Franks Television

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I got vocal confirmation today from the company that they are writing me a check to reimburse me and is sending it have not received it as of yet.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/24) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the toilet; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances
outlined in Mr***'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
According to the file, my associate, Ms***, has been assigned to review the service request, and will follow up with Mr*** to discuss the Plan coverageIf Mr*** has any questions, please advise him to contact Ms*** 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I concur with the responseIt is just unfortunate that it had to go to the Revdex.com to resolve any issues
Thank you Old Republic for resolving the issue

Plan ***
Dear Revdex.com,
Regarding the service request for the air conditioner; I reviewed the file that indicates that the technician from North Valley Mechanical diagnosed an improper condenser fan motor module was installed on the equipment, which has resulted in the
diminished cooling capability of the air conditioner
Please refer to page of the Plan that states:
“GENERAL LIMITATIONSTHIS PLAN DOES NOT COVER:
EImproper repair/installation/modification of the covered item.”
Please extend our sincere apologies to *** ** *** 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 *** ** *** has any additional information she believes should be considered, please advise her to forward it to me for review at the address below
Old Republic Home Protection
*** *** ***
San Ramon, CA
Attn: *** ***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Dear Revdex.com,
According to the file, my associate, Mr***, has spoken with Mr**, and on March 29, 2017, he emailed Mr** information regarding the replacement of the dishwasher, or a settlement to resolve the service requestPlease advise Mr** to contact Mr*** at his earliest convenience at *** *** ***
Sincerely,
*** ***
Plan Compliance Manager

Ms***,
Please advise Mr*** that our apology for any inconvenience is sincereAs stated previously, it is not conceivable to have tradesman available in every city, in every state, for every trade, and the intent of the Plan is to not only pay for covered repairs, but to also provide a network Service ProviderThat said, each home warranty company has the same challenges as Old Republic Home Protection, and the underlining importance of the home warranty industry, is to provide coverage and pay for repair costs for the Plan Holder
Again, we apologize that we were unable to provide the level of service Mr*** wants and deserved
Sincerely,
*** ***
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2015/11/17) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the HVAC system; I reviewed the file that indicates on November 16, 2015, my associate, Ms.***, spoke with Ms*** and advised her
that Old Republic Home Protection agreed, strictly as a matter of goodwill, to provide her $toward the repair
I have confirmed a check for $has been processed, and Ms*** should receive the check within days
If Ms*** has any questions, please advise her to contact Ms.*** at XXX-XXX-XXXX Ext*** for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not agree to accept the checkI told your company that I would get back with you with my decision$is far from the cost of replacement of the unitThe check will not be cashed as this matter is not closedIf your company would do the right thing per your policy, and meet me even halfway with the cost, I would be more than satisfiedHowever, as you continue to try to bully me into dropping this matter that you should rightly approve, I will be seeking arbitration through small claims court
Final Business Response /* (4000, 9, 2015/11/20) */
Ms***,
Regarding the service request for the furnace; I reviewed the file and my associate, Ms.*** spoke with the Plan Holder today, and is following up to schedule a network Service Provider to return to the property and provide Old Republic Home Protection an estimate for the repair or replacement of the furnaceIf Ms*** has any questions, please advise her to contact Ms.*** at XXX-XXX-XXXX Ext*** for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Plan ***
Dear Revdex.com,
Please advise *** ** to email me a copy of the invoice from Patterson Heating & Air for my review to the email address belowThank you
***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

