reputable and competent is somewhat beyond your control. But then you turn that around and claim that ORHP bares no responsibility if the service provider WHOM ORHP CONTACTS ABOUT A CLAIM/REPAIR fails to do the claim/repair legally (i.e. pulling permits). Sorry - it will be a cinch to prove that I would have never heard of '[redacted] Heat & Air' here in Savannah UNLESS I HAD RECEIVED THE SERVICE TICKET EMAIL FROM ORHP. That makes that individual your local agent; what is more, ORHP has paid [redacted] and now [redacted] upwards of $1700 for the various service calls to my A/C unit. Because YOU have paid them in my stead, they are your agents, plain and simple. I know my business law.
 
The fact that, in one breath, you 'defended/validated' [redacted] and [redacted] Heating and Air and now, out of the other side of your legal face, are claiming that they are 'independent' contractors and if they do work illegally ORHP is not liable is ridiculous.
 
This has gone one long enough - not only the botched/illegal 'service' done/not done to our A/C unit - again, COVERED BY AN ORHP PLAN - but now this pre-litigation between us: $4500 is the number ORHP will pay-  an amount which will still leave me with a couple thousand to shell out myself to do the work LEGALLY, TO-CODE, and effectively.
 
You have until the end of the business day today (PST) to accept my terms. If they are not met, you will receive a Letter of Demand by week's end; in the meantime, I will prepare my paperwork for legal proceedings and will send a testimony of this entire fiasco to the realtors in the Greater Savannah area.
 
By the way, [redacted] - like [redacted] and like three other HVAC company representatives here in Savannah whom I consulted - 'praised' ORHP and other home warranty companies: it is because your companies contract low-bid, 'jack-rag' service providers that they come into so much work - redoing the faulty/illegal 'repair' jobs that ORHP et. al. has authorized and cheaply paid-out for.
 
For whatever reason, Mr[redacted], has chosen a) not to read my words clearly enough and b) not to continue using the Revdex.com as a third-party mediator. I cannot help but wonder why he has chosen to communicate directly with me and not to utilize the platform your organization offers.
 
In any event, here was his latest reply:
Mr. [redacted],
 
Based on your email,  I will advise Ms. [redacted] to send the settlement check for processing ,and you should receive a check for $2,767.50 within 20 days.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
 
Again, I do not understand why Mr. [redacted] believes that this 'solves' the matter between us. It seems to me as if he is cutting me off and telling ME that this is where it ends and that ORHP's terms are what I must accept.
 
Needless to say, I do not accept. Perhaps Mr. [redacted] realizes that the longer this case remains 'open' the more illegal practices I continue to uncover about ORHP and its contracted service providers.
 
My thanks for your continued interest in my complaint against ORHP.
 
Sincerely,
 
[redacted]

Plan [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the air conditioner; I reviewed the file and the technicians from [redacted] and [redacted] advised Old Republic Home Protection (ORHP) that the air conditioner is currently operating as designed, and...

there is no repair required at this time. 
 
ORHP, like other home warranty companies, base their coverage decisions on the diagnosis from their Service Providers. Since two companies have indicated no repair is necessary there were no repairs authorized. 
 
According to the file, on May 2, 2107, [redacted] spoke with my associate, [redacted], and advised her that the air conditioner was cooling properly at this time. [redacted] also advised [redacted] of the 30 day recall period outlined on page 7 of the Plan. If [redacted] has any questions, please advise him to contact [redacted] at [redacted] for assistance.
 
Should [redacted] require service to his air conditioner during the remainder of his Plan term, which expires on December 21, 2017, please advise him to contact ORHP and we will dispatch a Service Provider to provide service.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/30) */
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.
I have reviewed the file that indicates the service request was transferred to Cowtown Refrigeration & Air to repair the air conditioner, and I will follow up to ensure the service request is resolved in a timely manner.
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

RE:      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] 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, my associate, Mr. [redacted], has spoken with Mr. [redacted], and is following to ensure the service request is resolved in a timely manner.
 
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund the Trade Call Fee, and Mr. [redacted] should receive a check within 20 days.
 
If Mr. [redacted] has any questions, please advise him to contact Mr. [redacted] at [redacted] for assistance.
 
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

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]

Initial Business Response /* (1000, 5, 2016/02/15) */
Dear Ms. [redacted],
Please inform Ms. [redacted] the reimbursement check was mailed to her on February 10, 2016. If she has any questions, please advise her to contact us at 800-[redacted] for assistance.
Sincerely,
[redacted]
Plan...

