Franks Television

Complaint: [redacted]I am rejecting this response because:
I'm sincerely getting tired of this. Wile the invoice may be difficlut to read, I can make out under the "Diagnosis/Recommendation" section, the statement, "Replace homeowner prv"  that "WSR107 Locate and replace Pressure Regulating valve.  And it lists the standard  price as $786.51.  Under the section labeled "Invoice"  is again the code/ statement "WSR107 Locate and Replace Pressure Valve <illegible>" with a cost of $786.51.  Below that is a code/statement  "SDB122  Screen problem" which is listed as Free since we accepted his repair bill with a total cost to my household of $786.51. 
I'm not some kind of mysterious code breaker, I can read and I've NEVER found it necessary to leave any messages with ARS.  I simply called over and the manager there told me the only information the can provide is the same invoice I received.  I keep getting told by Old Republican Home protection they're leaving messages again and again and getting no response.  Something's obviously not right here and I'm not going to say it's the people that actually, and this time around competently, fixed the water pressure problem with my house.
Sincerely,[redacted]

Initial Business Response /* (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. [redacted]'s Plan. If 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 /* (3000, 7, 2016/03/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
9:30 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 30 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 renew. I 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 purchase. We had never used a home warranty before so the process of filing a claim was new to me. I was in the insurance industry for almost 20 years, but I did not deal with this type of insurance. People 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 repaired. I then called your company and told them of the problem. I was told that since I did not get prior approval, the claim would not be paid. I told them I was not aware of that, but that I understood and accepted that decision. The individual then told me that since this was the first time, I should send in the bill and they would review the situation. Your company then issued a check for payment of the claim, and again, you should have records of that. When I received the check, I emailed the individual and thanked that person. In that email, I again stated that I understood your policy and was more than willing to pay the claim. Again, you should have that email, or I would be more than happy to forward that to you.
Now on to the second so-called issue. If you state that I had another issue, that statement is disingenuous at the least. The only other issue I could think of is a plumbing issue. I had gotten the approval and had someone come to our home. I asked him to look at something else. He told me that he would have to call in and get another approval. He went out to his vehicle, and when he came back in, he told me that approval was given. He then completed the work. If 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 approval. In 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 renewed. When 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 well. I 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 company. I just don't trust your company anymore. Will you look for another way to deny a claim or not renew us in the future? I just cannot take that chance. I do, however, believe the right thing for you to do is extend my coverage for at least the 30 days after my notice of non-renewal, which I believe was received by me on, of all days, Easter Sunday. While you may not have to do this legally, it is the moral and right thing to do. None of these issues lie with me. They 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 /* (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 /* (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 issue. I have been in contact with [redacted]. She has be terrific in wanting to help me with this issue. She responded to my emails quickly and in some cases within an hour. She continued to keep the dialog open and truly wanting a solution to this and I felt that she was genuinely wanting to help me. I have renewed my policy today in part because of how they were willing to help resolve the problem. I think they have a customer for life. Thank you Old Republic and [redacted]!

Plan [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the air conditioner; I reviewed the file that indicates Old Republic Home Protection dispatched Landon HVAC to provide us a second opinion regarding the malfunction of the air conditioner.
 
If Mr. [redacted] has any...

questions with regards to scheduling service, please advise him to contact Landon HVAC at [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

RE:      Plan # [redacted] 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 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. According to the file, my associate Ms. [redacted], was assigned to review the file and will provide assistance to Ms. [redacted] to resolve her service request in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at [redacted] Ext. 1062.    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 ManagerOld Republic Home Protection

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the denial of coverage for the well pump chlorination system and payment of the Trade Call Fee (TCF); on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. Poe’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 Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the individual involved, ensuring she understands the result of her actions and comments.
 
