Franks Television

Initial Business Response /* (1000, 5, 2016/02/02) */
Ms. [redacted]
Revdex.com
RE: Plan # [redacted]
Dear Ms. [redacted],
Regarding the service request for the heating system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted] letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
According to the file, my associate, Ms. [redacted], has been assigned to review the file and resolve the service request as soon as the replacement heat exchanger is available. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at[redacted] Ext. [redacted] for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
it is ok, a shame it takes me posting on FB & Revdex.com to get someone to even address. Bottom line it is taking too long and they should have replaced the entire unit which could have already been done but they are trying to save money at the consumers expense & suffering. Hopefully it will be resolved soon
**

Dear Revdex.com,
 
Please advise [redacted] that we have dispatched [redacted] to return to his home to conduct a refrigerant level test to ensure there is no leak at this time, They will contact him to schedule an appointment. If he does not hear from them by Monday, May 22, 2017, please advise him to contact them directly.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: it has not been fully resolved I will are the final decision about things once I actually get some type of repayment . I do not want this dropped until things are settled. Sincerely,[redacted]

RE:       Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the ceiling fan 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 Mr. [redacted]’s letter.
 
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
 
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
 
I reviewed the file that indicates the electrician from HRH Electric diagnosed the cause of failure of the ceiling fan was the result of improper installation. In accordance with the terms and conditions of the Plan, coverage was denied.
 
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 payment of the TCF; the TCF is due whether service is covered or denied. Please refer to page 7 of the Plan that states:
 
“You are responsible to pay a TRADE (SERVICE) CALL FEE (TCF) when the Service
Provider arrives at your home. The TCF (or the actual cost of service, whichever is less)
is due for each dispatched service request by trade (plumbing, electrical, appliance,
heating/air conditioning, etc.). Service work is guaranteed for 30 days. The TCF is due
whether service is covered or denied. Essentially, when we incur a cost of service, you
are responsible for a TCF. A TCF may be due if you fail to be present at the scheduled
appointment time, if you cancel your request once the Service Provider is in route to your
home, or you request a second opinion of the Service Provider’s diagnosis. Failure to pay
the TCF can result in suspension of coverage until such time as the proper fee is paid.
At that time, coverage will be reinstated but the term will not be extended. You will be
responsible for any fees incurred for collection efforts, if required. We will not respond to a
new service request until all previous Trade Call Fees are paid.”
 
Please advise Mr. [redacted] to submit payment of the TCF to Old Republic Home Protection at his earliest convenience to avoid a disruption in Plan coverage.
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because:
As mentioned, the independent electrician stated that he believed the electrical line is arcing and that the line needs to be replaced.  At that time, he estimated $900 to replace. This is all consistent with Old Republic's experts.  Any further response is pending consultation with the independent electrician.
In the meantime, we need confirmation from Old Republic that their expert saw the actual problem and further that the line does not to be deactivated and replaced.  
I can't imagine that the current situation is safe.
Sincerely,[redacted]

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

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.
 
With regard to Mr. [redacted] request to cancel his Plan; ORHP values Mr. [redacted] as our customer, and we hope that he realizes the value of the Plan and the many benefits it provides. However, if he still wishes to cancel his Plan, please instruct him to mail a written request to ORHP, fax the request to [redacted] or email the request to [redacted], and the Plan will be cancelled in accordance with the terms of cancellation on page 9 of the Plan.
 
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 Business Response /* (1000, 5, 2015/06/19) */
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.
Based on the information Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file and my associate, Mr. [redacted], has spoken with Ms. [redacted], and 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 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, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of Friday 6/19/15 Air-Tech/Old Republican are still wanting to put a band-aid on the problem. They want to replace the evaporator coil and me pay $50 for the recapture of the freon, which I would normally not have a problem with, however there is no guarantee that this will fix the problem with the unit. And then it's all on me. Why even get a home warranty to begin with? Again, this is a 22 yr old unit. All my research shows that these units have a life of 15-20 years. I would have thought (common sense) that on 6/2 when Air-Tech came back out after 4 days and had to put 2lbs more of freon in that they could have figured out that there was a leak somewhere that maybe they can't find outside the unit especially with the age of the unit. Also on 6/2 I asked tech if he checked under house? He said he did when he was out there on 5/28/15. A different tech came out on 6/8/15 and did go under house and replaced a fan cap. Why didn't first tech do that if he went under house?On 6/15/15 tech came out and said unit ok. If unit is ok why does it keep freezing up? Now that the warranty has run out(6/18/15) they are finally thinking outside the box. I believe they (both companies) are working together just to buy time so they can wash their hands of this situation. This is insane!!! The unit needs replaced. It is wore out!! Plain and simple!! From a business stand point I don't know how they can justify spending more money doing patch work on the unit than what it would cost them to pay customer $1500 (their limit) towards a new unit. To me this is not good business for them or the customer.
Final Business Response /* (4000, 9, 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 and the decision to repair or replace a covered system or appliance is based on the diagnosis and recommendation by the Independent Network Service Provider (INSP); they are the experts if a system can be repaired, not Old Republic Home Protection.
According to the INSP, the replacement of the defective evaporative coil will repair the air conditioner system. My associate, Mr. [redacted], spoke with Ms. [redacted] on June 19, 2015 regarding a portion of the repair that is not covered by the Plan, and is waiting to hear back from her regarding the service request. Please advise Ms. [redacted] to contact Mr. [redacted] at
XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I expected that response. The INSP and Old Republic are working hand in hand. Old Republic says the INSP says its fixable, yet they won't guarantee me that it will fix the unit and I won't have any more problems out of it. The INSP says Old Republic won't authorize a new unit. So which one is it. I'm getting two different stories. With that being said, I chose to take the money that Old Republic would have allowed for the repair. I have had 3 different HVAC companies out and all three have said my unit has been a good one for lasting this long, but it's time for a new one. I also asked them how much to replace the evaporator coil and all estimate was between $900-$1000. Old Republic is sending me $692.95.I am NOT a satisfied customer. I have also contacted my realtor to let her know about the horrible experience I have had with this company. I will NOT recommend this company to anyone.

Initial Business Response /* (1000, 5, 2015/09/02) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the air conditioner service request; I have reviewed the file that indicates the Optional HVAC Coverage for Home Seller (which includes the...

air conditioner) was ordered for the Plan on [redacted], 21, 2015; however, the home inspection completed on [redacted] 13, 2105 had already noted that the air conditioner was not cooling properly.
Please refer to page 7 of the Plan that states:
"We will 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 (including rust, corrosion, and
chemical or sediment build-up), after the effective date of coverage. Pre-existing
conditions are not covered."
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
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My experience with Old Republic: every time you talk to them they give you a new excuse. This is news to me as no one has said this to me or my realtor before. This is not mentioned in their denial letter to me as well. This is not sure as I just pulled out an email from Old Republic, email is dated 05/06/15 and is a confirmation of the plan and includes a plan number. I be happy to forward it to Old Republic or Revdex.com if you need it. So the plan was active before we found out that AC was not working properly. Their response that plan was not active when we found this issue is totally false. Once again its Old Republic's responsibility to make sure system is working properly before you issue a warranty but all you get is excuses from them which by the way change as you go along. I would like this to be posted online on Revdex.com website so other potential customers can see their dishonesty and poor customer service. They need to honor my claim and settle this by paying the amount mentioned in my complaint.
Final Consumer Response /* (3000, 13, 2015/09/11) */
[redacted],
Here is a forwarded email from my realtor ([redacted]) showing a confirmation from Old Republic that plan became effective as of 05/06/15.

[redacted]

________________________________________
From: [redacted]@hotmail.com
To: [redacted]@remax.net
Subject: RE: [redacted]
Date: Wed, 6 [redacted] 2015 19:19:36 -0500
Got it, can you also send me copy of our agreement with you
Thanks
________________________________________
Date: Wed, 6 [redacted] 2015 15:42:01 -0500
Subject: Fwd: [redacted]
From: [redacted]@remax.net
To: [redacted]@hotmail.com
Here is your copy of the Old Republic Home Warranty. No action needed - just for your files & future use.
[redacted]

Forwarded message
From: Old Republic Home Protection
Date: Wed, [redacted] 6, 2015 at 2:26 PM
Subject: [redacted]
To: [redacted]
Thank you for choosing Old Republic Home Protection for your home warranty needs. For your convenience, we have attached a PDF file of your Plan to this e-mail. We appreciate your business and look forward to serving you and your clients.