Compliance Manager
Initial Consumer Rebuttal /* (2000, 7, 2016/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will wait for the check.

Initial Business Response /* (1000, 5, 2015/11/20) */
Plan XXXXXXXX
Dear Ms. [redacted],
Please advise Mr. [redacted] that I will mail him an explanation why he was not eligible for renewal.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial...

Consumer Rebuttal /* (3000, 7, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is ok from them to take my money and sell me a policy but it is not ok for me to use that policy as if I did, they have the right to refuse my renewal. This is one sided policy that only serve them and not the business their are in.
If every warranty company has this attitude and business practice, there will be no need for their services or their existence.
Old Republic is in a hurry to sell you their policy and take your money, but the minute you use their services they have the right to refuse you. This is not fair practice and insurance companies that have this policy should be penalized. I can understand raising the cost of a policy for someone who abuses their services or high risk (older) homes. But refusal of renewal is something that is unethical.
Final Business Response /* (4000, 9, 2015/11/25) */
Dear Ms. [redacted],
We understand that Mr. [redacted] is dissatisfied with our decision to not renew his Plan.
In reviewing the coverage we've offered over the last year, we have received $535 in Plan fees, and paid out almost $4,000 in service cost, for a loss ratio in excess of 800%. For that reason, we have made the decision to not offer renewal.
We apologize for any inconvenience this [redacted] cause Mr. [redacted].
In the event he wishes to maintain your home warranty coverage, he [redacted] wish to contact another Home Warranty Company to obtain coverage. We recommend visiting the National Home Service Contract Association website at homeservicecontract.org for a list of reputable companies. We do not suggest companies that sell home warranties strictly over the Internet, as many are not properly licensed and/or regulated as required.
Please be aware that we suggest that Mr. [redacted] renew with another company prior to his Old Republic Home Protection Plan expiration to reduce the potential of an increased rate or a lapse in coverage.

While our goal as an organization is to serve others with a "People Helping People" philosophy, we hope Mr. [redacted] can understand our position, and am sincerely sorry that we cannot offer a renewal for his home going forward.

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

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

[redacted]s letter.  I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement. Based on the information you provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.  I have reviewed the file and based on the circumstances that occurred, ORHP has agreed to provide Mr. [redacted] the balance of the Exterior Pipe Leak Coverage Plan limit. A check for $940 has been processed, and he should receive it within 20 days.   ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.  Best regards,    [redacted]Plan Compliance Manager Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/15) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; I have reviewed the file that indicates the Plan became effective on June 18, 2015. On June 20, 2015, Ms. [redacted] placed a...

service request that her downstairs air conditioner was not cooling properly. Old Republic Home Protection (ORHP) dispatched Northern Air, and their technician diagnosed there was a refrigerant leak on the service valve, and determined the leak was present prior to 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:
C) Have become inoperable due to normal wear and use, rust, corrosion, and chemical or
sediment build-up after the effective date of coverage. Pre-existing conditions are not
covered."
Please extend our apologies to Ms. [redacted] that the terms and conditions of the Plan did not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Ms. [redacted] has any additional information she believes should be considered, please advise her to forward it to me for review.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: The warranty company is providing false information regarding mis-diagnosis.  They stated to me on multiple calls that the 2nd and 3rd companies they sent out DID NOT TEST for a leaking evaporator coil.  Old Republic cannot claim the first diagnosis was wrong when they subsequent companies they sent out DID NOT TEST for the leaking evaporator coil.
I'll consider this resolved in totality only when Old Republic either replaces the evaporator coil per the recommendation of the first diagnosis, OR they send out someone to specifically test for a leaking evaporator coil (which they have not done to this point).  If that subsequent test finds there is no leak, I can accept this as closed.Sincerely,[redacted]

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


 
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
 
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
 
According to the file, on December 28, 2016, my associate, [redacted], spoke with [redacted] regarding the replacement of the package HVAC equipment, and will follow up to ensure it is installed in a timely manner.
 
If [redacted] has any questions, please advise him to contact [redacted] at ###-###-#### Ext. [redacted], or his Supervisor, [redacted], for assistance.
 
In addition, as a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund the Trade Call Fee, and [redacted] should receive the check within 20 days.
 
ORHP appreciates [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection