Franks Television

Complaint: [redacted]I am rejecting this response because: It is apparent that Mr. [redacted] and I both remain resolute in our differing opinions on the action(s) taken by Old Republic Home Warranty regarding my claim. I will not respond to any future emails relating to this matter. I have also come to the conclusion that home warranty policies written by Old Republic are probably not worth the paper on which they are written. Thank you Revdex.com for your efforts in this matter.Sincerely,[redacted]

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.
 
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.
 
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor [redacted] request to waive the Trade Call Fee.
 
ORHP appreciates [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/17) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner and Plan renewal eligibility; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our...

sincere apologies for the circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file that indicate my associate, Ms. [redacted], has spoken with Ms. [redacted] and will follow up to resolve her service request in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
In addition, I have reviewed the Plan renewal eligibility, and noted that at this time, the Plan is eligible for renewal, and will not be ineligible based on the service to the air conditioning system.
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, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My air conditioner is still has not been repaired. And my biggest concern at this time is the fact that my air conditioner has been running continuously for months of June and July. I've addressed this concern with [redacted] at Old Republic; I've even sent copies of my APS electric to bill to show the drastic increasing. Currently, I have another AC company attempting to fix the unit. Until my ac is back operational, I cannot close this case. I appreciate, Old Republic extending the opportunity to renew my plan. I plan to renew my policy with Old Republic.
Final Business Response /* (4000, 9, 2015/07/31) */
Ms. [redacted],
I reviewed the file and my associate, Ms. [redacted], spoke with Ms. [redacted] on July 25th. According to the file, Ms. [redacted] was provided a verbal diagnosis and estimate of $2,500 from Ms. [redacted]
Out-Of-Network Contractor, and has requested this information in writing. Once she receives the written estimate, Ms. [redacted] will issue Ms. [redacted] a check for $2,500.
Ms. [redacted] will also work with Ms. [redacted] to discuss her electric bill and the renewal of her Plan.
If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the 3.5-ton [redacted] heat pump condenser installed by an Old Republic Home Protection (ORHP) network Service Provider in 2011, and [redacted] belief that they installed undersized equipment; I have reviewed the file that indicates the...

original heat pump condenser was a Trane model TWX42C100A0. According to Trane, this is a 3.5-ton heat pump.
 
In accordance with the Plan coverage, ORHP does not match the brand of the equipment, but we do provide coverage to install equipment that match the features, capacity, and efficiency of the original equipment. 
 
Please refer to page 8 of the Plan that states:
 
“1. General Limitations. This Plan does not cover:
 
O. 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.”
 
If [redacted] has any additional information he believes should be considered, please advise him to forward it to me at the address below for review.
 
Old Republic Home Protection
[redacted]
San Ramon, CA 94583
Attn: [redacted]
 
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

RE:      Plan # [redacted] Dear Revdex.com, Regarding the service request for the dishwasher; 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, Ms. [redacted], spoke with Mr. [redacted] on August 9, 2017, and is following up to ensure the service request is resolved in a timely manner. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at ###-###-#### Ext. [redacted] for assistance.  ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.  Best regards,    [redacted]Plan Compliance ManagerOld Republic Home Protection

Just want to confirm that our plan will be cancelled Just wanted to confirm that we will be out of contract without further payments based on #3 on page 9 of the contract that states "plan will be cancelled based on mutual agreement".Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

[redacted]
Revdex.com
 
Re:      Plan [redacted]
 
Dear [redacted],
 
Regarding the service request for the water heater, and [redacted] belief that the previous Service Provider that serviced the water heater had installed the water flex lines...

incorrectly, and his displeasure having to pay for non-covered costs to install the new water heater; I have reviewed the file that indicates my associate, [redacted], Call Center Manager, reviewed the file and determined the previous Service Provider had installed a new thermocouple, and not water flex lines. 
 
With regard to the non-covered costs necessary to install his new water heater; please extend our apologies that the terms and conditions of the Plan do not provide coverage for all the costs necessary to install the new water heater. 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 [redacted] has any additional information he believes should be considered, please advise him to forward it to me at the address below.
 
Old Republic Home Protection
[redacted]
Attn: [redacted]
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/18) */
Ms. [redacted]
Revdex.com
RE: Plan # [redacted]
Dear Ms. [redacted],
Regarding the service request for the ceiling fan; 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.
According to the file, my associate, Ms. [redacted], is following up to ensure the service request is resolved in a timely manner. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at [redacted], or contact me at Ext. [redacted].
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding [redacted] indicating she did not receive a copy of her Plan, and her request for reimbursement for repairs completed by an Out-Of-Network Contractor (OONC); I reviewed the file that indicates Old Republic Home Protection (ORHP) received...

the Plan fee on October 31, 2016, and the Declaration sheet and Plan were mailed to [redacted]’s home address on November 15, 2016.
 
With regard to the request for reimbursement in the amount of $466 for the repair to the air conditioner completed by an OONC; according to the file, although the Plan does not provide reimbursement for repairs completed by an OONC without our prior authorization, my associate, Ms. [redacted], reviewed the file and agreed to reimburse what our cost would have been for the covered repair ($238), had ORHP been contacted to provide service. The file indicates that a check in the amount of $238, less the $100 Trade Call Fee, was processed on August 20, 2017. [redacted] should receive the check within 20 days. 
 
Please extend our apologies to [redacted] that the terms and conditions of the Plan do not provide additional coverage for 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 [redacted] has any questions, please advise her to contact Ms. [redacted] at [redacted] for assistance. 
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/06/10) */
Plan XXXXXXXX
Dear Ms. [redacted],
The following is an email sent to Mr. [redacted] on June 10, 2015, by the President of Old Republic Home Protection.
Mr. [redacted],
I am sincerely sorry that you believe our company to be acting...

deceptively. That is not who we are as an organization. For ease in addressing your concerns, I have used a numbering system below:
1) [redacted] is our Claims Manager who, in addition to other responsibilities, handles any correspondence received regarding claims issues. That is why he responded to your communication.
2) We do not inspect the homes for which we provide coverage. We provide coverage in good faith, and rely on our Plan Holders to provide honest input at the time of their service request. According to our documentation from your initial service request, we were advised that the close of sale was 5/14/2015 and the last the ceiling worked for anyone was 4/11/2015 (the date of the inspection). I believe our service agent was in error to deny coverage based on these facts, since you stated the ceiling fan had been working prior to close and you had no knowledge it was not working upon the effective date of coverage. For that reason, this would be considered an "undetectable pre-existing condition" and we should have dispatched a Service Provider.
3) We later dispatched a Service Provider who identified that the circuit was installed improperly, and therefore not covered by the Plan.
Coverage was properly denied in this case, as our ABC's of coverage clearly state that items must be B) "correctly installed" to be covered.
4) I have accessed our website (orhp.com) and do not see that our marketing brochure has been removed.
5) I have been in this Industry for 35 years and can assure you our competition's coverage is the same as ours. I have personally checked every competitor's Plan today: American Home Shield, First American, 2-10 Home Buyer's Warranty, HMS, Home Warranty of America, and none cover improper installation, and their coverage for undetectable pre-existing conditions matches ours. As the third largest home warranty company in the U.S., we take pride in our coverage and service offering.
6) Our product provides the most coverage, at the most reasonable price we can offer, based on losses in the Kansas/Missouri market, which last year ran approximately 62% of Plan fees paid back to Plan Holders in the way of claims. I would venture to guess that is the highest percentage payout of any home warranty company doing business in your state.
7) I am very interested where you found the first link in your email, as that is a Contractor Guideline from 2008/2009 (iterations past), which I can't seem to locate anywhere. If you could please advise how you were able to find that, it would be helpful, as it should be updated with current information.
I understand your frustration over this matter, and am, again, sincerely sorry that you feel we are taking advantage of unsuspecting consumers with a Plan that provides little coverage. As mentioned above, I have worked for Old Republic Home Protection 35 years, 13 of it in the Service Department, and the remainder as President. I take great pride in the company we are, and the positive difference we try to make in our Plan Holder's lives.
I know that you have asked to cancel the Plan, and we will honor your request, however I believe that you [redacted] find this coverage will come in handy over the course of the year, and that you [redacted] regret cancellation.
To clarify, if you cancel at this time, you will receive $450 - $50 (cancellation fee) for a net refund of $400.
As a good will gesture, I would be willing to offer you that same amount at time of your Plan expiration if you don't use the coverage for any other purpose during the term of the Plan.
You can't lose!
You basically receive an opportunity for free coverage for the term of coverage, and if you never use the Plan, I will refund you (upon your request by responding to me via this email on or around 5/18/16), $400 at time of expiration.
If you do use the Plan, then no funds would be due to you.
It's your choice, but there is no downside to you with this offer.
Please advise me, at your convenience, as to your decision. You [redacted] either 1) cancel now and we'll refund you $400, or 2) maintain coverage and if you use the coverage, great for you, and if you don't, then we will refund you $400 in [redacted] 2016.