According to the file, my associate, Mr. [redacted], has spoken with Ms. [redacted] and has agreed to review the file. Once his review is completed, Mr. [redacted] will contact Ms. [redacted] to discuss her request to waive the TCF. If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] 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, 2015/09/10) */
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 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.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund the Trade Call Fee, and a check will be mailed to Ms. [redacted] within the next ten business days.
According to the file, my associate, Mr. Balagtas, is following to ensure the service request is resolved in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. Balagtas 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

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]

Plan [redacted]  Dear Revdex.com, Regarding the service request for the air conditioner; I reviewed the file and on August 15, 2017, my associate Ms. [redacted] was assigned to review the file. According to the file, Ms. [redacted] concluded that the technician from Crump AC had informed us that...

replacing the air conditioner compressor was a viable repair. Based on their diagnosis, the compressor was replaced and the air conditioner was cooling as designed for the remainder of the Plan term.  Ms. [redacted] contacted Mr. [redacted] on August 16, 2017 and discussed the service request. If Mr.  Rodriguez has any further questions, please advise him to contact Ms. [redacted] at [redacted] Ext. [redacted] for assistance.  Sincerely,  [redacted]Plan Compliance ManagerOld Republic Home Protection

Initial Business Response /* (1000, 5, 2015/09/21) */
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]' 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, Sears provided service for the clothes washer on September 18, 2015, and they have ordered the repair parts. My associate, Mr. [redacted] has spoken with Ms. [redacted], and will follow up to ensure the service request is completed in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. [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 Business Response /* (1000, 5, 2015/09/29) */
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 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 Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Mr. [redacted], has spoken with Ms. [redacted], and will follow up to ensure that her service request is resolved in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. [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, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/01/04) */
Ms. [redacted]
Revdex.com

RE: Plan # XXXXXXXXX
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 Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file and 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.
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

Complaint: [redacted]I am rejecting this response because:
 
I have ave a home inspection document dated mid may stating the stove is in good working order, as well as a final walk through dated May 8th stating everything is in working order. The person on the phone didn't ever give me a chance to state that, he was too busy telling me how he wasn't going to cover anything. 
 
Either fix mh stove, and upgrade my package as compensation for your fault, or refund my money and I will use it to purchase a new stove. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/09/02) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the range, microwave oven, and clothes washer; 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.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.
According to the file, on August 31, 2015, Mr. [redacted] spoke with my associate, Ms. [redacted], and obtained the address to submit the repair invoices for reimbursement. If Mr. [redacted] has any questions, please advise him to contact Ms. [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

Complaint: [redacted]I am rejecting this response because:
after submitting the complaint the company called and said that they are unable to find anyone locally to fix the unit and would pay us $400.00. (mind you this is not a cheap range hood)  we told them that they were to fix or replace per the agreement. .  they said the unit was able to be fixed, they are just unable to find anyone to fix it , therefore they would be doing neither and the $400.00 was our only option.    Shortly after this the AC quit working, mind you the weather in phoenix is over 115.  They informed us that they wouldn't be able to get anyone out for several days and was unable to commit to how long it would be, just to have someone stop by, not necessarily fix. We couldn't wait so we had to take care of it ourselves.  I feel they should at least reimburse us for the cost if repairs if we have to pay for it our self. 
I am not understanding what the purpose of this home warranty is if they dont do anything .  They always recommend to buy these warranties as they are suppose to save you money and such ,.  I have rental properties and if I was to purchase for one of them it'd be a waste, as I have 48 hrs (by law)to fix the ac and some other life/safety items, they cant even commit to having anyone come out in 48 hrs, so to me they are just scamming people and this should be against the law. Sincerely,[redacted]

Re:      Plan #[redacted]
 
Dear Revdex.com,
 
Regarding the damage to the shower pan allegedly caused by service provided by Mr. [redacted] Plumbing, the Independent Network Service Provider dispatched by Old Republic Home Protection (ORHP), and Ms. [redacted] belief that...

ORHP is responsible to repair the damage; please advise Ms. [redacted] that 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.  Settlement, if any, must be negotiated with the GLI carrier or directly with the Service Provider.
 
Below is the contact information for the Independent Network Service Provider and their GLI Company:
 
[redacted]
 
Also, please refer to page 8 of the Plan under Limitations of Liability 4. D and E that states:
 
“D. We 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.
 
E. We are not responsible for a Contractor’s neglect or delay…”
 
Please extend our apologies to Ms. [redacted] 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.
 
If Ms. [redacted] has any additional questions, please advise her to contact me at [redacted].
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/23) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the dishwasher placed on June 19, 2015; 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.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to waive the $75 Trade Call Fee.
I have reviewed the file that indicates my associate, Mr. [redacted] Call Center Supervisor, will follow up to ensure the service request is resolved in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
ORHP values Ms. [redacted] as a customer, and we hope she realizes the value of the Plan and the many benefits it provides. If she still wishes to cancel her Plan, please advise her to mail a written request to ORHP, or fax the request to XXX-XXX-XXXX 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]
Claims Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: Old Republic last I spoke to them promised me a cash out amount of $305 to help me pay for my own service provider because after speaking to there provider it could be much more additional time before the repair could be made because of there providers availability and the repair was urgent and could no longer wait. I had the repair done the following day paying my myself out of pocket with the promise of Old Republic that I would be mailed  a check for  reimbursement. I expect Old Republic to honor there promise and mail me my check owed which does not even cover the cost of the repair I paid. Not to mention the the first service call fee, stress, and wasted time.Sincerely,[redacted]

Plan [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the dishwasher, water leak, toilet, water filtration system, and the water heater; I have reviewed the file and the following is a brief summary.  ...


 
08/31/16          Plan effective 
 
10/28/17          Service request: the dishwasher door was not opening properly and the racks will not stay on the rail.
 
                        Dispatched: High Quality Inc.
 
11/03/17          Status: the technician reattached the dishwasher rack to the rail and found no malfunction to the dishwasher door. He advised us that he tested the equipment and the dishwasher was operating properly. 
 
12/05/17          Service request: water leak in the master bedroom
 
                        Dispatched: BDB Home Services LLC
 
12/06/17          Status: the Plumber advised Old Republic Home Protection (ORHP) that he diagnosed there was no pipe leak within the home, and that the water was originating from outside the foundation of the home.  In accordance with the Plan, coverage was denied.
 
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:
 
A) Are installed for diagnosis and located within the interior of the main foundation of the home and garage (inside the load-bearing walls of the structure).”
 
01/04/18         Service request: the water filtration system was not operating properly, and the guest bathroom toilet was malfunctioning.
 
                       Dispatched: Loyalty Home Services LLC
 
01/10/18         Status: the plumber diagnosed the four stage water filtration system membrane had failed, and the water filtration system had to be replaced. ORHP authorized the replacement in accordance with terms of the Plan, and the water filtration system was replaced with comparable equipment.
 
                       The plumber also diagnosed that the downstairs toilet flapper and fill valve had failed and had to be replaced. ORHP authorized replacement of the components and the plumber confirmed that the toilet was operating as designed once the repair was completed.
 
04/07/18          Service request: water heater was leaking from the tank
 
                        Dispatched: Lawson Family Plumbing
 
04/10/18          Status: the plumber diagnosed that the water heater was leaking and had to be replaced. He also mentioned that the water heater was approximately a year old and still under the manufacturer’s warranty. In accordance with the Plan, coverage was denied.
 
Please refer to page 8 of the Plan that states:
 
“1. GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
F. Any costs related to servicing systems, appliances or components covered, in
whole or in part, by an existing manufacturer/ distributor/ or other warranty.”
 
Please extend our sincere apologies 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.
 
If **. [redacted] has any additional information he believes should be considered, please advise him to forward it to me at the address below. If **. [redacted] would like to discuss the service he has received, please advise him to contact me at ###-###-#### Ext. [redacted].
 
Old Republic Home Protection
[redacted]
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/09/10) */
Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the renewal eligibility of the Plan for Ms. [redacted]; according to the Plan file and a review of the coverage we've offered over the last two years, we have received $1,360 in Plan fees, and paid out...

almost $3,000 in service cost, for a loss ratio in excess of 160%. For that reason, we have made the decision to not offer renewal.
We apologize for any inconvenience this [redacted] cause Ms. [redacted].
In the event Ms. [redacted] wishes to maintain her home warranty coverage, she [redacted] wish to contact another Home Warranty Company to obtain coverage. We recommend visiting the National Home Service Contract Association website at homeservicecontract.org for a list of reputable companies. We do not suggest companies that sell home warranties strictly over the Internet, as many are not properly licensed and/or regulated as required.
While our goal as an organization is to serve others with a "People Helping People" philosophy, we hope Ms. [redacted] can understand our position, and am sincerely sorry that we cannot offer a renewal for this home going forward.

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

Initial Business Response /* (1000, 5, 2015/08/17) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the replacement of the air conditioner; I have reviewed the file and the following is a brief summary.
09/26/14 Plan becomes effective...

for the Plan Holder
09/30/14 The Plan Holder called Old Republic Home Protection (ORHP) and advised us that his air conditioner has not been cooling properly since he moved in to the home, and it was not cooling properly during his walk through of the home prior to the effective of the Plan. Mr. [redacted] was denied coverage based on the terms and conditions of the Plan.
08/12/15 ORHP received an email from Mr. [redacted] requesting reimbursement of his 2.5 ton heat pump package unit. Mr. [redacted] was contacted by ORHP and advised since his air conditioner was not in good operating condition on the effective date of the Plan, that his request for reimbursement was denied. In addition, the Plan does not provide coverage for reimbursements.
Please refer to page 7 of the Plan that states:
"We [redacted] provide service for covered systems or appliances which malfunction, and are reported,
during the term of the Plan that:
B) Were correctly installed and working properly on the effective date of the Plan, and
C) Have become inoperable due to normal wear and use, rust, corrosion, and chemical or
sediment build-up after the effective date of coverage. Pre-existing conditions are not
covered.
We require you to contact us so we [redacted] have the opportunity to select a Service Provider.
We [redacted] not reimburse you for services performed without our prior authorization."
Please extend our sincere apologies to Mr. [redacted] 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.
If Mr. [redacted] has any questions or the need to place a service request during his Plan term, please advise him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In short, these are the main points on this "air conditioner replacement topic", which are expanded upon further below:
1. ORHP promises to warranty/replace aging appliances in both their advertising and renewal letters. However, there is a preponderance of evidence at Revdex.com and other customer review websites, documenting that ORHP is slow to fix or replace critical warrantied items, thereby forcing many Plan owners to act/resolve the critical problems more quickly.
2. The Plan Owner's air conditioner was operating satisfactorily prior to the ORHP Plan effective date, and for over 9 months thereafter. There are multiple witnesses and supporting documentation. (ORHP does not have an evidence based argument for saying the air conditioner was not "not in good operating condition on the effective date of the Plan".)
3. The air conditioner needed replacement after 9 months into the Plan.
4. The Plan Owner replaced the air conditioner at a minimal cost level, for which he is asking reimbursement.
5. ORHP is directly contradicting their claims of providing replacement warranty service for a purchasing homeowner's appliances (preexisting, aging appliances).
Regarding the ORHP response of 8/17/15:
9/30/14 ORHP has misrepresented the conversation that took place between OHRP and the Plan Owner.
Here is the Plan Owner's summary:
Prior to the Plan and purchase of the home, the air conditioning was operating satisfactorily during all walkthroughs and visits by the two closing realtors, the previous homeowner, and the new homeowner. In addition, the air conditioner was also operating for the housecleaning crew prior to closing. There are multiple witnesses (at least 6) to the air conditioner working prior to the Plan effective date. Also, the home's closing documents do not report any disclosures about anomalies with the air conditioner. Also, the Plan Holder received information from the seller's realtor that the previous owner had periodic maintenance checkups performed on his air conditioner.