*** ***
Revdex.com
Re: Plan ***
Dear *** ***,
Regarding the service request for the air conditioner; I have reviewed the file and the following is a brief summary of the service
request
04/11/16 Plan effective
08/17/16 Service request: air conditioner blows warm air
Dispatched: Jim Morris and Sons
08/18/16 Old Republic Home Protection (ORHP) received a call from the Plan Holder and she requested to use an Out-Of-Network Contractor (OONC)
Dispatched: The Plan Holder was advised in order for us to confirm coverage or consider reimbursement for covered services, the OONC must, prior to any services being rendered, call our Authorization Department with the diagnosis and dollar amount of services required
Please refer to page of the Plan that states:
“When we request or authorize you to obtain an INDEPENDENT OUT-OF-NETWORK
CONTRACTOR to perform diagnosis and/or service: 1) The Contractor must be qualified,
licensed, and insured, and charge fair and reasonable rates for parts and service2) Once
the technician is at the home, and prior to any services being rendered, you must call our
Authorization Department with the technician’s diagnosis and dollar amount of services
requiredCovered repairs or replacements will be authorized if work can be completed at
an agreed upon rate3) We will provide an Authorization Number for the covered services
and dollar amount that we have authorizedFailure to contact us as outlined may result
in denial of coverage4) Upon completion of the authorized services, the Contractor
must provide you an itemized invoice for the authorized charges5) You must submit the
itemized invoice, including the Authorization Number provided by us, for reimbursement6)
A Trade Call Fee is due per trade, and will be deducted from any reimbursement provided
7) You are expected to pay the Independent Out-of-Network Contractor directly for the
services rendered and then submit the invoice to us for reimbursementWe accept invoices
by fax (***), post (P*** *** *** *** *** ** ***) or email to:
***.”
The Plan Holder was also emailed the OONC process which states:
“Once the estimated cost of the job is determined:
If the work is covered by the Plan, and the Contractor will charge $or less to complete the work, you are authorized to complete the repairs
If the cost will exceed $100, you are required to call us prior to the Contractor initiating any repairs
Call *** *** for authorization
If we do not agree with the bid provided by the Contractor, we reserve the right to request a second opinion or, if you prefer, we may authorize the repair and reimburse you our cost, which may be less than retail
If you do not call us to obtain authorization for repairs in excess of $100, we have no obligation to reimburse you, or we may reimburse you our cost, which may be less than retail.”
08/19/16 *** *** provided ORHP the diagnosis from the OONC, which indicated the compressor inside the condenser had failed, and the replacement cost for the compressor and miscellaneous parts was $2,The OONC also provided her an estimate of $4,to replace the entire air conditioning system.
Since the estimates were determined to be in excess of what our network Service Providers charge for this type of repair, *** *** was given the choice of allowing ORHP to obtain a diagnosis and estimate from a network Service Provider, or, we would reimburse her our cost ($664) for the covered repair*** *** chose to have the repair completed by the OONC and acknowledged reimbursement would be at our cost of $664, less the Trade Call Fee
08/24/16 ORHP processed the reimbursement of $664, less the $Trade Call Fee
08/31/16 A check for $was mailed to *** ***
Please extend our apologies to *** *** that the terms and conditions of the Plan do not provide coverage for all of the costs associated with the repair of her air conditionerWhile the intent of ORHP is to provide as much coverage a possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

After several calls, I was able to reach a managerThe case is not closed just yet, but I have his direct lineProviding I get my payment in the mail, the case can be closed

Dear Revdex.com,
Please extend our sincere apologies to *** *** that we are unable to renew her PlanAs referenced in our previous correspondence, if *** *** wishes to obtain a home warranty Plan, we suggest she refer to the National Home Service Contract Association website for a referral
If *** *** has any questions, please advise her to contact me at *** *** ***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/12/02) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the clothes dryer; 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 Providers and individuals involved, ensuring they understand the result of their actions and comments
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund the Trade Call Fee, and Mr*** should receive the check within days
ORHP values Mr*** as a customer, and we hope that he realizes the value of the Plan, and the many benefits it providesIf Mr*** still wishes to cancel his Plan, please advise him to mail a request to the address below, fax the request to XXX-XXX-XXXX, or email the request to ***@orhp.com, and the Plan will be cancelled in accordance with the terms and conditions of the Plan
Old Republic Home Protection
P.OBox
San Ramon, CA XXXXX
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
Initial Consumer Rebuttal /* (2000, 7, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Like most customers, I do not want to change companies on something in the middle of a contractI appreciate the trade call return and hope any future issues will be dealt with in a timely manorIf this is the last time communications this poor communication happens and slow service I will continue to be a paying customerThank you

Regarding the service request,
I was originally approved for $in repairs to fix the valveThe valve is not functional and needs repairIf fixtures are not covered then I will cover that myself but it seems only fair that you stand by your original approval of $to repair the valve which is covered by my planAccording to my understanding of the plan, the valve is covered and is damaged and in need of repairMy policy covers the valve and the repairs were originally approved so my request is that you stand by the original approval instead of trying to find any reason to deny the claimI am trying to find a compromise here and I hope that we can work something out so that you don't lose my future business or all the business that results from my Yelp and Google reviews covering this event in detail for all consumers to view.
Complaint: ***I am rejecting this response because:Sincerely,*** ***

RE: Plan # ***
Dear Revdex.com,
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 *** *** 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, *** ***, was assigned to review the service request and has left two messages for *** *** to discuss a resolutionPlease advise *** *** to contact *** *** at *** *** *** for assistance.
ORHP appreciates *** *** 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

RE: Plan # ***
Dear Revdex.com,
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 *** *** 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 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 and authorized His & Her Appliance to complete the repair of the clothes washerIf *** *** has any questions with regard to scheduling the appointment, please advise her to contact them at ***
ORHP appreciates *** *** 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Dear Revdex.com,
Regarding the Plan cancellation request, the Trade Call Fee and the Plan cancellation calculation; Plan cancellations are calculated based on the date the cancellation is requested, and does not revert back to the date a specific service request was placedThe Plan was cancelled per the request of *** *** effective January 17,
With regard to the Trade Call Fee; as indicated in our previous correspondence, the Trade Call Fee is not being waived
As for the calculation of the Plan cancellation request; I confirmed as a gesture of goodwill, the $Administration Fee to process the cancellation request was waivedThe following are the calculations used to process the cancellation of the Plan
Plan Fee $
Earned Premium $-(@ $1.7534/day)
Net Service Costs $ -
Plan fee refund $
If *** *** has any questions regarding the calculations, please advise him to contact our Accounting Department at *** for assistance
Sincerely,
*** ***
Plan Compliance Manager

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the garbage disposal, 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 *** *** 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 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
With regard to payment of the TCF; the TCF is due whether the service request is covered or deniedPlease refer to page of the Plan that states:
“You are responsible to pay a TRADE (SERVICE) CALL FEE (TCF) when the Service
Provider arrives at your homeThe 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 daysThe TCF is due
whether service is covered or deniedEssentially, when we incur a cost of service, you
are responsible for a TCF.”
According to the file, my associate, *** ***, was assigned to review the service requestIf *** *** has any questions, please advise him to contact *** *** at *** *** *** for assistance
ORHP appreciates *** *** 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

Initial Business Response /* (1000, 5, 2015/06/19) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
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***'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 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
I have reviewed the file and based on the circumstances, have processed an additional $as cash settlement for the heat pump; a check for $will be mailed within the next ten business 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We appreciate Mr***'s quick response to our issue and we are grateful for his willingness to rectify the situationWe hope he and ORHP understand that we wanted to work with them to solve the problem as quickly and as cost effectively as possible for all involvedI understand that there *** be situations in which a customer is trying to milk the warranty system, but ORHP needs to really evaluate the standard of contractors they choose to be sure that the problem does not lie in contractors who want to do as little work as possible in order to get paid quickly and move alongIf problems are not fixed correctly and quickly the cost for ORHP could double or triple before it is resolvedCustomer satisfaction does matter and being a company who honors their word gives customers the opportunity to brag about this company instead of feeling cheated and unsatisfiedThanks again and we appreciate ORHPs response to honor their agreement

RE: Plan # ***
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 Ms*** 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 on July 19, 2017, my associate, Mr***, spoke with Ms*** and will follow up to ensure the service request is resolved in a timely mannerIf Ms*** has any questions, please advise her to contact Mr*** at *** Ext***
ORHP appreciates Ms*** 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Plan ***
Dear Revdex.com,
Regarding the service request for the refrigerator; I reviewed the file that indicates on March 30, 2018, my associate Ms***, Call Center Supervisor, spoke with *** and he advised her that he would prefer to replace the refrigerator than to have it repaired*** agreed to accept $in lieu of repairs, and the Ms*** has processed the check*** should receive the check for $within days
If *** has any questions, please advise him to contact Ms*** at *** *** ***, or her Supervisor *** ** *** ***.
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
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 Ms*** placed a service request for her air conditioner on June 22, 2015, and the technician completed the repair on June 23, The air conditioner was operating as designed when the technician left the property
If we can be of further service, or if Ms*** has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance
ORHP appreciates Ms*** 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,
*** ***
Claims Manager
Old Republic Home Protection