[redacted]
President
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/06/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Satisfactory resolution based on refund offered.
Still feel their marketing is deceptive and fine print needs further definition before customers accept terms and conditions.

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the service request for the pipe leak, and payment of the trade Call Fee; please extend our apologies for the circumstances that occurred. I have reviewed the file and it is noted that the Trade Call fee, which is similar to an insurance...

company deductible, had not been paid on this service request.
 
Please advise [redacted] to refer to page 7 of the Plan that states:
 
“You are responsible to pay a TRADE (SERVICE) CALL FEE (TCF) when the Service
Provider arrives at your home. The TCF (or the actual cost of service, whichever is less)
is due for each dispatched service request by trade (plumbing, electrical, appliance,
heating/air conditioning, etc.). Service work is guaranteed for 30 days. The TCF is due
whether service is covered or denied. Essentially, when we incur a cost of service, you
are responsible for a TCF.
 
Please advise [redacted] to submit payment of the Trade Call Fee at her earliest opportunity to bring her file current. If she has any questions, she can contact our Accounting Department at [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/17) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms.[redacted],
Regarding the service request for the microwave 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 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.
Please advise Mr. [redacted] that I have dispatched A & B Appliance to return to his home and diagnose his microwave oven, and they will contact him to schedule an appointment. If Mr. [redacted] would like to contact them directly, they can be reached at XXX-XXX-XXXX.
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

Hello,
Our Plan contract number is [redacted]. The policy is in my husband's name. I have attached the plan coverage declaration for your viewing. Since we submitted the complaint this past Sunday, we have had additional contact with our home warranty company. [redacted] that is handling our case called...

my husband on the 13th and proceeded to tell my husband that she has other customers that are without air as well and she has been out due to the fact that she has had recent trouble with her children. She told my husband, [redacted] after a heated discussion that she was going to close out our case and would be mailing a check even though she didn't care if we decided to cash it or not. My husband hadn't consented to the cash out offer at that time, but we found out that she had subsequently called the service provider, [redacted] with [redacted] to go to our home and pick up the unit. [redacted] then called my husband and told him what he was ordered to do and my husband told him not to come onto our property due to the fact that we hadn't consented to close our case. Later that afternoon, [redacted] from ORHP called my husband with a completely different attitude and was suddenly apologetic for all we had gone through and was offering to have the unit installed for $650. We have been treated poorly. We consented to the price reluctantly despite the fact that we have now been through multiple providers ranging from quotes of $1020, $2000 and now $650. We had asked that she provide us with documentation of where in our policy that stated we would be responsible for the modifications that were necessary to adapt the unit and were never provided with that. As you can see in our policy, it doesn't state anything about any out of pocket expense for the required modifications.
 
Thank you for your attention to this matter,
 
[redacted]

Initial Business Response /* (1000, 5, 2015/12/10) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the plumbing system, and Mr. [redacted]'s request for reimbursement for service provided by an Out-Of-Network Contractor (OONC); 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 circumstances occurred, and the information outlined in Mr. [redacted]'s letter, please advise him to provide me copies of the plumbing repair invoices from his OONC for my review. Below is my mailing address.
Old Republic Home Protection
P.O. Box 5017
San Ramon, CA XXXXX
Attn: [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 Consumer Rebuttal /* (3000, 7, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks for the reply. I will send a copy of the requested documents, alternatively is there an e-mail address I can send copies to as well to expedite the process?
Thanks!
Final Business Response /* (4000, 18, 2016/01/05) */
Dear Ms. [redacted],
In order for Old Republic Home Protection to assist Mr. [redacted], we must speak with his Out-Of-Network Contractor; as of today we have not be able to contact him. Mr. [redacted] is assisting with our efforts to speak with the contractor.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 22, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that Old Republic desires to discuss services rendered with the out of network contractor I used but at this point in time, I'm still out of the money I wasted because Old Republic's contractor misdiagnosed my issue and said the home warranty protection wouldn't cover my issue. I've done everything in my power to assist old republic in establishing communication with the contractor I used but at the end of the day my issue is with their contractor misdiagnosing my plumbing issue which was a huge mistake.

