Franks Television

Complaint: [redacted]I am rejecting this response because: there has been a serious lack of follow up. I'd like to point out the fact that this has been an open issue since May, it is now September and they refuse to take accountability and fix the issue they created. To imply that old republic is trying to fix this issue in a timely manner is an absolute joke. My family and I are out thousands of dollars and have not been able to use our home in a comfortable manner throughout the summer.[redacted] This home is in Arizona where the temperatures get above 120 degrees and when we are there there is no escaping the heat. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/24) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; I have reviewed the file that indicates the Independent Network Service Provider diagnosed that the air handler failed and...

had to be replaced. As a result, even though the heat pump condenser did not fail, a Florida Regulation requires that the heat pump condenser must also be replaced.
Please refer to page 8 of the Plan that states:
"General Exclusions:
B. If additional costs are incurred in order to comply with regulations, we will not be
responsible for the added expense."
According to the file, on June 12, 2015, my associate, Ms. [redacted] spoke to Ms. [redacted] and she agreed to accept $756.50 as cash settlement for the air handler replacement, which represents our cost for the covered repair. In addition, and strictly as a matter of goodwill, Ms. [redacted] also provided Ms. Solana an additional $250. The file indicates a check for $1,006.50 was mailed to Ms. [redacted] on June 17, 2015.
Please extend our apology that the terms and conditions of the Plan did not provide coverage in this situation. While the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If 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
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Original call for service was June 4, 2015, when a/c quit working. June 12, 2015, is when they offered a settlement for the air handler, still denying replacing entire unit & stating I would have $4900 out of pocket to get the a/c running as required by State Regulations & per their In Network Service Reps recommendations. I am not satisfied as there is no mention of the poor service re: delay in phone calls, 9 days without a/c, the In Network Service providers both indicating the entire a/c needed replaced based on age and condition of the units (which I have in writing from one of them), Ms [redacted] stating to add coolant was "illegal" when it is not and appears was stated to avoid paying for the expensive coolant to be added, therefore, leaving us with no a/c for 9 days. As mentioned in the original complaint, coolant was added on Day 10 by a reputable company and our a/c cooled for 3 days until new a/c at our expense was installed. The In Service Network Provider could have added coolant on the first visit and we would not have been without A/C for 9 days. ORHP representatives would not call back when they said they would and a day or two would pass. All the while, our home was 87-90 degrees, our daughter & I became ill with a sinus infection which required time off work, doctors' visits and antibiotics. I also had to take time off for the Service Reps to come out twice & spent countless hours waiting on phone calls from ORHP to get our A/C working. It seems to be a tactic used by the company to stall as long as they can because a family can only go so long with no a/c in June in Florida. They provided no service except their In Network providers using keywords "improper installation" (after 23 yrs a/c working) and relying on fine print to deny paying. How ethical is it when their "In Network Service Provider" comes into our home, looks at our A/C, states the entire thing needs replaced but wont be covered under warranty because it was improperly installed? Why is their service provider, whom is said to be independent, telling us it is not covered under warranty (is he trained to use keywords that meet denial criteria?) That was our first encounter with this issue. I called ORHP after the first Service Provider left and was told by [redacted], Authorizing Agent, it was denied and denials do not get reversed and they did not have to pay. [redacted] was very rude and argumentative when I was persistent in wanting to speak to a supervisor. [redacted] put me through to [redacted] whom stated he was a supervisor. [redacted] was going to investigate and call me back first thing Monday morning. Never heard from him again. I called several more times and finally spoke to Ms. [redacted]. In the end, it was determined it wasn't improperly installed. After 9 days of disputing, they paid $1006 for partial replacement. Therefore, it is no surprise ORHP refused to replace the entire A/C, denying it on fine print in the warranty. How can this company provide a warranty in the State of Florida but not have to comply with State Regulations? This appears to be something the Attorney General's Office needs to review as consumers are paying for a warranty that does not comply with State Regulations. I believe Ms. [redacted] lied about it being illegal to add coolant, yet telling me to do it on the side and pay out of pocket (should have realized then it was a tactic to avoid paying for expensive coolant). Her dishonesty contributed to 9 days without Air Condition in our home. I am seeking reimbursement for our out of pocket expenses for the A/C to be replaced entirely (which is still less than if they used their In Network Service Providers to replace it). I believe I could seek additional reimbursement in small claims court for the illness expenses related to no a/c during high pollen counts which we are allergic to, dishonesty re: coolant being added, and time off work for a 2nd opinion when it is reasonable to believe a unit in place for 23 yrs exceeded it's life time regardless of installion. (I work 12 hr shifts and can not take off partial days, therefore missing 24 hrs for Service Reps to come out and additional time off for illness). All seem to be stalling tactics in my opinion as each day that passed [redacted] a hot miserable day in our home. All of which could have been avoided had Coolant been provided by the In Network Service Rep on June 5th.
Final Business Response /* (4000, 9, 2015/06/26) */
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you 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.
As mentioned in my previous response, 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.
As for adding refrigerant when it is known that there is a leak in the system; the EPA has strict guidelines with regard to adding refrigerant when it is known that the refrigerant (which is an Ozone depleting chemical), will leak once it is installed in the system.
Again, we apologize the Plan did not cover all the costs associated with this service request

Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. [redacted], in the end, we were lied to and went 9 days with no a/c only to be told our out of pocket expense would be $4900 with Old Republic paying $1006.00, after two of their Independent Service Contractors said the entire A/C needed replaced based on age, wear and tear and condition. Old Republic refused to pay for the entire A/C, which is required by Florida State Regulations, as the fine print in their contract reads they do not comply with State Regulations. That is the loophole they used to not have to replace our A/C. As previously stated, this loophole was used after others were initially stated to deny the warranty claim. To me, it seems as soon as the unit needed replaced, ORHP "Denied" the claim in a manner that is very familiar to them starting with the Independent Contractor they sent out, onto their Authorizing Agent and continuing with the Escalation Supervisors. As far as the EPA Regulations and refrigerant being added (which was completely within regulations according to EPA Section 609 Clean Air Act) - again, an excuse to not pay. In my opinion, based on my experience, this company is unethical and does not care about the well being of their customers (adding refrigerant on the first service call would have been the right thing to do instead of saying it was illegal). Expensive maybe, but not illegal. I will contact the Attorney Generals Office re: the handling of this claim as I do not understand how ORHP does not have to comply with State Regulations on items they warranty. It is also a great concern of mine that ORHP is dishonest with their customers. Also, in question, is the relationship they have with the Independent Contractors. What are the technicians taught to say and do when they come out? Are they coached in a manner that is not in the best interest of the consumer? Do they service ORHP customers differently than they do other customers during their service calls. Had I been paying for the service call, would refrigerant have been offered to get our A/C running until it could be replaced? I think Yes, as [redacted], Esc Supervisor, told me it was illegal but to pay cash out of pocket to have coolant added. It is all questionable and seems unethical to me. Thank you Revdex.com for the prompt responses of this claim.

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

sincere apologies for the circumstances outlined in [redacted] letter.
 
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
 
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
I have reviewed the file that indicates the technician from Protech Appliance Repair diagnosed that an improper hard start kit was installed on the refrigerator, which resulted in the failure of the compressor.
 
Please refer to page 8 of the Plan that states:
 
“1. GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
 
E. Improper repair/installation/modification of the covered item.”
 
With regard to [redacted] request to cancel his Plan; according to the file, the Plan was cancelled effective September 12, 2016 in accordance with the terms of cancellation outlined on page 9 of the Plan.
 
Please extends our sincere apologies to Mr. Perry that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.  
 
Sincerely,   
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/11/24) */
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]' 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.
In order for a Service Provider to be in our Independent Service Provider Network, proof of General Liability Insurance (GLI) must be provided to ORHP, listing us as Additional Insured. In the event allegations are made against an Independent Network Service Provider for causing secondary or other damages during or after the performance of service, a claim must be filed with the appropriate GLI Company representing the Independent Network Service Provider, and settlement, if any, must be negotiated with them directly.
Although ORHP mailed Mr. [redacted] a letter in September 2014, outlining the steps to take to resolve this situation directly with the Service Provider and his General liability Insurance (GLI), we have contacted the GLI carrier for the Service Provider on behalf of Mr. [redacted], and opened a damage claim.
Once I have the claim adjusters name, contact information and claim number, I will forward it to Mr. [redacted] so he can follow up directly with the adjuster.
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, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DO NOT ACCEPT THE RESPONSE.
I WAS TOLD THAT I WILL BE GIVEN THE NAME OF AN ADJUSTER AND THEN I CAN GET WRESTLING WITH THEM FOR MY MONEY.
As I understand the response, I am to use more of my time and energy to try to get the insurance people for the Hvac company named [redacted] to give me the $1375.00 I am owed. The owner of that company was completely rude and told me I wouldn't get a penny out of him for the damages he caused.
These are the people OLD REPUBLIC USES FOR THEIR WORK. This man knows they screwed up because he sent his worker to replace the condensate pipe.
YET, BUT FOR ORHP I WOULD HAVE NEVER MET THESE PEOPLE.
WHY ARE SUCH PEOPLE IN YOUR NETWORK?
AM I TO BELIEVE THAT AFTER HOME REPUBLIC BRUSHES ME ASIDE, AND NEXT MARINA BRUSHES ME ASIDE, THAT NOW AN ADJUSTER FOR MARINA WILL TREAT ME KINDLY AND FAIRLY?
I HAVE NO CONFIDENCE THAT ANY HELP WILL BE GIVEN FROM AN ADJUSTER.
THIS IS SLOPPY AND POOR FORM AND HORRIBLE BUSINESS.
IT IS THEREFORE OLD REPUBLICS RESPONSIBILITY TO COMPENSATE ME AND THEN OLD REPUBLIC CAN SEEK INSURANCE MONEY TO REPAY THEMSELVES FROM THIS MAN AND HIS COMPANY.
IM OWED $1375.00.
THERE WILL BE NO RESOLUTION UNTIL THE ENTIRE AMOUNT IS PAID IN FULL FOR THE DESTRUCTION OF MY PROPERTY.
THE DESTRUCTION OF MY PROPERTY SHOULD BE TAKEN SERIOUSLY BY OLD REPUBLIC AND ANY COMPANY THEY ENDORSE...
THE REPONSE WILL BE ACCEPTED WHEN I AM COMPENSATED FOR THE MONEY I SPENT TO FIX MY HOME.
THAT AMOUNT IS $1,375.00 DOLLARS.
The only other way I can see a different angle is if I contact the adjuster and that person tells me they will compensate me 95% and old republic covers the last 5% to make it complete....
That keeps the burden off of me and my family...
Thank you
Final Business Response /* (4000, 17, 2016/01/13) */
Dear Ms. [redacted],
Regarding the damage claim filed on behalf of Ms. [redacted]; Old Republic Home Protection is not following on the progress of her claim, and the resolution of her claim is between Ms. [redacted], and the Service Provider and their General liability Carrier.
As stated previously; any questions regarding the status of the damage claim, or settlement discussions, is between Ms. [redacted], the Service Provider and their General Liability Insurance (GLI).
Ms. [redacted] has indicated she has spoken with the adjuster, [redacted], and further questions and follow up need to be made with her.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 21, 2016/01/15) */

Dear Revdex.com,
 
I spoke with [redacted] today and we arrived at an accord with regard to reimbursement. I have processed the check and he should receive the check within 20 days. If he does not receive the check, please advise him to contact me.
 
sincerely,
 
[redacted]
Plan Compliance Manager

Initial Business Response /* (1000, 6, 2015/07/22) */
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.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Mr. [redacted]'s 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 9, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr. [redacted]'s response is acceptable. Thank you for your time and efforts.
Thanks,
[redacted]
Final Consumer Response /* (2540, 13, 2015/07/27) */
After this complaint was filed, I was able to get get a callback from Tenesha at ext. 7883 (07/21 6PM EST). She stated that she would send this back to the accounting team to cancel the full $82 bill. She was not able to provide this in writing or send me an email on it. I will continue to pursue with the accounting team to get confirmation that this bill has been canceled. Once I can be provided confirmation of this, I will consider this issue resolved.
Final Business Response /* (2600, 15, 2015/07/28) */
Dear Ms. [redacted],
I reviewed the file that indicates my associate, Ms. [redacted], emailed the Plan Holder a receipt on July 22, 2015, acknowledging there are no funds past due on this Plan. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response at this time, until further actions take place, because:  1) After many calls placed to different members of Old Republic, including a customer service rep who told me that my side was a matter of opinion and their tech was licensed and trained, I was able to work my way up the ladder and reach someone's voicemail who had someone else return my call (I assume it is who was referenced in their response), she was willing to listen to my concerns and offer to send another Tech.   2) The appointment was still never officially set up 3) Today I was able to call and speak to the company they are sending and the woman who answered claimed to not have a work order but, after explaining my situation, said she remembers speaking to old republic but never received a work order from them, but was willing to work with me & supposedly try to get me on the schedule promised by old republic and try to get someone here.  
I also tried returning a missed call from someone in response to this complaint which is pending a message I left & awaiting that return call.
I have a tentative appointment pending a work order for this upcoming Thursday with a company who, unfortunately, has just as bad reviews and complaints (but I will not make any judgements until I, myself have had the opportunity to meet with them).  I am not willing to settle this matter until after someone actually arrives & I have the opportunity to speak with the new company.  As I stated in my original complaint, this unit has a long standing service provider with close to 5 star reviews who never documented a unit install issue in the 10yrs the unit has been in this home (in opposition to the service providers old republic uses with under 2 star reviews and all very similar complaints).
I am willing to settle this complaint if/when a qualified technician arrives that can answer our questions/concerns.
If old republic is willing to help remedy this issue I am willing to resolve complaints with them...but it would actually have to 1st be followed through on their end before I can do that.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/03/23) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the garage door opener; I have reviewed the file that indicates the technician from A-1 Door Service diagnosed the limit switch for the...

garage door opener failed and required replacement. In addition, the garage door springs and rollers failed and must be replaced. Since the Plan includes coverage for garage door springs under the Ultimate Protection optional coverage, Old Republic Home Protection (ORHP) authorized the replacement of the springs, and the replacement of the limit switch for the garage door opener. Coverage for garage door rollers are not listed as a covered item in the Plan.
Please extend our sincere apologies to Mr. [redacted] that the terms and conditions of the Plan do not provide coverage for garage door rollers. 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.
According to the file, on March 22, 2016, my associate, Ms. [redacted] spoke with Mr. [redacted] and provided him the option of A-1 Door Service completing the covered repair, or a settlement of $180, which represents our cost to complete the repair. Mr. [redacted] advised her that he would call her back with a decision. Please advise Mr. [redacted] to contact Ms. [redacted] at XXX-XXX-XXXX Ext. 1198 at his earliest convenience, and she will provide assistance to resolve the service request in a timely manner.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Before I set up the appointment with a 1 I called old republic to check on coverage and was told both spring band rollers were covered so I set the appointment and paided 100 dollars since I was told it would be covered she did offer the 180. But I paid the 100 deductible so I would get i0 dollars towards the cost of about a 400 dollar job. I was lied to about the time frames when a 1 contacted them and told me they were coming out to replace both items after several calls they were caught in several lies I understand if things were not in a contract but when you call and ask if covered before any appointments are set up and deductibles are paid they should cover what they said and the lady was very clear both items were covered this is not accectable
Final Business Response /* (4000, 15, 2016/03/29) */
Dear Ms. [redacted],
As previously referenced, the garage door rollers are not included with the Plan coverage. Please advise Mr. [redacted] to let me know if he wishes to pay for the replacement of the garage door rollers, and ORHP will cover the garage door springs and garage door opener limit switch, or if he wishes to cancel the service request, as a gesture of goodwill I will refund his $100 Trade Call Fee.
Sincerely,
[redacted]
Plan Compliance Manager
Final Consumer Response /* (4200, 19, 2016/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do believe these calls are recorded please ask to hear them when I called and requested service this was ask if covered and I was told yes before I paid the $100 this will end where the confusion came in. This has gone on way too long I need this fixed asap

Plan [redacted]
 
Dear Revdex.com,
 
Please extend our apologies to [redacted] that we are unable to honor her request for reimbursement in accordance with the terms of coverage. Old Republic Home Protection (ORHP), like other home warranty companies, require that we are provided the opportunity to provide service, which enables us to determine coverage, obtain a second opinion when necessary, and to minimize costs. As stated in the Plan, we provide 24/7 service to our Plan Holders and would have expedited [redacted] request for service had she contacted ORHP to place a service request.
 
Please advise [redacted] if she requires service during the remainder of her Plan term, to please contact ORHP at [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Hi Ms [redacted],I don't believe Old Republic is understanding that I had opened the dishwasher several times After March15,2015 and No Water was seen so the warranty was in effect then. The water was not noticed until approximately a week later.They are putting words into my mouth and making their own assumption.I ask again that they pay for the repair that is being done today and I will forward invoice to appropriate address when they give you or me the informationAgain, thank you Ms. [redacted] in helping us to resolve this issue[redacted]

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


 
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
 
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
Based on the information [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
 
According to the file, my associate, [redacted], has been assigned to review the service request and provide assistance to [redacted] to ensure that the service request is resolved in a timely manner. If [redacted] has any questions, please advise him to contact [redacted] at [redacted] Ext. [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

Initial Business Response /* (1000, 5, 2015/07/06) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the garbage disposal; I have reviewed the file that indicates the plumber diagnosed that the garbage disposal failure was not the result of...

normal wear. Please extend our sincere apology to Mr. [redacted] that the terms and conditions of the Plan did not provide coverage in this situation. While the intent of Old Republic Home Protection (ORHP) is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
According to the file, on July 2, 2015, ORHP received a request from Mr. [redacted] to cancel his Plan, and the Plan was cancelled effective June 30, 2015, in accordance with the terms of cancellation. The Plan fee refund will be mailed to Mr. [redacted] within the next ten business days.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

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

other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
 
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
Based on the information 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 provide an additional $500 toward the slab leak repair, and Ms. [redacted] should receive a check for $850 within 20 days.
 
If Ms. [redacted] has any questions, please advise her to contact me at [redacted].
 
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/10) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
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 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.
According to the file, my associate, Ms. [redacted], has been assigned to follow up to ensure the service request is resolved 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, as a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to waive the Trade Call Fee for the service request placed on July 7, 2015.
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, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is appreciated that one trade fee is going to be waived as a goodwill gesture. We still believe that more should be done as multiple vendors went out to repair the same problem that occurred a year ago, caused one insurance claim and now additional repairs for the exact same thing. Needless to say neither myself nor the owner is happy with the customer service they have provided.
Final Business Response /* (4000, 9, 2015/07/21) */
Dear Ms. [redacted],
Please extend my sincere apologies for the circumstances that have occurred, and advise Ms. [redacted] this situation has been brought to the attention of the appropriate Managers. We sincerely appreciate her taking the time to bring this to our attention.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/11/09) */
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]' 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.
I have reviewed the file that indicates my associate, Mr. [redacted], spoke with Ms. [redacted] on November 6, 2015, and will follow up to resolve her service request. If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I should never had been told I did not have a valid policy,, never have been put on hold for 58 minutes, and never been told I was to be reimbursed at a reduced rate, I have been told that I will receive full reimbursement. It's just a shame a consumer has to get nasty, loud, and fight for what is owed.

Complaint: [redacted]I am rejecting this response because
When I  originally purchased  my  home  and  when I  renewed twice the  policy  was to include  all  appliances  and  electrical components. That was  not  the case when I  needed service on  my washer and  doorbell. Also  beside  that I  called  more  than 3 times  and  spoke  to  3 reps  who  pulled  my  policy  and  confirmed  when  I  asked  if  there were any cancellation fees and  surprises I  would  see.  I renewed mid June this bis  August.  You too  350.00  already  in  two  months.  Premium  for the  year is  525.00. I  was  on a  3  installment  pay  arrangement.  In only had  the  plan fully  for a  little  over 1 month. Not only was  in told by  3 people in wouldn't  have a cancellation fee  due to recently  renewing  no one said  anything  about the  mission  170.00  charge. I doesn't  seem  right for me to have  had  taken 350  from  account and  get  59.00 back  from it b with only  1  to  2 months  of  service. Also when my  monthly premium was 43.75 and  48.75 with an  installment fee.  You  guys  specifically say  you  can cancel at anytime  with no  penalty??  What is the  50.00  and the  random  170.00  it sounds  like  a penalty  to  me. In ask  this  every year  and  have  been told  that for about  4 years. My plan and  your company could not  provide a  service  I was  paying  for so I needed to find  one that  did.  I'd like  my money back less the two monthly  payments for half of  June  and  all  of  July and part of August.Sincerely,[redacted]

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the service request for the air conditioner; I reviewed the file that indicates my associate Ms. [redacted], spoke with the tenant Mr. Dixon on April 3, 2018, and he advised Ms. [redacted] that he had not operated the air conditioner for over a year, and when he turned it on the beginning of March, 2018, it did not cool the home.
 
Since [redacted]’s Plan did not become effective until March 3, 2018, coverage was denied based on the terms and conditions of the Plan. Please refer to page 7 of the Plan that states:
 
“We will provide service for covered systems or appliances that malfunction, and are
reported, during the term of the Plan that:
 
B) Were correctly installed and working properly on the effective date of the Plan, and
 
C) Have become inoperable due to normal wear and use (including rust, corrosion, and
      chemical or sediment build-up), after the effective date of coverage. Pre-existing
      conditions are not covered.”  
 
In addition, on April 2, 2018, Old Republic Home Protection received a written request from [redacted] to cancel his Plan, and the Plan refund was mailed to him on April 4, 2018.
 
If [redacted] has any questions, please advise him to contact me at [redacted].
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: It is their responsibility to check the National Do Not Call List before calling someone, I will not provide my phone number so someone else can use it to call me.  There would not be an issue if they followed the law.  I can confirm that they did in fact call me as that is how I found out who they are, by calling them back to see if it was a real number or not.  Once I found out I filed this complaint.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/25) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
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 Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
According to the file, my associate, Mr. [redacted], Senior Authorizer, has spoken with Mr. [redacted], and has been assigned to follow up to ensure the service request is resolved in a timely manner. If Mr. [redacted] has any questions, please advise him to contact Mr. [redacted] at
XXX-XXX-XXXX Ext.[redacted] for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

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