Franks Television

Complaint: [redacted] I am rejecting this response because: The company is only in it for the moneyThey want you to pay for a warranty and drop you when you use the warrantyWhat is the point of having a warranty and when you use it they don't want to renew the plan for the following yearI guess they just want the money to come in and don't want any to go out In addition, when you contact them you have to deal with rude representativesI am very happy with my new warranty company who actually offers more than this companyI am glad I kept looking! Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/06) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the water heater; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr [redacted] '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 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 As a result of the circumstances that occurred, ORHP has agreed as a gesture of goodwill, to honor Mr [redacted] 's request to waive the $Trade Call Fee ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the waiver of the call out fee however I did request to speak to a supervisor and have yet to hear from one

Initial Business Response / [redacted] (1000, 5, 2015/09/10) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner and payment of the Trade Call Fee; I have reviewed the file that indicates the Independent Network Service Provider dispatched by Old Republic Home Protection (ORHP) diagnosed that the air conditioner is a mini-split ductless systemAccording to the Plan, mini-split ductless systems are excluded from coverage Please refer to page under Air Conditioner/Cooler Not Covered that states: "Not Covered mini-split ductless systems " Although the Plan requires payment of the Trade Call Fee whether service is covered or denied, as a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund your Trade Call FeeA check for $will be mailed to you within the next ten business days If you have any additional needs for service during your Plan term, please contact us at XXX-XXX-XXXX for assistance Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Complaint: [redacted] I am rejecting this response because issue still not resolveStill waiting for the check from ORHPSincerely,***

Initial Business Response / [redacted] (1000, 5, 2016/01/06) */ 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 Mr [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 Please advise Mr [redacted] to provide me a copy of the diagnosis and repair invoice from his Out-Of-Network Contractor for the replacement of the control board and relay in the amount of $548, for my review, and I will reimburse him for covered repairs in accordance with the terms and conditions of the PlanThe information can be emailed to me at ***@orhp.com, or mailed to my attention at: Old Republic Home Protection P.OBox San Ramon, CA XXXXX 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 / [redacted] (2000, 7, 2016/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Consumer Response / [redacted] (2000, 12, 2016/01/20) */ Our complaint has been satisfactorily handled and we have received the refund we expected on January 20, Thank you

Initial Business Response / [redacted] (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 replacingPlease refer to page 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 / [redacted] (2000, 7, 2015/11/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/12/02) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr [redacted] ' 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 you 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 I have reviewed the file that indicates my associate, Ms [redacted] , has spoken with Mr [redacted] , and will follow up to ensure the service request is resolved in a timely manner In addition, 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 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 Extfor 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 / [redacted] (2000, 7, 2015/12/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) After this complaint and speaking with a supervisor the business seems to have agreed to an appropriate course of actionI do not think however that the individual service providers fixing the refrigerator each time were to blame for this issue

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the air conditioner and the delay completing the repair; 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 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 file and ensure the service request is resolved in a timely manner If [redacted] has any questions, please advise her to contact [redacted] at [redacted] Ext***, or his Supervisor, [redacted] , at Ext*** ORHP appreciates [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

Dear Ms. [redacted] , Please extend our apologies for the delay resolving [redacted] service request. 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. [redacted] service request is being followed up on by my associate, Ms. [redacted] , and she will ensure it is resolved in a timely manner. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at 800- [redacted] Ext. 1018, or her Supervisor, Ms. Dolley, at Ext. ***. Sincerely, [redacted] Plan Compliance ManagerOld Republic Home Protection

Dear Revdex.com, Regarding the denial of coverage for the pool equipment; our decision to deny coverage was based on the diagnosis by Leisure Time WatersIf ** [redacted] has any additional information he believes should be considered, please advise him to mail it to me at the address below Old Republic Home Protection [redacted] San Ramon, CA Attn: [redacted] Sincerely, [redacted] Plan Compliance Manager

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the septic system, and the request for reimbursement for repairs completed by an Out-Of-Network Contractor; 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 I reviewed the file that indicates the septic tank was pumped in November, and the Plan provides coverage for one septic tank pump per Plan term In January 2017, a service request was placed for the septic system, and the Out-Of-Network Contractor, Reddi Industries, advised Old Republic Home Protection that the septic tank had to be pumped, and a riser lid had to be installed to be bring the tank up to codeThe estimate for the tank pumping was $Although the Plan coverage for septic tank pumping had already been met, ORHP authorized the tank pumpingAs a gesture of goodwill, ORHP will reimburse Mr [redacted] $for the septic tank pumpingHowever, the Plan does not provide coverage for the cost to bring the septic tank lid up to code Please refer to page of the Plan that states: “PERMITS AND OTHER FEES: AYou may be responsible for the payment of additional fees not covered according to the terms and conditions of the PlanThese fees may include, but are not limited to: The cost of permits and code upgrades.” Please advise Mr [redacted] I have processed a check for $300, and he should receive it within 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