On 9/30/14, the Plan Holder called to advise ORHP that he had moved into his new home and wanted to ensure that the air conditioner was serviced properly since his daily electric consumption was more than he had anticipated, and the Plan Holder wanted to know if ORHP covers the visit. ORHP said a technician visit would cost $100 minimum. The Plan Holder declined to go pay ORHP $100 for a checkup.
ORHP does not have an evidence based argument for saying the air conditioner was not "not in good operating condition on the effective date of the Plan". There are multiple witnesses to the air conditioner working prior to the Plan. In addition, the air conditioner was working for over 9 months (Sept 2014 - July 2015) during the Plan, again with multiple witnesses who were in the home during those 9 months, and there are supporting electric bills.
Based on documentation in Revdex.com's records, and on other customer review sites, ORHP has had a history of slow repair/replacement services, which, when critical appliances are involved, becomes detrimental to the Plan Owner's living conditions.
In this specific case, it was not feasible to wait for many weeks or months for ORHP to replace the air conditioning during the Florida summer months (90-95 deg days). Taking action to quickly fix the issue was paramount.
ORHP should reimburse the cost of replacing the air conditioner.
The Plan Owner is confident that he obtained by far the lowest price replacement unit. (based on input from adjacent homeowners and competitive quotes)
The Plan Owner understands that if ORHP could have provided the replacement in a timely fashion, for less cost ($3265 for the home's second story rooftop air conditioning unit), the Plan Owner would be agreeable with that ORHP reimbursing that dollar figure.
Please note that in ORHP's response, they did not address that the original point that was raised about ORHP's recent renewal notice, reiterating again to the Plan Owner that ORHP replaces aging appliances.
ORHP states that they provide replacement coverage for all Plan Owner existing appliances including air conditioner. ORHP states that they provide repair or replacement coverage for existing appliance failures including air conditioner, as the home ages, for a renewal fee of $550. The ORHP renewal letter's statements and terms, directly support the Plan Owner's request for ORHP to fund the air conditioner reimbursement.
MIDDLE GROUND:
If ORHP can show that they could have provided a less expensive replacement service for the home's second story rooftop unit, the Plan Owner would be agreeable with that dollar figure reimbursement.
Final Business Response /* (4000, 15, 2015/09/03) */
Dear Ms. [redacted],
Regarding Mr. [redacted]'s request for reimbursement for repairs that were not authorized by Old Republic Home Protection (ORHP); according to the file, Mr. [redacted] advised ORHP on September 30, 2014, that during his walk through of the home prior to the effective date of the Plan on September 26, 2014, that the air conditioner was not cooling properly, and "hasn't cooled properly since he's lived in the home". According to the Plan, pre-existing conditions are not covered, and Mr. [redacted] was denied coverage. In addition, if this was not a pre-existing condition, the Plan does not provide reimbursement without prior authorization. Please refer Mr. [redacted] to page 7 of the Plan that states:
"We [redacted] provide service for covered systems or appliances which malfunction, and are reported,
during the term of the Plan that:
B) Were correctly installed and working properly on the effective date of the Plan, and
C) Have become inoperable due to normal wear and use, rust, corrosion, and chemical or
sediment build-up after the effective date of coverage. Pre-existing conditions are not
covered.
For Service: Place service requests online at www.orhp.com
or call us at X-XXX-XXX-XXXX
We accept service requests 24 hours a day, 365 days a year.
We require you to contact us so we [redacted] have the opportunity to select a Service Provider.
We [redacted] not reimburse you for services performed without our prior authorization."
With regard to his statement that our "advertising and renewal letters promise unconditional warranty replacements" is simply not true. Plan coverage is applied in accordance with the terms and conditions of the Plan, and is based on the diagnosis by an Independent Network Service Provider dispatched by ORHP.
As for the contact information for our registered agent in Florida; please provide Mr. [redacted] the following:
Corporation Service Company
[redacted] St
[redacted] XXXXX
If Mr. [redacted] has any questions, please advise him to contact me at XXX-XXX-XXXX Ext. [redacted]
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 17, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We thank Mr. [redacted] for his responses and the information on his registered agent.
However, in light of not making progress towards a mutually satisfactory agreement, we can end this Revdex.com complaint thread at this point.