Franks Television

*** ***,
As previously expressed; we sincerely apologize the circumstances that have occurred, and I will agree to review a diagnosis by an Out-Of-Network Contractor (OONC) if *** *** does not agree with the diagnosis provide by Innovative Trades LLCOld Republic Home Protection will also agree to reimburse *** *** for the diagnosis, should she hire an OONC
Sincerely,
*** ***
Plan Compliance Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Antonio ***

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in ***’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 *** 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 Ms*** has been assigned to review the service request and resolve it in a timely mannerOn March 29, 2018, Ms*** left a message for *** to contact her at his earliest convenience to discuss a resolution of his service requestPlease advise *** to contact Ms*** at *** *** ***
ORHP appreciates *** 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/06/19) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the air conditioner and spa; 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*** 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 the repair of the air conditioner was completed by Air Supply Cooling, and the air conditioner is cooling as designedIf Ms*** requires service to the air conditioner, please advise her to contact us at XXX-XXX-XXXX for assistance
With regard to the spa; the file indicates that Desert Valley Pool was unable to locate a leak when they provided service, and when we spoke to Mr*** on *** 5, 2015, he advised us that the leak was intermittent, and he would contact us back if he required serviceWe have not heard from Mr*** regarding this matterIf the leak has reoccurred, please advise Ms*** to contact me at XXX-XXX-XXXX ext***, and I will contact an Independent Network Service Provider to provide a diagnosis
ORHP appreciates Ms*** 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate Mr***'s offer of assistance, I am frustrated by my recent encounter with himHe was incredibly disrespectful to both my husband and myself, which was a bit shocking as we've interacted with relatively polite people since having issuesMr*** on the other hand was out and out rudeFurthermore he misrepresented the spa issue as my husband called to complain about the lack of serviceAdditionally, the service provider did not do their job, so they should not have charged usHowever, even though the service provider admitted as much and did not even ask us to sign, Old Republic did charge us a feeMr*** misrepresented both the report and my husband's response in his statement aboveAlso, when we spoke with him, he made it clear that even if the service provider does not do their job, Old Republic does not send out additional service providers which seems disingenuousSince speaking with him, he did agree to send out a spa person, but was sure to charge us, which technically is fine though shows poor customer service since it was clearly their mistakeHe refused to address our air conditioning unitThe new spa person made a recommendation to fix, and did not show up until last Friday, which considering this has been going on since April is unacceptableWe await Old Republic's response as to whether or not they will include it based on our planI would ask that Old Republic change their appeal process because if they are going to send out under qualified providers, they are ultimately responsible for sending out additional providers for second opinionsAdditionally, I would ask Mr*** to put his ego aside along with his determination to always be right and actually listen to his customers' concerns in the futureEven if the customer is not right or he cannot fix their issue, he should treat customers with respectHe should not make snide comments suggesting the customer read the fine print or make sure the customer knows how ridiculous he thinks their claim is
Final Business Response /* (4000, 9, 2015/07/10) */
Dear Ms***,
Regarding the service request for the spa leaking water; I spoke with David, owner of Platinum Pool Repair, and when he serviced the Spa on July 5, he found no water leak, and advised Old Republic Home Protection (ORHP) that the Plan Holder had not seen a water leak eitherIn addition, he also found an air tube switch was not operating properly, however, the air tube is not accessible so further diagnosis was not possible
Please refer to the Swimming Pool/Spa Equipment coverage that states we cover:
"Above ground and accessible working parts and components of heating and filtration system
Although Platinum Pool Repair has invoiced ORHP for his diagnosis, and their diagnosis was the same as the first Service Provider dispatched by ORHP, as a gesture of goodwill the Trade Call Fee was waived
If Ms*** has any future need for service, please advise her to contact our Customer Service Department at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to draw attention, once again, to Mr***'s double speak here that both misrepresents ORHP's intentions and how we have responded to issuesFirst of all, on the spa, as a consumer, I would consider buttons to be both "above ground and accessible," as I can see and touch them, even if they might have to open something to fix the air pumpSecond, Mr*** acts as though it was our responsibility to determine what was wrong with our spa before they sent someone outOur spa randomly emptied itself of water, back in April, (please note it took until late June for ORHP to send someone back out)We assumed it might be a leak, but nonetheless our spa was not workingThe first guy they sent had no business making a report at all, as all he did was tell us home warranties don't actually pay to fix issues, which is accurate from our experience with ORHP, but not helpful in fixing our spaAnd there is something wrong, even if we, being teachers and not spa repairmen, were mistaken about the leakORHP still won't fix it, using the misleading language that was not on the tiny pamphlet where you check a box for spa, not above ground portions of spa, that we ordered their warranty fromFurthermore, the buttons are above ground, as is all the equipment, so I still fail to understand why ORHP won't fix itOf course, no one even called to tell us their decision, we found out by reading Mr***'s response, so our understanding is clearly not their priorityThey really should cover it and not use misleading language on their sales pamphletsAlso, they waived the first contractor fee, but Mr*** himself made it clear he was charging us the fee to send someone else out, which was the contractor who found the air pump issueWe received a bill in the mail and we sent in a checkSo Mr*** is either mistaken or referring to the first service because we were chargedHonestly, we feel like anything that goes wrong with the spa will be deemed "inaccessible," and would like a refund of the money we paid to add on the spa coverage or we would like them to fix the issue
Additionally, I would like to go back to the issue of our air conditioning unitAs I mentioned in my original complaint, our unit broke for the third time on June 13thThey patched a leak, I assume because ORHP would not pay to fix or replace the leaking part because a patch was cheaperOur unit broke again on July 5thThey sent someone out nearly hours later, which is itself an issue as we live in ***Their contractor refilled the Freon and said that things would be fine, and that our "unit icing over was normal" and "happens sometimes." Not even two hours later, our unit was frozen solid again, which we felt was decidedly not normalBecause we had lost faith in ORHP'S contractors and did not want to wait another hours, we got permission to use an outside contractor and they told us they would reimburse usOur contractor told us that all the patch fixes had caused additional leaks and the whole cooling system needed to be replacedWe are waiting for ORHP to process our reimbursementORHP needs to hold up their end here and reimburse us for the unitIt needed to be done as a result of them choosing cheap fixes over necessary repairsI understand that they are a business whose goal is to make a profit, but it seems clear to me that their bottom line is at the expense of the consumerPlease reimburse us for the air unit

Initial Business Response /* (1000, 5, 2015/10/09) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the plumbing stoppage; 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
I have reviewed the file that indicates that the Out-Of-Network Plumber hired by Ms*** had to remove the toilet in order to clear the stoppage
Please refer to page of the Plan under the covered section of the Plumbing Coverage that states:
Drain line Stoppages which can be cleared through an accessible, existing ground level cleanout (main line) or removable p-trap (branch line) with sewer cable; including hydrojetting if stoppage is unable to be cleared with cable
Please extend our apologies to Ms*** that the terms and conditions of the Plan do not provide coverage in this situationWhile 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
Best regards,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ORP, sent a couple of plumbers to the house who reported back to them explaining the situation to themThey could ve just told me right from the beginning they the warranty did not cover that , instead they unprofessionally handled the situationThey told me to hire a outside contractor to do the job but they are refusing to reimburse meI have the audio recording of the plumber explaining to the orp personel why he had to pull the toilet to clear the blockage
Final Business Response /* (4000, 9, 2015/10/14) */
Dear Ms***,
Please extend our sincere apologies to Ms*** that the Service Providers dispatched did not recognize that it would require the removal of the toilet in order to complete the repair
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is very insulting that the plan consulting manager is saying that the dispatcher had no idea that it required the removal of the toilet for the repair to be completedORP had sent several contractors to my home who were unable to do the repair because their contract with ORP did not include them removing the toilet to fix the relief blockage which was related to them in my presence by phoneAt that point the dispatcher told me to get an outside contractor to fix the problem and they would reimburse meI was unable to find a contractor since it was a Sunday so I called them back and the dispatcher told me he found a plumber and he was on his way to my home, well that contractor never showed upI called orp again and this time the dispatcher was very rude to me and showed no empathy when I told her there was sewage backing up from my toilet and tub and that my house stinksI even explained to her that I ve a child with a breathing problem and I need this thing fixed as soon as possibleHer response was for me to get and outside contractor as indicated by the previous dispatcher and submitt my receipt for reimbursement and hang up on meThe next day the sent me a work order for three different plumbers and later cancelled all three stating those plumbers do not fix mainline stoppageIt was their dispatchers who told me to get an outside contractor so I really do not understand why they would not honor their promise

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the water heater and gas leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in *** ***’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 *** *** provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments
According to the file on April 23, 2018, the service request was transferred to Express Plumbing and service was scheduled for April 24, Should *** *** have any questions regarding her appointment, please instruct her to contact Express Plumbing at for assistance.
ORHP appreciates *** *** 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/18) */
Ms***
Revdex.com
RE: Plan # ***
Dear Ms***,
Regarding the service request for the oven; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances
outlined in Ms*** 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*** 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***, has spoken with Ms***, and will follow up to ensure the service request is resolved in a timely mannerIf Ms*** has any questions, please advise her to contact Ms*** at *** Ext*** for assistance
ORHP appreciates Ms*** 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,
***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business did nothing to resolve the issue and had the same response as when I filed the complaintThis company has numerous complaints! I have now been without an over longer than a month!
Final Business Response /* (4000, 9, 2016/01/25) */
Dear Ms***,
Please extend our apologies for the delay obtaining the repair parts for Ms*** ovenAlthough efforts are made to obtain parts from the independent suppliers, occasionally delays occur that we have no control over, and that are unacceptable to Old Republic Home Protection and our Plan Holder
According to the file, my associate, Ms***, is following to ensure the service is completed as quickly as possible once the parts are available to the Service Provider
If Ms*** has any questions, please advise her to contact Ms*** at
*** Ext*** for assistance
Sincerely,
***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/26) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Ms***'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*** 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***, has spoken with Ms***, and will follow up to ensure the service request is resolved in a timely mannerIf Mr*** has any questions, please advise her to contact Ms*** at XXX-XXX-XXXX Ext*** for assistance
ORHP appreciates Ms*** 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response at this timeAs of today, we are still waiting for the AC to be repairedWe are scheduled for the repair todayI will update my comment when/if the repair is doneThe issue that I have is with ORHW and how they handle warranty claimsORHW has very poor communication and customer serviceYes, the first technician didn't do their job and didn't come out when called back but ORHW never called to see if the job was completed and satisfactoryI or my husband had to make all of the calls to ORHWTheir Purchasing Team was no betterIt took them over a week to research the compatibility of a evaporator coil/ compressorIn 103+ heat in Texas, this is unacceptableORHW should have provided other living accommodations or supplied a window unit at best
Final Business Response /* (4000, 9, 2015/08/28) */
Dear Ms***,
I have confirmed with Winco AC that the repair was completed and the air conditioner is operating as designedPlease extend our sincere apologies to Ms*** and her family, for the inconvenience as the result of the circumstances that occurred
If Ms*** has any questions, please advised her to contact my associate, Ms***, at
XXX-XXX-XXXX Ext*** for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2015/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Plan ***
Dear Revdex.com,
Please advise *** *** that the checks were mailed on June 8, to his home address
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/12/07) */
Ms*** ***
Revdex.com
Plan XXXXXXXX
Dear Ms***,
Regarding the service request placed on November 25, for the water heater; I have reviewed the file that indicates the Service Provider advised Old Republic Home Protection
(ORHP) on November 25, 2015, that the water heater was still under manufacturer's warrantyBased on the information from the Service Provider, we advised Mr*** that the Plan does not cover systems or appliances that are under a manufacturer's warranty
Please refer to page of the Plan that states:
"GENERAL LIMITATIONSTHIS PLAN DOES NOT COVER:
FSystems, appliances or components covered by an existing manufacturer/
distributor/ or other warranty."
Please extend our apologies to Mr*** that the terms and conditions of the Plan do not provide coverage in this situationWhile 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
ORHP values Mr*** as a customer, and we hope that he realizes the value of the Plan and the many benefits it provides
If Mr*** has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Complaint: ***I am rejecting this response because: When we purchased a contract from Old Republic Home Warranty they didn't tell us that we have get an independent out of network party to assess an issue with a simple service request, we are already spending a lot of money by having a contract with them, we shouldn't be paying any extra for a simple fix, the reason they denied our service because my contract had about two weeks to expire, attached are the receipts for the parts I had to purchase to do the repair myself, this doesn't include any labor, I expect them to pay me back for the cost of the parts otherwise I have to take this case to the court.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/06/19) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the request for reimbursement for service completed to the air conditioner by an Out-Of-Network Contractor; please refer to page of the Plan that states:
"We will
not reimburse you for services performed without our prior authorization."
In addition, the Plan expired on *** 6, However, strictly as a matter of goodwill, Old Republic Home Protection agrees to review the diagnosis and invoicePlease advise Mr*** to provide me a legible copy of the diagnosis and invoice for review, and I will contact him within five business days if the Plan will cover the repair
Please advise him to forward the information to:
Old Republic Home Protection
P.OBox
San Ramon, CA XXXXX
Attn: *** ***
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

