Franks Television

Initial Business Response / [redacted] (1000, 6, 2016/01/18) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the heat pump; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms***'s letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information Ms [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 Please advise Ms [redacted] to mail me a copy of the invoice for the replacement of the defrost sensor completed by her Out-Of-Network Contractor to the address below, or email it to [redacted] @orhp.com for my review Old Republic Home Protection P.OBox San Ramon, CA XXXXX Attn: [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 Consumer Rebuttal / [redacted] (3000, 8, 2016/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Old Republic Home Protection is being dishonestAfter filing this complaint I received a call from Old Republic, where a rep said they have my invoice and I will receive a prompt refundThen one day later I get this response where it says to please send the invoice, even though the previous day they said they have itI sent it right away on January the 18th, and now more than a week later I have absolutely NO response to my emailNot only that, but my realtor received a letter saying: See, we paid to your customer $to date of services, keep recommending us to your clientsWhen they have not paid a dimeSo disappointing Final Business Response / [redacted] (4000, 10, 2016/01/28) */ Ms [redacted] , Please advise Ms [redacted] that I received her invoice on January 18, and the reimbursement check for $was mailed to her on January 20, If she has not received the check by January 30, 2016, please advise her to contact our Accounting Department at XXX-XXX-XXXX for assistance Sincerely, [redacted] Plan Compliance Manager Final Consumer Response / [redacted] (2000, 13, 2016/01/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a refund for the repair which is what I wanted initially

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the clothes dryer and ice maker; 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 HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information Ms [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 ORHP values Ms [redacted] as a customer, and we hope she will realize the value of the Plan, and the many benefits it provides I have reviewed the file that indicates my associate, Ms [redacted] , left a message for Ms [redacted] on June 15, If Ms [redacted] has any questions regarding the cancellation of her Plan, please advise her to contact Ms [redacted] at XXX-XXX-XXXX ext [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] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I tried to leave a voicemail for me [redacted] and the system hung up on me twiceI finally go through this morning but she hasn't called me back yetIn addition I got an email from the contract saying 'part due on the 25th'That's all it said! No explanation, greeting, apology, nothing!! I tried to call orhp again and get again got transferred to the main system line to start over againThey hire the cheapest contractors so I don't get service and when j call no one wants to look into the issueThis has NOT been resolvedI have not gotten my dryer repaired nor a full refund of the policy and service fee Final Business Response / [redacted] (4000, 9, 2015/06/24) */ Dear Ms [redacted] , I have reviewed the file and my associate, Mr [redacted] Call Center Supervisor, spoke with Ms [redacted] on June 19, 2015, and will assist in the resolution of her service request If Ms [redacted] has any questions, please advise her to contact Mr [redacted] at XXX-XXX-XXXX ext [redacted] Sincerely, [redacted] Claims 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 serviceAs I stated previously, the repairs needed to be made immediately and a decision had to be madePerhaps they could explain what may have happened differently if I had previous authorization to fix my acBesides me paying for service calls, I don't understand what their approval would have accomplished...besides me being reimbursed.Sincerely, [redacted] ***

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted] letter ORHP, like other home warranty companies, uses Independent Network Service Providers 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 Based on the information [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments According to the file, my associate, [redacted] , has been assigned to review the service request and assist [redacted] with the resolution of her service requestIf [redacted] has any questions, please advise her to contact [redacted] at [redacted] *** 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 values [redacted] being our customer the past four years, and we appreciate her 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, 2015/07/30) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the upstairs air conditioner; I have reviewed the file and according to the technicians from Daniel's Heat & Air, and Speedy Electric and AC, the air conditioner has no mechanical malfunction and is operating as designed In addition, I spoke with the technician from Speedy Electric and AC, and he advised me that he completed a thorough diagnosis of the air conditioner system, and it had a degree temperature split, which is within manufacturer specifications, and also inspected the attic ducts and diagnosed they are intact and operating as designed If the Plan Holder has additional information she believes should be considered, please advise her to forward it to me for review Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) amps when is the max means it is clearly not running properlyMy children are sleeping in a sweat lodgePlease do the right thing!! Final Consumer Response / [redacted] (3000, 19, 2015/12/02) */ I canceled my service over the phone and specifically asked how much my refund would beWhen I got my letter in the mail, it did not match I spent several months haggling with this company over my air-conditioner that did not workAfter several visits to my house they finally fixed the air-conditioner but it actually wasn't fixedI canceled my service and I called and asked how much I would be refundedI was told that my payment would be prorated based on how many months I'd use and how many were left in the yearI was told that I would be charged a $cancellation fee, and I explained the air-conditioner situation and told them that I would be disputing the $because of the lack of help that I see from the company and the incompetent people they sent to work on the houseApparently those people that work in customer service are also incompetent because, not only did I not receive a refund, they told me that I owed money because of services that they had done during the yearThe representative on the phone gave me wrong information, and what I am demanding is that I receive a prorated amount of what I paid versus what was left in the yearBecause they never fixed the air conditioner and because of the incompetency of the people they sent out, I also want to be refunded the $cancellation feeThis business should not be in existence and others should be and will be warnedThey were terrible to work with, and they never fixed a single thing in my house that was supposed to be fixedFor example, my icemaker went out and they did not fix the ice makerThey told me that they just couldn't fix it and that was the end of itMy pool pump was leaking, and it never stopped leaking, and when I got tired of having to come home from work to meet contractors, I hired somebody myself to change the seal and fix the leakI hope they will do the right thing and refund the money they owe me I would like a refund for the portion of the year from the date of cancellation Final Business Response / [redacted] (4000, 21, 2015/12/03) */ Dear Ms [redacted] , Please extend our apologies for the circumstances related in Ms***'s letterIf she has invoices for repairs completed by an Out-Of-Network Contractor for a covered system or appliance that she believes are covered by the Plan, please advise her to forward them to me for review at: Old Republic Home Protection P.O [redacted] San Ramon, CA XXXXX With regard to the request to cancel the Plan; please refer Ms [redacted] to page of the Plan that states: "Texas Residents: You may cancel this Plan at any time for any reasonIf Plan is cancelled after the initial seven day cancellation period, the homeowner shall be entitled to a pro rata refund of the paid Plan fee for the unexpired term less service cost and a $administrative cost incurred by us." If Ms [redacted] has any questions regarding the terms of cancellation, please advise her to contact the Accounting Department at XXX-XXX-XXXX for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2016/01/27) */ Ms [redacted] Revdex.com Re: Plan [redacted] Dear Ms [redacted] , Regarding the alleged damage cause by the Independent Network Service Provider (INSP), [redacted] Plumbing; I have reviewed the file that indicates a claim was opened with their General Liability Insurance, and an adjuster was assigned to review the damage claim In order for a Service Provider to be in our Independent Service Provider Network, proof of General Liability Insurance (GLI) must be provided to Old Republic Home Protection, listing us as Additional InsuredIn the event allegations are made against an INSP for causing secondary or other damages during or after the performance of service, a claim must be filed with the appropriate GLI Company representing the Independent Network Service Provider, and settlement, if any, must be negotiated with them directly According to the file, the GLI carrier assigned the claim to [redacted] , and the claim number is [redacted] Please advise Mr [redacted] to follow up with Ms[redacted] at 831- [redacted] regarding the status of his claim If Mr [redacted] has any further questions, please advise him to contact Ms [redacted] , Call Center Supervisor, at 800- [redacted] Ext [redacted] for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes there was a claim opened upIt was for the missing items and damages caused at time of break inNot during time of repairWhen the hallway walls were damaged Final Business Response / [redacted] (4000, 9, 2016/01/29) */ Ms [redacted] , Please advise Mr [redacted] any claim for alleged damage caused during the repair, would also need to be filed with the same General Liability Insurance carrier for [redacted] PlumbingI suggest he discuss this with the adjuster and obtain the steps to open a separate claim for the alleged damage Sincerely, [redacted] Plan Compliance Manager

Initial Business Response / [redacted] (1000, 5, 2015/10/28) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the Trade Call Refund (TCF); I have reviewed the file that indicates that the TCF refund was processed on October 27, 2015, and Mr [redacted] should receive it within the next days If Mr [redacted] has any questions, please advise him to contact me at XXX-XXX-XXXX Ext Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Complaint: [redacted] I am rejecting this response because:There is no answer as to why the refuse to provide a written record of the claim.Sincerely, [redacted]

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the electrical 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 ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information 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 According to the file, on August 2, 2017, ORHP has dispatched the service request to another Service Provider to provide service as soon as possiblePlease advise Mr [redacted] to contact us if he has any difficulty scheduling service so we can provide 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

Dear Revdex.com, Please express our apologies once again to [redacted] for the service provided by the independent Service ProviderHowever, if she wishes to cancel her Plan, it will be processed in accordance with the terms of cancellation outlined on page of her Plan Sincerely, [redacted] Plan Compliance Manager

Complaint: [redacted] I am rejecting this response because: I have had no answer from the contact at old republicI was told I would have an answer on Monday 8-and he never contacted me I have left him voicemails on Monday the 21st and Tuesday the 22nd with no response or call backSincerely, [redacted]

Plan [redacted] Dear Revdex.com, Please advise [redacted] that I have spoken with the Accounting Department Manager, [redacted] , and she will have someone contact [redacted] today to assist her with reinstating her PlanIf she has any questions, please advise her to contact *** [redacted] at [redacted] for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Complaint: [redacted] I am rejecting this response because: This response still failed to address anythingI have received the companies word that they have handled the issueMeanwhile, I was treated horribly, called a liar, lied to, and left without air conditioning for three daysDuring this time I offered proof that the original service provider was incorrect in his diagnosis and it was ignoredThat cannot be changed and the company continues to fail to address the issues I brought up or even mention the resolution I offered This "response" is essentially the same thing the company said last timeContinuing to repeat the same thing over and over does not make it any more acceptablePlease address the complaint directly or accept that it will not be resolvedThis will not be the first complaint your company has not resolved and given the treatment I received and your refusal to address it, I strongly doubt it will be the last Sincerely, [redacted]

Dear [redacted] , Please advise [redacted] to refer to our response dated September 13, 2016, and [redacted] we will expedite a resolution once she receives the diagnosis and recommendation from an Out-Of-Network Contractor Sincerely, [redacted] Plan Compliance Manager

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 MsPoe’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 fileOnce his review is completed, Mr [redacted] will contact Ms [redacted] to discuss her request to waive the TCFIf 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