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. Yes- After making a post on the company's facebook page I was contacted and reimbursed. However I still think the company is shady due to the fact they want cancel your plan over the phone. They transfer to a pre-recorded message that explains how to cancel. Which includes sending a letter and other things to cancel. This is bogus! But again, I did get my money refunded back to me on this case. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The response does not address any of the issues and appears to be a formThe fact that my complaint included multiple employees and a service provider over multiple instances do give the appearance that this type of behavior is at least somewhat ingrained into the company culture, at least in pocketsAs a new customer I was treated as though everything I said was a lie because the company may have been burned in the pastThe summary denial of my plumbing claim was ignored in the response, as was the fact that during the mentioned conversation regarding my air conditioner working as intended I unequivocally stated that the technicians fix was a band-aid on a bullet hole which I verified with multiple other HVAC specialistsThe "resolution" to my air conditioner leaking Freon was to install screw on dust caps and refill the systemDust caps are designed for exactly what they sound like, to keep dust out of AC valves and linesWhile they can serve to slow a leak from a valve that is not their purposeAt the risk of being too cheesy with my use of colloquialisms, ORHP has simply kicked the can down the road likely hoping the quick fix will hold up until my warranty runs outIt may, but it was not the right or the ethical thing to do, and it is by no means the proper repair in this instance Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ 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 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 I have reviewed the file and confirmed that the air conditioner was repaired on July 14, 2015, and is operating as designed As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Ms [redacted] 's request to waive the Trade Call Fee, and a refund check will be mailed to her within the next ten business days 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] (2000, 7, 2015/07/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Dear Revdex.com,
Regarding the service request for the air conditioner; our previous response addressed *** *** belief that we did not provide him an adequate settlement for the service completed by an Out-Of-Network Contractor (OONC), and I provided an explanation how settlements are calculated when service is completed by an OONC*** *** has now asked for a written record of his service requestAlthough I am unable to provide him a transcript of his service request, I can provide him a brief summaryIn an effort to address what *** *** has requested, please ask him if he would like a summary of the service request, and I will provide him a summary within ten days
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/06/26) */
Ms***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms.***,
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***'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*** 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
According to the file, my associate, Ms***, has spoken with Ms*** and will follow up to ensure the service request is resolved in a timely mannerIn addition, as a result of the delays, ORHP will honor Ms***'s request, and the Trade Call Fee will be reimbursed to her within the next ten business daysIf Ms*** has any questions, please advise her to contact Ms*** at XXX-XXX-XXXX ext***
ORHP appreciates Ms*** taking the time to provide her opinion and perspective of her service experience, which in turn, allows ORHP the opportunity to improve the service we provide to our customers
Best regards,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have now been witho air conditioning for almost weeksThe home warranty company continues to send incompetent and unreliable contractors to do the workI have not been able to reach the contractor that has been hired to do the repairs at this week and all previous contacts have been with rude and unprofessional personalThe Old Republic representatives continue to contact me well after business hours so nothing is getting accomplishedHad they been willing to compensate the reasonable and competent contractors I received quotes from, I would have had air conditioning at least a week agoNow I am looking at at least another 5-day waitI feel for any eldery or children that have to deal with this companyI have spent countless hours dealing with this issue and missed over a full day of work with out any relief or compensation
Final Business Response /* (4000, 9, 2015/07/14) */
Ms***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms.***,
Regarding the service request for the air conditioner; I reviewed the file and the repair is scheduled for completion today, July 14, My associate, Ms***, has spoken with Ms*** and will follow up to ensure the service is completed
If Ms*** has any questions, please advise her to contact Ms*** at XXX-XXX-XXXX ext*** for assistance
Best regards,
*** ***
Claims Manager
Old Republic Home Protection

Complaint: ***I am rejecting this response because: It was mailed on 7/21/17Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/01/12) */
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the sewer ejector pump; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr
***' letter
After further review of the file, it was determined that the optional sewer ejector pump coverage was not purchased on Mr***' PlanWe have contacted Mr*** and advised him regarding his coverage
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*** 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
As a result of the circumstances that occurred, ORHP has agreed to refund Mr*** his $Trade Call Fee, and he should receive the check within days
ORHP appreciates Mr*** 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection

*** *** ** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** * *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** Hello Revdex.com I will need to ask reopening the case because my issue was never solvedThank youSent from my iPhone

Initial Business Response /* (1000, 5, 2015/06/19) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Mr***
Regarding the service request for the cloths washer; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Mr***'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 Mr*** 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 that indicates my associate, MsSelf, spoke with Mrs*** on June 17th, and will follow up to ensure the service request is resolved in a timely mannerIf Mror Mrs*** have any questions, please advise them to contact MsSelf at XXX-XXX-XXXX ext*** for assistance
ORHP appreciates Mr*** 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 10, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from ORHP is exactly what I thought it would be, a brush offAgain, they have proven that nothing will be done to back up the claims and responses directly from their representativesI just spoke to the service provider and he stated he received misinformation from them as well, which of course, is not surprisingI would warn all of my friends and family of their caliber of customer service and the hit or miss professionalism and efficacy of their contracted service providersInstead of fixing my AC and feeling that wonderful cool breeze, all that response gives me is hot air!
Final Business Response /* (4000, 12, 2015/06/24) */
Ms***,
Regarding the non-covered costs to install the new equipment; as previously mentioned, please extend our apologies that the terms and conditions of the Plan did not provide coverage for a portion of the repair
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 16, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The proposed solution is simply put, for me to just deal with itThey had poor examples of professionals both doing skilled labor as well as representing their companyFurther, they were both condescending and untruthfulThis is not a solutionI would never use them again