Order Confirmation
Old Republic Home Protection Company, Inc.
[redacted] XXXXX-XXXX
Phone: (XXX) XXX-XXXX Fax: (XXX) XXX-XXXX
Plan Number XX-XXX-XXX
Initiating Agent
(Listing Agent) [redacted]
RE/MAX STATELINE REALTORS
XXXXX [redacted]
[redacted] XXXXX-XXXX
(XXX) XXX-XXXX
Covered Property [redacted]
[redacted] XXXXX-XXXX
County: [redacted]
Year Built: 1979
Property Type: Single-Family Dwelling under 5,000 Sq. Ft.
Coverage Standard Seller/Buyer Plan - No Admin Fee Paid 480.00
Optional Coverage Sellers Coverage
Sellers Heating & A/C included
60.00
________________________________________ ________________________________________
Total $540.00
Closing Officer/Attorney [redacted]
[redacted] XXXXX-XXXX
(XXX) XXX-XXXX
File Number: not assigned
Closing Date: unknown
Home Seller [redacted]
XXXXX [redacted] XXXXX-XXXX
Trade Call Fee $60.00
Ordered by [redacted]
RE/MAX STATELINE REALTORS
XXXXX [redacted] XXXXX-XXXX
(XXX) XXX-XXXX
Thank you for choosing Old Republic Home Protection.
* All telephone calls on Old Republic Home Protection's telephone systems [redacted] be subject to periodic unannounced monitoring and recording by the Company.
Final Business Response /* (4000, 15, 2015/09/14) */
Ms. [redacted],
Mr. [redacted] provided me the necessary information I needed to complete my review, and I have advised him a check for reimbursement for the air conditioner repair will be mailed to him within the next ten business days.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the electrical system and payment of the Trade Call Fee; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined...

in Mr. [redacted] letter.
 
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
 
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
Based on the information 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.
 
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Mr. [redacted] request to refund the Trade Call Fee, and he should receive the check within the next 20 days. .
 
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 Business Response /* (1000, 5, 2015/11/23) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear MS. [redacted],
Regarding the service request for the pool filter; 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.
I reviewed the file that indicates the Service Provider diagnosed that the filter cartridges had failed and required replacing. Please refer to page 5 of the Plan that states:
"NOT COVERED: ... filter cartridges ... "
My apologies that this was not communicated to Mr. [redacted] by a representative from ORHP after the diagnosis was completed by the Service Provider.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Mr. [redacted] request to waive the Trade Call Fee.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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; according to the file the network Service Provider, Integrity Heating and Air (IHA), diagnosed that the 9 SEER evaporative coil was defective and had to be replaced. In addition, since the air...

conditioner system was rated below 10 SEER, Old Republic Home Protection’s Plan provides coverage to replace the air conditioner condenser in order for the new evaporative coil to be compatible. 
 
However, after researching the dimensions of the new evaporative coil and determining it would be larger than the original equipment, we were advised by the technician that it would not fit above the existing furnace. As a result, IHA advised us that the furnace would need to be replaced to accommodate the new evaporative coil. Since there was no failure of the furnace, the Plan Holder was advised he would be responsible for the cost of replacing the furnace. 
 
Please refer to page 8 of the Plan that states:
 
“2. PERMITS AND OTHER FEES:
 
  4. The cost of construction, carpentry or other modifications made necessary by
     existing or installing different equipment.”
 
“4. GENERAL EXCLUSIONS:
 
  B. Except where noted, we do not pay for upgrades; components; equipment; or
      services required due to the incompatibility of the existing equipment with the
      replacement system; appliance; or component … “
 
The file indicates that on August 23, 2017, [redacted] advised us that he would purchase his own furnace and have it installed by an Out-Of-Network Contractor. IHA advised ORHP that they would agree to install the evaporative coil and condenser however they wanted assurances that [redacted] would provide a permit, HERS test and Title 24 documents regarding the installation of the furnace prior to them installing the air conditioner equipment.
 
On August 24, 2017, my associate [redacted], spoke with [redacted] and he agreed to accept a settlement in lieu of replacement of the evaporative coil and condenser in the amount of $1,850, which represents our cost for the covered repair. If [redacted] has any questions regarding the settlement, please advise him to contact [redacted] at [redacted], or her Supervisor [redacted].
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because:I feel the response is an opportunity to get out of paying for service. As I stated previously, the repairs needed to be made immediately and a decision had to be made. Perhaps they could explain what may have happened differently if I had previous authorization to fix my ac. Besides me paying for 2 service calls, I don't understand what their approval would have accomplished...besides me being reimbursed.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: This is not the facts.  The last contractor did in fact replace the line.  The recent contractor also stated that the repairs seemed recent and that they were not correctly completed.  The "modification" for $380.00 was to replace two supply lines (NO repairs or modifications were done or required to replace)  They were required to replace due to the condition and damage caused by them.  The only so called modification was to a copper release line that was removed and reinstalled as it was required to replace the water heater.  It merely appears that the "modification" was merely an upcharge at a time of desperation. I understand the ORHP has no intentions to do anything but the facts should be known.  The lack of customer service with this order was so below standards.  Sincerely,[redacted]

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the shutoff valve; 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.
 