RE: Plan # ***
Dear Revdex.com,
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 *** *** 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 *** *** 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
According to the file, on July 3, 2017, my associate, *** ***, Call Center Manager, spoke with *** *** and will follow up to resolve her service requestIf *** *** has any questions, please advise her to contact *** *** at *** *** *** for assistance
ORHP appreciates *** *** 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Dear Revdex.com,
Please advise Mr*** to mail me a legible copy of the diagnosis and invoice from his contractor, for my review, to the following address:
Old Republic Home Protection
*** *** ***
San Ramon
Attn: *** ***
Sincerely,
*** ***
Plan Compliance Manager

Complaint: ***I am rejecting this response because: The pool filter is aged out and due to wear and tear it is breaking downOld Republic initially claimed the pool filter was not level and this not the problemThen after my pool tech mailed them a letter describing the problems they claimed they agree and that is what their tech told themMs*** consistently claimed in the beginning it was because the pool filter was tilted. The pool filter is very old and under the warranty it needs to be replacedI feel they are forcing me to litigate this matter and I am very disappointed in them. Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

RE: Plan # *** Dear Revdex.com, Regarding the service request for the pipe leak; 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. As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Mr***’s request to waive the Trade Call Fee ORHP appreciates Mr*** 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, *** ***Plan Compliance ManagerOld Republic Home Protection

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the garage door opener; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in *** *** 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, *** ***, Call Center Supervisor, spoke with *** *** on July 11, and agreed to provide service so it could be determined if the Plan would provide coverage for the failure of the garage door opener
If *** *** has any additional questions, please advise him to contact ORHP at *** for assistance
ORHP appreciates *** *** 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Complaint: ***I am rejecting this response because: This company reimbursed me for what I paid to an out of network plumber only because I filed a complaint. The 1st plumber did not stay long enough to even ask for it plus he lied to me. When ORHP reimbursed me they should have either deducted the trade fee from the reimbursement or said in their response that this would be due. I accepted their settlement thinking that was all there was to it. Then they came up with the late notice about it after I signed acceptance. They should have told me about it at the time they paid the full reimbursement In the past, when I have had a claim the reimbursement is paid when the tradesman came to my residence and I have never had a claim denied for "not normal" before so when I appealed and got the response they would reimburse me with no mention of a trade fee and it said in the settlement this would be all of it I accepted all of it at face value. The settlement could have stated there would be the trade fee once I received their check, or deduction of the fee would have been taken then. I do not believe it is my fault they omitted telling me at the time of settlement nor that I should have known it was due because this was out of network plumber and I had filed a complaint about the denial and since they didn't tell me at the time of settlement why would I think anything except the settlement agreement was all of it
Sincerely*** ***

RE: Plan # ***
Dear Revdex.com,
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 *** *** 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 *** *** request to refund the Trade Call Fee, and she should receive the check within days.
According to the file, my associate, *** *** has spoken with *** *** to provide assistanceIf she has any further questions, please advise her to contact *** *** at *** Ext*** for assistance
ORHP appreciates *** *** being a valued customer the last three years, and 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,
*** ***
Plan Compliance ManagerOld Republic Home Protection