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

outlined in [redacted] letter.
 
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
Based on the information [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.
 
With regard to canceling the Plan; ORHP values [redacted] as our customer, and we hope he realizes the value of the Plan and the many benefits it provides. However, if he still wishes to cancel the Plan, please advise him to provide a written request to ORHP at the address below, fax the request to [redacted], or email it to [redacted], and the Plan will be cancelled in accordance with the terms of cancellation outlined on page 9 of the Plan.
 
Old Republic Home Protection
[redacted]
San Ramon, CA 94583
Attn: Cancellations
 
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

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the toilet wax ring seal and payment of the Trade Call Fee; 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.
 
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Ms. [redacted] request to waive the Trade Call Fee.
 
ORHP values Ms. [redacted] as being our customer the past six years, and we appreciate her taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

[redacted]
Revdex.com
 
Plan [redacted]
 
Dear [redacted],
 
Please extend my sincere apologies to [redacted] for not being aware the replacement of the blower motor has not been completed. I re-reviewed the file and she is correct, the blower motor has not been installed. According to the technician from Sellers Heating & Air (Sellers), there are electrical wires that need to be moved in order for him to gain proper access to install the new blower motor. [redacted] was advised once she has the wires moved, to contact Sellers or Old Republic Home Protection, to schedule an appointment to complete the repair.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: this is a flat out lie on old republics behalf. If cold air is blowing out of my roof through the damper it has been installed incorrectly. The technician who came out told me that it was installed improperly and should not have been installed in the first place. He also told me that he thinks old republic is switching his words around. I have requested a 3 way call to verify but old republic says they can't reach the technician when they try. I find this hard to believe seeing as I have been able to reach the tech every time. The technician also stated it is hard for him to remember the specifics for the job seeing as it's been so longs since he has been out (due to old republic dragging their feet) I would also like to point out that they would like me to pay for a service call to remove a part that they acknowledge they installed but claim they do not cover. Old republic is being dishonest about the whole situation. I still have yet to receive any work orders for the work performed. If they provided the work order it would prove they installed a part that they should have never added to my system. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/28) */
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 spoken with Mr. [redacted], and advised him that I have dispatched Lee's Heating and Air Conditioning to provide a diagnosis of the air conditioner water leak. If Mr. [redacted] has any questions, please advise him to contact me at XXX-XXX-XXXX 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 Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its good potential that a manager from old republic called me last week and that he promissed to send another trusted contractor to assess the AC water leak on my property. However I will meet the new contractor on site to see and I hope I hear good rational of this leak and how can we manage it. I want to trust the OR again and let it continue to maintain the houses I own. Just a reminder I am an ultimate customer and my AC unit and the ducts r included in my policy and I hope the OR will do the right decision to resolve my problem. Last week also my claim for service was denied for the other house but this [redacted] be because the needed plumbing work was outside the house
Final Business Response /* (4000, 9, 2015/09/01) */
Dear Ms. [redacted],
Mr. [redacted] has an appointment September 1, 2015 with Lee's HVAC to service the air conditioner and provide Old Republic Home Protection a diagnosis. Once we have received the diagnosis, Mr. [redacted] will be contacted to discuss coverage.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the dispute still between me and the old republic as far as it refuses to carry the responsibility according to the contract between me and them.I asked for my complain 3 things repair, replace, or give my money back. 6 months now I have 3 contracts with 3 houses, I asked 3 times for service and the 3 times I was denied including this one of the AC. So, the old republic got more that $1200 and 3 times visit with $180 and I got nothing for God sake.
only I got some sweet words from one of its managers that he will send another contractor to diagnose,,,well and good,,, what did he say after the visit,,, he said that he found out the cause of the problem of the AC leak dropping over my house the cause is the AC needs leveling. and this is the 4th diagnosis I heard from the technicians of the old republic and neither of (all these disorders were included in my policy) when I thanked him for his diagnosis he he told me don't thank me before managing this leak. I told him well and good. talk to the old republic manager and tell him this diagnosis.
after 2 days the manager called me denying my service as the diagnosis was not included in my policy which is solely includes two things written on the first page 1- the AC 2- the swimming pool.
after that I told the manager ok while the technician diagnosed the leveling disorder in my AC I would like him to fix it and I will pay him directly. the manger told me that "it is not necessary this technician u can find another". for God sake ,, the other people diagnosed the AC drain pan is dripping on my house and the AC must be replaced so how can I convince them to do leveling. I tried to call the technician that diagnosed the leveling issue and he was vanished like others,,, these companies for courtesy to the old republic and to maintain their business with the old republic they should not cost the old republic much money yet they keep their services and the customers go to hill. this is the story in brief. I am not satisfied with all the scenario that was acted by the manager and the friendly companies he is hiring. I want to see one service from the old republic but I couldn't get any.
I still want a mediation or arbitration to get my rights from the old republic. the old republic guys dont have a middle solution and they dont like it while the denial will cost them nothing. they are experts not in home protection but in creating excuses to escape the responsibility. although I will not be able to let the tenants in the house more than that. I waited almost one month because of the old republic and at the end I will replace my AC myself only what I got is the delay.
thank you again the Revdex.com. u tried your best and I appreciate it.

