Franks Television

Ms [redacted] Revdex.comRe: Plan [redacted] Dear Ms [redacted] ,Regarding the service request for the dishwasher; I have reviewed the file that indicated on March 22, 2016, my associate, Ms [redacted] , spoke with Ms [redacted] , and she advised her that the dishwasher had not operated properly since the effective date of the PlanPlease refer to page of the Plan that states:"We will provide service for covered systems or appliances which malfunction, and arereported, during the term of the Plan that:B) Were correctly installed and working properly on the effective date of the Plan, andC) Have become inoperable due to wear and use (including rust, corrosion, andchemical or sediment build-up), after the effective date of coveragePre-existingconditions are not covered."Please extend our apologies to Ms [redacted] that the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.If Ms [redacted] has any additional information she believes should be considered, please advise her to provide it to me for reviewSincerely, [redacted] Plan Compliance ManagerOld Republic Home Protection

Complaint: [redacted] I am rejecting this response because:Old republic needs to read the entire file Since I replied to the last apology , [redacted] has not contacted me since orhw insisted he needed to finish the job since he was contracted to do it I complied After waiting more than weeks he has never contacted me or come to finish the job They have threaten me with turning me over to a collection agency because the 1st contractor sent in early June Charge me dollars instead of dollars I called and now I have to have another contractor come out diagnose the problem and set it up for what ever he thinks problem is It's September Air conditioning isn't that necessary anymore I'm sure that next Summer this will begin again I have been very patient I have gone all summer without air [redacted] , [redacted] I have spent money on contractors ,removal of parts,disposal of Freon ,had to go to a Laundromat to dry clothes because contractor turn off power to my dryer Payed someone to come to check dryer someone to check lint hose,bought dinner out times because it was too hot to use my stove I have invested more than dollars for something that should have cost In addition to the money heat exhaustion aggravation intimidation health threats to my year old mother and disabled children, I have too spend time complaining to a third party and explain the situation every time I call orhw and it always seem it's new information I think asking for a free year plan is not that uncalled for since I have been very amenable Sincerely, [redacted]

Plan [redacted] Dear Revdex.com, Regarding the service request for the pool pump; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the delays completing the installation of the pool pump by RW Pool Service According to the file, on March 22, 2017, my associate, [redacted] , spoke with [redacted] and he advised her that RW Pool Service was at his home completing the installation of the new equipmentIf [redacted] has any questions, please advise him to contact [redacted] at [redacted] for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ 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 and part suppliers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers, and to utilize part suppliers 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] confirmed the air conditioner was repaired on June 22, 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] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2016/01/13) */ Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the heat pump; according to the file, the service request was received on January 12, 2016, the Service Provider diagnosed the heat pump the same day, and had to leave the property to purchase a new motorWhen he returned to the home, the Plan Holder had left, creating a delay competing the repair The file indicates that the Service Provider was able to obtain access to the home and the repair was completed on January 12, If Ms [redacted] has any questions, please advise her to contact our Customer Service Department at XXX-XX-XXXX 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 [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 [redacted] was assigned to review the file and provide assistance to [redacted] If he has any additional questions please advise him to contact [redacted] at [redacted] *** Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

[redacted] , Regarding the request to cancel the Plan; since the Plan is on a monthly payment plan, please advise [redacted] if she has any questions with regard to her request to cancel the Plan, to contact our Accounting Department at [redacted] for assistance Sincerely, [redacted] Plan Compliance Manager

Complaint: [redacted] I am rejecting this response because:I already talked to Customer Representative (I don't know who it is) regarding this matter timesI do not want to speak with any of customer service representatives because all of representatives were unprofessional, and not kind I already sent my home inspection report as proof that furnace was in working condition, and explained I moved in late because previous owner left home days after escrow was closed I even asked representative that I will send him a witness statement from the seller, which states furnace was in working condition at the beginning of coverage, but he refused On the 08/07/17, My husband told him that we "don't know" furnace was in working condition, but [redacted] understood as furnace was not worked at the beginning of coverage Since all my requests were denied, and CSR were not polite, I do not want to speak with them Sincerely, [redacted] ***

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 meSincerely, [redacted] ***

[redacted] Revdex.com RE: Plan # [redacted] Dear [redacted] , Regarding the service request for the combination microwave convection oven; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted] letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement According to the file, my associate, [redacted] ***, has been assigned to resolve the service request for [redacted] ***In view of the circumstances that have occurred with the network Service Providers, please advise [redacted] that ORHP authori*es him to obtain a diagnosis from an Out-Of-Network Contractor, and to submit their diagnosis to Ms [redacted] for review and to confirm Plan coverage, prior to initiating repair If [redacted] has any questions, please advise him to contact Ms [redacted] at [redacted] Ext*** 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 / [redacted] (1000, 5, 2015/11/25) */ Plan XXXXXXXX Dear Ms [redacted] , Regarding the request from Mr [redacted] for reimbursement to clear the stoppage by removing the toilet; although the repair is specifically excluded from the Plan, the file indicates that my associate, Ms [redacted] spoke with Mr [redacted] on November 24, 2015, and agreed as a gesture of goodwill, to reimburse him the $cost to clear the stoppage A check has been processed, and Mr [redacted] should receive the check within days If Mr [redacted] has any questions, please advise him to contact Ms[redacted] at XXX-XXX-XXXX Ext [redacted] for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 6, 2015/08/04) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the air conditioner, and the request from Ms [redacted] to cancel her Plan; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies that the terms and conditions of the Plan did not provide coverage in this situationWhile the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry With regard to Ms [redacted] 's request to cancel her Plan; please advise her that ORHP has processed her request, and the Plan fee will be refunded within the next ten business days If Ms [redacted] has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/05/29) */ [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 (INSP) to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder 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 Provider and individuals involved, ensuring they understand the result of their actions and comments In addition, please advise Mr [redacted] the non-covered costs to replace the air handler would still have been necessary had the first INSP, Turner Service, diagnosed that the air handler required replacement We apologize the terms and conditions of the Plan did not provide coverage for a portion of the air handler replacementWhile the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry ORHP 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 / [redacted] (3000, 7, 2015/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all....its MS [redacted] I am not entirely sure who names their son [redacted] As of the claim, I understand the OOP cost for the Air HandlerHowever, my family, including my year old son went without AC for nearly and 1/months, whichis ENTIRELY unacceptableNot to mention, the lost wages I had due to your "independent" contractors, that YOU choose by the way, caused me to leave at and did not show up at my door step till 545....that is absolutely unacceptableI feel I am entitled to the compensationWe had to go get a window unit to put into one room so that me and my family would not have a heat stroke in the plus degree weatherI feel you should compensate me the cost of the unit, due to YOUR lack sending a competent contractor to fix my original problem Final Business Response / [redacted] (4000, 9, 2015/06/02) */ Dear Ms [redacted] , Please extend my apology to Ms [redacted] for using the incorrect prefix to her nameWith regard to the diagnosis by the Independent Network Service Provider; as mentioned in our original response, we sincerely apologize for the any delay as the result of the service providedWhen we spoke with the technician from Turner Service, the only malfunction he diagnosed was the compressor had failed in the condenserThere is no way he could have detected that the evaporative coil also had a leak until the air conditioner was operational after the new condenser was installed After installing the condenser April 13, 2015, the system appeared to be operating as designed and on [redacted] 6, he returned to repair a refrigerant leak at the condenserAfter receiving a call from Ms [redacted] that the air conditioner was still not cooling properly, it was diagnosed that the evaporative coil had failed, which necessitated replacement of the air handler Again, please extend our sincere apology for any inconvenience that occurred Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 6, 2015/09/17) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the brand name of the air conditioning equipment Old Republic Home Protection attempted to install for Ms [redacted] ; I have reviewed the file which indicates that the equipment brand name is ***, and it is manufactured by CarrierI have also confirmed that equipment being installed is in accordance with the terms of coverage Please refer to page of the Plan that states: "This Plan does not cover: Matching dimensions, color (including stainless steel) or brandWe are responsible for providing installation of equipment comparable in features (features that affect the operation of the system or appliance), capacity and efficiency only." According to the file, my associate, Mr [redacted] , Call Center Manager, has spoken with Ms [redacted] and she agreed to accept $2,as cash settlement in lieu the replacement of the air conditioner If Ms [redacted] has any further questions, please advise her to contact Mr [redacted] at XXX-XXX-XXXX Ext [redacted] for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Old Republic Warrantee is suppose to provide a service to home owners to help when something goes wrong with working parts of a homeInstead, they cause the homeowner more stress by using cheap products with matching specs that do not have same warrantee match or quality! They tried to do this with us now timesFirst was a garbage disposal now the AC unit on our home$doesn't touch the quality of a Carrier unit as they originally stated they would installThey checked on the price of the Carrier unit that was comparable to the [redacted] they tried to install and came back and said they couldn't do it because the cost was too highCarrier only distributes ***, they do not make ***! The fact they couldn't make the deal happen tells the storyWe waited days on their promise that they were going to install a Carrier unitOnce we rejected the unit, it took more days of fighting with ORHP before coming to a $settlement, only $more than their original offer due to the misunderstandingThen they informed us they cut checks on Wednesdays and it was late Wednesday when we reached a settlement amount which for the record didn't cover half the installed cost of a decent unit in Arizona! The cheapest price for a middle of the road brand was $installed with a crane! So now we have paid a $service call times while they slapped bandaids on our AC unit all the while knowing a year old AC unit needed replaced along with the addition of $for a unit to be installedNow comes the best part, the supervisor/ Mr [redacted] promised the check would be expedited/overnighted and in our hands no later than the 25thWe scheduled our new AC to be installed that day, counting on his word! I called the Tuesday before to confirm it would be overnightedThe customer service dept confirmed the notes were in the system for the accounting dept to expedite! I thought we were goodI call today (25th) to get tracking number, and found out they dropped the check in the mail! Now we have been out of air since the end of August, it has been a month in Arizona with temperatures over degrees and my husband at home with a heart condition during this entire timeWe already were in a financial bind due to his health issues and him not working since AprilWe are an average working family and when one of the incomes goes away, we count on the protections we put in placeYou can not count on ORHP! When I completely broke down and called Mr [redacted] , he apologized and agreed that the system failed and offered to pay any out of pocket we should incur due to the cash price we were quoted vsthe credit price we now have to payNice gesture, but didn't really ease the stress that took place between us, ORHP and different AC companies just trying to take care of their customers and make some money! At this point, there is no response from ORHP that will change the fact we endured a month of degree weather in our home, broken promises from ORHP and the worst case of customer service I have ever dealt with in my life! I want this dispute to reflect unresolved because of the broken promises and poor customer serviceThe only thing ORHP offered was any out of pocket we might face should we have to pay a cash vscredit price with ac company that is on my roof as I speak installing our new unit not knowing I don't have the cash to pay them in my handsEven Mr, [redacted] was speechless and apologetic the way this all went down Final Business Response / [redacted] (4000, 10, 2015/09/28) */ Dear Ms [redacted] , Regarding the service request for the air conditioner and the delay issuing the cash settlement check; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mrs [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 Mrs [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 ORHP appreciates Mrs [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/05/19) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the request from Ms [redacted] for reimbursement regarding the replacement of her water heater by an Out-Of-Network Contractor (OONC); I have reviewed the file, and although Ms [redacted] was not authorized to use an OONC to provide service, as a gesture of goodwill, Old Republic Home Protection agrees to review her request Please advise Ms [redacted] to provide me a copy of the diagnosis and invoice for review, and mail it to my attention at the following address: Old Republic Home Protection P.OBox San Ramon, CA XXXXX Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the quick response from Mr [redacted] and his willingness to work with me but I need to submit the requested documents to him for his review before I am able to close the case Final Business Response / [redacted] (4000, 10, 2015/06/02) */ Dear Ms [redacted] , Please assure Ms [redacted] I will review the information she provides in a timely manner Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (2000, 13, 2015/06/22) */ Good Afternoon How are you? I just wanted to let you know that I heard back from Old Republic today and they have resolved my claim and I am completely satisfiedHow do I go about updating this on the websiteThanks again for all of your help [redacted] XXXXXXXXXX

RE: Plan # [redacted] Dear Revdex.com, Regarding the delay providing service for the air conditioner service request; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in *** [redacted] letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement ORHP values [redacted] being our customer the past six years, and as a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to waive the Trade Call Fee ORHP appreciates [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Plan [redacted] Dear Revdex.com, Regarding the service request for the air conditioner; 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , The woman I spoke with who resolved the issue was wonderful and she was able to resolve the problem Sincerely, [redacted]

Dear Revdex.com, As referenced previously; our decision to deny coverage was based on the diagnosis provided to Old Republic Home Protection by Leisure Time WatersIf ** [redacted] has a diagnosis by an Out-Of-Network Contractor that he believes should be considered, please advise him to provide me their diagnosis for review Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/08/20) */ Ms. [redacted] BBB 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 the file and my associate, Mr. [redacted] , has been assigned to follow up and 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] Plan Compliance Manager Old Republic Home Protection