Complaint: [redacted] I am rejecting this response because: 04/20/2018 In response to the reply sent by [redacted] at ORHP, **. [redacted] indicates that he “reviewed the file about the service request for the refrigerator.” He states that after I spoke with Ms. [redacted] on March 30, 2018 I advised her that I would prefer to replace the refrigerator than to have it repaired. That is inaccurate. I had waited for 2 months by March 30 for ORHP to repair it but they just failed. I received four visits by their service providers and no one was able to repair it. Ms. [redacted] just told me that I either had a choice to keep waiting until ORHP found a vendor that had the parts needed or that I could just take $500 out of their kindness and use that towards the purchase of a new refrigerator. Ms. [redacted] expects my family to keep waiting and hoping for them to find a part as the months go by and my family keeps being forced to eat out as if we have the means to do so. That is like forcing me to keep wasting money as if that is part of the contract. Since **. [redacted] is a professional in this business, I am sure he must be aware that refrigerators do not cost $500 in today’s economy. I am sure that by now and after reading my previous letters he must have an idea that I have spent probably three to four times that amount of money on food, eating out and items that have been and continue to be spoiled. This is going on almost three months. I will assume if **. [redacted] were in my shoes, he would feel upset about the way ORHP has been misleading a paying customer such as myself. He mentions that I should have received a check for $500 in 20 days, well since they record the conversations over the phone I am sure he can go back and hear that Ms. [redacted] said that I would be getting that check “expeditiously for all my troubles”. At this time, it has been over 20 days since that last conversation with Ms. [redacted] and close to three months since I started the service order and just like when I wrote to the BBB nothing has changed. Furthermore, he never mentions anything pertinent to the times I have reached out to ORHP in order for the company to have someone just fix the problem. His company has simply failed to do what’s right. Has he reviewed all the phone conversations I have had with different customer service representatives about the same issue? All those times that I have continuously repeated the same issues as to why I am calling. He proceeds to direct me to call Ms. [redacted] again or her Supervisor **. [redacted] as if somehow after close to 3 months one of them will finally have the time to fix my refrigerator and or provide me with some real assistance to begin with. **. [redacted] perhaps didn’t fully read my letter to begin with – Here I will quote myself. “Ms. [redacted] should not be assigned to deal with complex issues as she has done everything she has been able to in order to delay any positive conclusion to this work order. I have several voice mails she has left me on which she constantly tells me different stories about what she has “found” out from Major Appliance Service, which in the end offer nothing new as this problem keeps going and I as the consumer continue to waste money as my refrigerator has not been fixed.” The actions of ORHP are beyond unacceptable as the company is supposed to help the customers, the same ones that pay a premium for their services. ORHP is not doing me a favor, having a contract with them has proven to be costlier to me. I have had to spend so much out of pocket costs by now without any resolution to a problem they should have fixed within the first month. Their lack of professionalism from top to bottom is rampant. Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/23) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the dishwasher, microwave oven, pool motor, and payment of the Trade Call Fee (TCF); I have reviewed the file and the following is a brief summary of the service requests 03/24/Service request: dishwasher is not cleaning the dishes Dispatched: High Quality Inc 04/06/The Plan Holder called Old Republic Home Protection (ORHP) and advised us that the microwave oven was not working properly, and High Quality Incwas advised by us to diagnose the microwave oven 04/11/Status: the technician diagnosed that the dishwasher fill valve and the main circuit board for the microwave oven both needed to be replacedORHP authorized the repairs, and the repairs were completed on April 13, 04/21/Service request: the dishwasher will not turn on Dispatched: Since the service request was within the day recall period, High Quality Inc was dispatched to provide service with no additional TCF due 04/23/Status: the technician diagnosed that a component of the dishwasher water heating system failed and had to be replacedThe repair was authorized and the part was ordered 05/07/The dishwasher was repaired and was operating as designed 09/14/Service request: pool pump motor is not running Dispatched: Balboa Pool Service and Repair 09/17/Status: the technician diagnosed that water leaked into the electrical conduit that serviced the pool motor, which resulted in the failure of the pool motor Please refer to page of the Plan that states: "General Exclusions: DWe 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." Please extend our apologies to Mr [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 Mr [redacted] still wishes to cancel his Plan, please advise him to provide ORHP a written request, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms of cancellation noted on page of the Plan Should Mr [redacted] have a need for service to a covered system or appliance, please advise him to contact ORHP at XXX-XXX-XXXX, and a service request will be dispatched in accordance with the terms of coverage Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Mr [redacted] Revdex.com Plan [redacted] Dear Mr [redacted] Regarding the service request for the septic tank; I have reviewed the file that indicates the technician from [redacted] Installations Incdiagnosed the septic tank lid was cracked, and the damage was not the result of normal wear and use Please 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: C) Have become inoperable due to wear and use “ Please extend our sincere apologies to Mr [redacted] that the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry If Mr [redacted] has any additional information he believes should be considered, please advise him to mail it to the address below for my review [redacted] Sincerely, [redacted] Plan Compliance ManagerOld Republic Home Protection

Dear Revdex.com, Regarding the subsequent failure of the air conditioner; as stated previously, the failure of the run capacitor, diagnosed on the last service request, was not the result of the refrigerant level in the system according to the Service ProviderWe agree that the refrigerant level was balanced when he returned, however, they have indicated that the refrigerant level did not cause the capacitor to fail Also, please advise [redacted] I have mailed him a copy of the invoice for service rendered Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

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 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, the Trade Call Fee was not paid to the plumberAs 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