Initial Business Response /* (1000, 5, 2015/07/30) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the upstairs air conditioner; I have reviewed the file and according to the technicians from Daniel's Heat & Air, and Speedy Electric and AC, the air...

conditioner has no mechanical malfunction and is operating as designed.
In addition, I spoke with the technician from Speedy Electric and AC, and he advised me that he completed a thorough diagnosis of the air conditioner system, and it had a 17 degree temperature split, which is within manufacturer specifications, and also inspected the attic ducts and diagnosed they are intact and operating as designed.
If the Plan Holder has 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
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
29 amps when 30 is the max means it is clearly not running properly. My children are sleeping in a sweat lodge. Please do the right thing!!
Final Consumer Response /* (3000, 19, 2015/12/02) */
I canceled my service over the phone and specifically asked how much my refund would be. When I got my letter in the mail, it did not match.
I spent several months haggling with this company over my air-conditioner that did not work. After several visits to my house they finally fixed the air-conditioner but it actually wasn't fixed. I canceled my service and I called and asked how much I would be refunded. I was told that my payment would be prorated based on how many months I'd use and how many were left in the year. I was told that I would be charged a $50 cancellation fee, and I explained the air-conditioner situation and told them that I would be disputing the $50 because of the lack of help that I see from the company and the incompetent people they sent to work on the house. Apparently those people that work in customer service are also incompetent because, not only did I not receive a refund, they told me that I owed money because of services that they had done during the year. The representative on the phone gave me wrong information, and what I am demanding is that I receive a prorated amount of what I paid versus what was left in the year. Because they never fixed the air conditioner and because of the incompetency of the people they sent out, I also want to be refunded the $50 cancellation fee. This business should not be in existence and others should be and will be warned. They were terrible to work with, and they never fixed a single thing in my house that was supposed to be fixed. For example, my icemaker went out and they did not fix the ice maker. They told me that they just couldn't fix it and that was the end of it. My pool pump was leaking, and it never stopped leaking, and when I got tired of having to come home from work to meet contractors, I hired somebody myself to change the seal and fix the leak. I hope they will do the right thing and refund the money they owe me.
I would like a refund for the portion of the year from the date of cancellation.
Final Business Response /* (4000, 21, 2015/12/03) */
Dear Ms. [redacted],
Please extend our apologies for the circumstances related in Ms. [redacted]'s letter. If she has invoices for repairs completed by an Out-Of-Network Contractor for a covered system or appliance that she believes are covered by the Plan, please advise her to forward them to me for review at:
Old Republic Home Protection
P.O. [redacted]
San Ramon, CA XXXXX
With regard to the request to cancel the Plan; please refer Ms. [redacted] to page 9 of the Plan that states:
"Texas Residents: You may cancel this Plan at any time for any reason. If Plan is
cancelled after the initial seven day cancellation period, the homeowner shall be
entitled to a pro rata refund of the paid Plan fee for the unexpired term less service
cost and a $50 administrative cost incurred by us."
If Ms. [redacted] has any questions regarding the terms of cancellation, please advise her to contact the Accounting Department at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection