Franks Television

Initial Business Response / [redacted] (1000, 5, 2015/08/20) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the dishwasher; on behalf of Old Republic Home Protection (ORHP) and its employees, please accept our sincere apologies for the circumstances outlined in Ms [redacted] ' letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments I have reviewed the file that indicates on August 19, 2015, my associate, Ms***, spoke with Ms [redacted] to schedule an appointment with Sears, and Ms [redacted] advised her that she would contact Sears to schedule the appointment ORHP appreciates Ms [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I accept the apology, however I would like to have the trade call fee waivedI have a family of 5, and we have been without this dishwasher longer than what would be considered a minor inconvenienceI have since rescheduled, but had to push the date back even further due to financial constraintsIs it possible to have the trade call fee waived? I believe that this situation would warrant itAlso please note that Mr [redacted] called, not MsNo offense taken, just a note Final Business Response / [redacted] (4000, 9, 2015/08/26) */ Ms [redacted] , Please advise Mr [redacted] that the Trade Call Fee has been waived as a gesture of goodwill Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Final Consumer Response / [redacted] (2000, 11, 2015/08/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Plan [redacted] Dear Revdex.com, Regarding the service request for the kitchen refrigerator ice maker, and the pool equipment; I have reviewed the file that indicates on January 3, 2018, my associate Ms [redacted] , Customer Support Supervisor, spoke with Ms [redacted] and advised her that since the repair parts for her ice-maker were no longer available, that we would provide her a settlement of $280.78, which represented the estimated cost of a new ice-maker The file indicates that on January 10, 2018, a check for $was mailed to Ms [redacted] With regard to the pool equipment; the file indicates that the repair of the water leak was completed by Crystal Pool Service on August 31, If Ms [redacted] still has a need for service during her Plan term for her pool equipment, please advise her to contact our Customer Service Department at [redacted] to place a service request If Ms [redacted] has any questions, please advise her to contact me at [redacted] Ext*** Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2016/02/02) */ Ms [redacted] Revdex.com RE: Plan # [redacted] Dear Ms [redacted] , Regarding the service request for the heating system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr [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, Ms***, has been assigned to review the file and resolve the service request as soon as the replacement heat exchanger is availableIf Mr [redacted] has any questions, please advise him to contact Ms [redacted] at [redacted] 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 Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) it is ok, a shame it takes me posting on FB & Revdex.com to get someone to even addressBottom line it is taking too long and they should have replaced the entire unit which could have already been done but they are trying to save money at the consumers expense & sufferingHopefully it will be resolved soon **

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 #on page of the contract that states "plan will be cancelled based on mutual agreement".Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/11/09) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the HVAC thermostat; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr***'s letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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 As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor your request to waive the Trade Call Fee 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

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the downstairs and upstairs air conditioners; 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 HoldersAlthough 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, ORHP advised [redacted] from Essn Bee Heating and Cooling that the new air conditioner for the downstairs area was ready to be picked up at the supplier, and he advised us that he would contact ** [redacted] to schedule the installationIn addition, [redacted] advised us that he diagnosed the upstairs air conditioner and it was operating as designed If ** [redacted] has any questions regarding the scheduling of the installation, please advise him to contacts Essn Bee Heating and Cooling at [redacted] ORHP appreciates ** [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Plan [redacted] Dear Revdex.com, Regarding the service request for the air conditioner, and replacement of the compressorPlease extend our apologies to Mrand Mrs [redacted] for any inconvenience that occurred as the result of the service request placed by Mrand Mrs*** ORHP, like other home warranty companies, uses Independent Network Service Providers (INSP) to service our Plan HoldersAlthough 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 With regard to the purchase of the compressor; ORHP, like other home warranty companies, rely on the information provided by the INSP to determine the equipment that needs to be orderedThey are the experts with regard to the equipment that is required to properly repair a covered system or appliance As for delays completing service; since we utilize independent companies and we exercise no supervisory control over the service they provide (i.ewe do not control the time, manner or material used to provide service), ORHP is not responsible for delays rendering service or any neglect with regard to the service provided Please refer to page of the Plan that states: “GENERAL EXCLUSIONS: DWe do not pay, nor are we liable, for secondary or consequential loss or damage; personal or property loss or damage; or bodily injury of any kind EWe are not responsible for a Service Provider’s neglect or delay; or their failure to provide service, repair or replacement; nor are we responsible for any delay in service, or failure to provide service, which may be caused by conditions beyond our control, such as, but not limited to, parts on order, labor difficulties, or weather.” Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

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 $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 replacementOld 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 repairMr [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 itMr [redacted] was offered a settlement of $140, less the technician’s $service charge, which represents what our cost would have been to complete the repairMr [redacted] was mailed a check for $on July 20, 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 $Trade Call Fee, and he should receive a check within days Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2016/02/15) */ Dear Ms [redacted] , Please inform Ms [redacted] the reimbursement check was mailed to her on February 10, If she has any questions, please advise her to contact us at 800- [redacted] for assistance Sincerely, [redacted] Plan Compliance Manager Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will wait for the check

Complaint: [redacted] I am rejecting this response because: 03/10/Contractors board forced [redacted] Heating and Cooling to install a new AC unit on my roof provided by Lennox even though everyone involved in this issue believes Old Republic should be responsibleThis took me two weeks of writing complaints and having my family in a house without heat while Old Republic did nothing and said it was not their problemBoth [redacted] and Lennox state Old Republic failed me and it was supposed to be Old Republic to satisfy my claim by replacing the bad unit and NOT THEMThe unit was delivered broken and a warranty isn’t supposed to replace a broken unit with another broken unitThe labor to replace the unit was the issue at handOld Republic stated they would not pay the labor or to swap out the bad unitOld Republic responded to my Revdex.com complaint trying to take credit for the replacement of the ACI am adding this comment today so you have it when they try to reply acting like they did something to fix the situationThey DID NOTHING except turn their back on meI would think the Revdex.com rating system would take this into consideration and downgrade their ratingOld Republic did nothing and had nothing to do with my AC being replacedI did that on my own with zero help from themI asked them to assist me and they said NOTurned their back on me and refused to discuss it any furtherLennox and [redacted] both ended up putting out the time and money to fix the situation under duress in order to get the heat back on in my home for my familyLennox did it voluntarily and Dan’s was forced by the Nevada Contractor’s board to provide the laborOld Republic did nothing so my complaint standsThe Revdex.com can confirm this with the following people:Dan’s Heating and Cooling [redacted] ; Lennox Area (Trouble shooting) supervisor [redacted] ; State of Nevada Contractors Board Investigator [redacted] [redacted] *** [redacted] ***They can start by refunding me my policy amount of $and then re-imburse Dan’s for the labor to replace the unit as well as the crane costsThis isn't right and not how a warranty is supposed to work Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the clothes washer; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms [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 since the delivery company has taken delivery of the clothes washer from the manufacturer, Whirlpool, there is a $re-stocking fee charged by Whirlpool to return the unitHowever, as result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor your Ms [redacted] 's request, and waive the re-stocking fee if she prefers accepting the cash settlement 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 / [redacted] (3000, 7, 2015/12/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was promised to be cashed out completely for the washing machine and told that I will receive a check this past weekNo check as of yet Final Business Response / [redacted] (4000, 9, 2015/12/28) */ Ms [redacted] , Please inform Ms [redacted] that the check was mailed to her on December 23, Sincerely, [redacted] Plan Compliance Manager Final Consumer Response / [redacted] (2000, 11, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Dear [redacted] Regarding the service request for the air conditioner; I have reviewed the file and the technician from Lake Front Air Conditioning, [redacted] , advised us that the damper installed by Ambient Edge Air was not done improperly, and the problem with the air flow has to do with the original design of the ductsThere was no authorization given or information that supports that the technician from Ambient Edge Air redesigned ducts when he installed the new evaporative cooler With regard to the damper installed by Ambient Edge Air; [redacted] advised us that the installation of the damper did not cause damage to the existing ducts, and if the Plan Holder wants to have the damper removed, his estimate is $As mentioned previously, as a gesture of goodwill, Old Republic Home Protection has provided [redacted] $500, which he can use, if he so choses, to have [redacted] remove the damper Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2016/03/29) */ Plan XXXXXXXX Dear Ms [redacted] , Regarding the renewal eligibility of the Plan; I have reviewed the file and determined that Old Republic Home Protection will agree to renew Mr***'s PlanIf he has not been contacted by ORHP regarding renewal, and he still wishes to renew his Plan, please advise him to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] 9:AM Keep this message at the top of your inbox Photos To: [redacted] Cc: [redacted] While I am sure your position will not change in at least extending my coverage for days, I think it would be good to hear from me regarding the entire sequence of events I was told that because I did not get prior authorization on more than one case, I would not be allowed to renewI am sure if you check your records you will find an email that I sent regarding one issue, and I can tell you that there never was a second time When my wife and I moved into our home, the former owner continued the home warranty she had with your company for about a year as part of our negotiation on the purchaseWe had never used a home warranty before so the process of filing a claim was new to meI was in the insurance industry for almost years, but I did not deal with this type of insurancePeople would incur a claim and then file the paper work after the event We noticed that a sprinkler was leaking, and I called a company and had it repairedI then called your company and told them of the problemI was told that since I did not get prior approval, the claim would not be paidI told them I was not aware of that, but that I understood and accepted that decisionThe individual then told me that since this was the first time, I should send in the bill and they would review the situationYour company then issued a check for payment of the claim, and again, you should have records of thatWhen I received the check, I emailed the individual and thanked that personIn that email, I again stated that I understood your policy and was more than willing to pay the claimAgain, you should have that email, or I would be more than happy to forward that to you Now on to the second so-called issueIf you state that I had another issue, that statement is disingenuous at the leastThe only other issue I could think of is a plumbing issueI had gotten the approval and had someone come to our homeI asked him to look at something elseHe told me that he would have to call in and get another approvalHe went out to his vehicle, and when he came back in, he told me that approval was givenHe then completed the workIf you are stating that this is a second claim without approval, then that problem lies with your company and or the individual that called in for the approvalIn no way was I responsible for that situation and accept no responsibility When I called your company and tried to renew, I was told I would not be renewedWhen I asked why not, I was told "I can't tell you"If you record your service calls, you will have a record of that comment as wellI pressed the individual about that comment and he only repeated the same comment, finally giving me the old blame the computer dodge Your offer to now make an exception and allow me to renew is just not acceptable, and I will not be renewing with your companyI just don't trust your company anymoreWill you look for another way to deny a claim or not renew us in the future? I just cannot take that chanceI do, however, believe the right thing for you to do is extend my coverage for at least the days after my notice of non-renewal, which I believe was received by me on, of all days, Easter SundayWhile you may not have to do this legally, it is the moral and right thing to doNone of these issues lie with meThey lie with either your service contractor, your individual that handled my call, and/or your customer relations department The rest is in your hands, I do fully expect that you will not take any action, but I suggest you look to do what is right [redacted] CC: Revdex.com Arizona State Insurance Department Final Business Response / [redacted] (4000, 9, 2016/03/31) */ Dear Ms [redacted] , According to the file; Ms [redacted] has been in contact with Mr [redacted] to address his concerns Sincerely, [redacted] Plan Compliance Manager Final Consumer Response / [redacted] (2000, 11, 2016/04/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I want to commend Old Republic on how they handled this entire issueI have been in contact with [redacted] She has be terrific in wanting to help me with this issueShe responded to my emails quickly and in some cases within an hourShe continued to keep the dialog open and truly wanting a solution to this and I felt that she was genuinely wanting to help meI have renewed my policy today in part because of how they were willing to help resolve the problemI think they have a customer for lifeThank you Old Republic and [redacted] !

Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ Ms [redacted] Revdex.com Plan XXXXXXXX Dear Ms [redacted] , Please advise Mr [redacted] that per his request, the Plan has been cancelled, and a Plan Fee refund of $will be mailed to him within the next ten business days If Mr [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for pest control; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms***'s letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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, we left a message for the Plan Holder's Out-Of-Network pest control company to contact us with their diagnosis, and we have not heard from themPlease advise Ms [redacted] to have them contact us so we [redacted] determine coverage As a result of the circumstances that occurred, I have waived the $Trade Call Fee ORHP values Ms [redacted] as a Plan Holder and we hope she realizes the value of the Plan and the many benefits it providesIf she still wishes to cancel her Plan, please advise her to mail us a written request, fax it to XXX-XXX-XXXX, or email it to [redacted] @orhp.com, and the Plan will be cancelled in accordance with the terms and conditions of the Plan 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 / [redacted] (1000, 5, 2015/06/19) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the clothes washer; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms [redacted] 's letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information Ms [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments I have reviewed the file that indicates my associate, Ms [redacted] has spoken with Ms [redacted] and will follow up to resolve her service request in a timely mannerIf Ms [redacted] has any questions, please advise her to contact Ms [redacted] at XXX-XXX-XXXX extfor 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] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate Old Republic's response to our situationI spoke with [redacted] and she was very kind and helpfulOld Republic offered to allow an outside contractor repair our washing machine at no extra cost to usOld Republic agreed to pay for the repair less the $service chargeWe found a company that could help the next day and now have an operable applianceThank you for your response and attention to our personal situation [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the water heater; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms [redacted] 's letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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 been assigned to follow up and ensure the service request is resolved in a timely manner 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