According to the file, the Trade Call Fee was not paid to the plumber. As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Mr. [redacted] request to waive the Trade Call Fee.
 
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/10/13) */
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.
I have reviewed the file that indicates it was determined that the air conditioner air handler is covered by the Plan, and my associate, Mr. [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 Mr. [redacted] at XXX-XXX-XXXX Ext. 1[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, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Old Republic Home Protection did call and advised me of the reversal of the denied claim. The parts have been ordered and the local contractor is scheduled to come out November 3 to repair my unit. Thank you very much.

Initial Business Response /* (1000, 5, 2015/11/20) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the cooktop; 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.
I have reviewed the file that indicates my associate, Mr. [redacted], Call Center Supervisor, has been assigned to resolve the service request, and will contact Mr. [redacted]. 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

Complaint: [redacted]I am rejecting this response because: The only reason the AC was replaced was because the State of Nevada contractors board stepped in and forced [redacted] Heating and Cooling to replace it under threat of taking his license. Lennox also stepped in and provided a new unit. NONE of this was because Old Republic took responsibility for the defective unit they provided to satisfy my claim. ALL parties, including [redacted] Heating and Cooling, Lennox and the State of Nevada Contractors board believe Old Republic was responsible for the unit and that they are still at fault and did NOTHING about it. My complaint against Old Republic still stands. They are acting as a contractor without a contractors license, refusing to fulfill a claim by giving me a defective replacement and did NOTHING for me to get the situation fixed. I had to spend two weeks in the cold and about 100 hours writing complaints on my own. Old Republic should be ashamed of themself. They did not satisfy my claim, they refused to help with fixing the brand new AC and they  now are trying to take credit for replacing the AC even though all parties involved believe Old Republic should have been the one to fix the situation. At this time the only thing I will accept from Old Republic is a refund of my total policy amount $460.00. Otherwise I plan on pursuing legal action against them to collect for my out of pocket costs during this process and lost time at work. This company is a scam. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
It is obvious to me and a lot of other people based on the many negative reviews for this Company that the way this Company makes money is by cheating people by not paying for valid repairs stated in their coverage plan.  They do not even have my name correct in their reply to the Revdex.com...my name is NOT [redacted], I won't say what it really is for privacy reasons.  I want to warn people if you're even thinking about buying a policy from this Company...DON"T!  I am a retired person that worked for the Government for 30 years and I know when someone is giving me the run around and down-right lying to me which is what this company did!  
I made sure I complied with their rules.  I tried repeatedly to get in contact with the HVAC company, Jim Morris and Sons and could not even get them on the phone nor could I leave them voicemail because their box was full and could not accept any more calls, so I got estimates from other HVAC companies.  It was determined that the entire unit needed to be replaced because it could not be repaired which is what the estimate had on it and it what the technician stated to Old Republic Home Protection on the phone as is required by them.  They make you believe by their response that I didn't follow their protocol, but I did to the letter!!  I can tell you they did not offer up the authorization code for my approval to use an outside contractor, I had to ask for it!  It was [redacted]!  They are out-right lying about everything!!!
I know they are not going to give me what they owe me, they've made that clear that they are crooks and hide behind their lies!  They did pay $564.00 of the repair bill, but they still owe me $2,836.00 which is minus their Trade Call Fee of $100.00.  I believe that all of this bad business will come back to haunt them in one way or another!
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/04) */
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.
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 that file that indicates ORHP dispatched Aaron Service Company to provide ORHP a second opinion regarding the cause of failure of the air conditioner, and they will contact Ms. [redacted] to schedule an appointment to provide service. Please advise Ms. [redacted] if she needs to contact them directly, their phone number is XXX-XXX-XXXX.
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 /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Old Republic sent out another technician who was knowledgeable, he evaluated our A/C system and gave us a completely different (evaporator coil problem) but sensible reason for our A/C unit malfunction.
Thank you so much Revdex.com, we couldn't have done this without you.