Complaint: [redacted] I am rejecting this response because: The repairs were completed by OONC a few weeks after ORHP refused to repair the systemOf course there would be opposing opinions but the fact that the system has been running fine after the OONC successfully diagosed and repaired it clearly indicates which contractor was correct Sincerely, [redacted] ***

[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 completedI re-reviewed the file and she is correct, the blower motor has not been installedAccording 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

Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner and payment of the Trade Call Fee; I have reviewed the file and the following is a brief summary of the service request 03/11/Plan becomes effective for the Plan Holder 06/11/Service request: air conditioner is not cooling Dispatched: Viking Heating & Air Status: the technician diagnosed the compressor required a hard start kitThe repair was completed and the air conditioner was operating as designed With regard to the Trade Call Fee; there is only one TCF due for each service request dispatched by Old Republic Home Protection, and the file indicates there is only one TCF that is past due regarding the service request placed on June 11, Please advise Mr [redacted] to remit payment at his earliest convenience If Mr***'s air conditioner has malfunctioned and he believes he requires service, please advise him to contact our Customer Service Department at XXX-XXX-XXXX for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr [redacted] did not address the double payment that his company wants me to pay themHe is trying to get by without adressing my facts/issuesHe did not address the fact that a representative from his company (that I spoke to) told me to have an air conditioning repair man come out to my house prior to calling Viking to perform a diagnosisBecause I followed old republics instruction, I was charged a $TCF that I paid to the initial air conditioning repair company, as stated in my first report to Revdex.comOld republic record fikes is not accurateViking did not make all the needed repairs as recommended by the first air conditioning repair company diagnosis, mr [redacted] did not adress this either or the bad service by Viking that Mr [redacted] endorses Please advise mr [redacted] that I would like to be reimbursed $for being charged twice by old republic for the same problem and for all the repairs to be made on my air conditioning unit as recommended by the first certified HVAC technician and please have mr [redacted] schedule a different air conditionong technician (not Viking) to come out to my house to make the appropriate repairs Thank you Final Business Response / [redacted] (4000, 9, 2015/09/18) */ Dear Ms [redacted] , Regarding the service request for the air conditioner; I reviewed the file and the only request for service or conversation in the file with regard to the air conditioner was placed on June 11, 2015, when Mr [redacted] requested service and Old Republic Home Protection dispatched Viking Heating & Air to complete the covered repairThe file does not reflect a conversation prior to June 11, 2015, or that ORHP advised the Plan Holder to obtain the service of an Out-Of-Network Contractor That said, due to an apparent miscommunication, ORHP has agreed to waive the $Trade Call Fee for the service provided by Viking Heating & Air As for the repair; according to Viking Heating & Air, the only repair required was to install a hard start kit on the condenserAfter the repair was completed, the air conditioner was operating as designedIf Mr [redacted] has a current malfunction of the air conditioner, please advise him to contact our Customer Service Department at XXX-XXX-XXXX for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Final Consumer Response / [redacted] (2000, 11, 2015/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I agree in part due to the fact that I informed ORHP over the phone that there were other parts that were recommended/required by a seperate certified technician that needed to be replaced on the air conditioner, those parts were not replaced by Viking even after showing Viking the prior certified technicians recommendations of replacement/repair of parts and service required for the air conditioner to be fixed properly Since ORHP is willing to meet me 1\way and waive the $fee, I am willing to waive the other parts that should be replaced at this time I have sent ORHP the $so that I would not have a "collection" on my credit reportPlease return that check to me, thank you