Franks Television

Initial Business Response /* (1000, 5, 2015/07/21) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the air conditioner; I have reviewed the file and according to Decker and Mattison Co, the compressor, located inside the condenser, has failed
and must be replacedThe technician has assured Old Republic Home Protection that once the compressor is replaced, the air conditioner will operate as designed
If MsMall has any questions, please advise her to contact me at her convenience
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Decker and Mattisin did say if the condenser was replaced the ac would operate fairly for short timeThey said it would be like a bandaid and they did not recommend just replacing condenserEven though the ac *** operate for short time with new condenser, it would not operate correctly and would not be like before as it would not have correctly matched ac and condensor
I have tried to talk with you regarding this concern and we were unable to resolve this fairlyThat is why I made the complaint with the Revdex.com
Final Business Response /* (4000, 10, 2015/07/28) */
Dear Ms***,
Please extend our sincere apology if there was a mis-understanding with the Service Provider, Decker and Mattison (DM)We spoke with *** from DM, and he assured us that replacing the compressor was a viable repair, and the new compressor would be a proper match with the existing condenser
If Ms*** has any questions, please advise her to contact *** at Decker and Mattison for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 12, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was absolutely no misunderstandingThe service tech provided the info to us that the entire ac needed to be replaced to work properlyThe owner of Decker Mattison, ***, was made aware of this as well*** advised he had told Old Republic that the AC needed replaced, but they refused and only wanted to replace condenser.the tech told us the whole unit needed replaced and this was witnessed by myself, my son, the neighbor, and my husbandI understand Decker Mattison must protect their relationship with Old Republic, but why would Old Republic question Decker Mattison recommendation, when they are their expertIt was a save money thing at the expense of the consumerYes the technician said a new compressor woud probably get the ac going long enough to get thru the warranty, but he said it was a temoorary fixThis is ver poor customer serviceI would hope the owner of Decker Mattison question this tech again about his recommendation and our conversations

Initial Business Response /* (1000, 5, 2016/01/26) */
Ms***
Revdex.com
RE: Plan # ***
Dear Ms***,
Regarding the service request for the furnace; 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
Based on the information *** 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 my associate, Ms***, is following up to assist *** regarding a resolution of her service requestIf *** has any questions, please advise her to contact Ms*** at 800-*** Ext*** for assistance
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
Initial Consumer Rebuttal /* (3000, 8, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Old republic home protection warranty company notified me that they now are going to cover the cost of replacing my furnace which I was very thankful forThe service provider they sent me gave the home warranty company a quote and stated that I would have to pay $on out-of-pocket expenses for alterations to install the furnaceI explained to old republic that I did not want to use that particular company to install my furnace and that I did not trust in his "quotes." Old republic said no problem they would send me a check for the price of a furnace and labor cost and I could go with whatever service provider I wanted toI was happy with that until they stated they would send me $for a new furnace and labor costsObviously that is nowhere near enough money to buy a furnace and pay someone to put it inOld republic argued with me stating that is what their service provider quoted to themWhen their service provider was in my home he quoted me over $just for a furnace and labor so old republic lied to me and is now forcing me to either use their service provider or I get bucksI am very upset and disappointed I believe that old republic home protection and their service provider are in cahoots to take advantage of peopleIn a last effort to work with old republic I asked them if I could call another company to come in and evaluate and submit a quote to them and I asked them if they would pay for it that way and they said no
Final Business Response /* (4000, 10, 2016/01/28) */
Dear Ms***,
Regarding the service request for the furnace, and the amount of the cash settlement; I have reviewed the file and confirmed the cost of the furnace and labor to complete the repair is $
Old Republic Home Protection (ORHP), like other home warranty companies, purchase furnace equipment directly from the manufacturer (e.g***), with minimal maon the equipmentIn addition, we have pre-negotiated labor rates with the Independent Network Service Providers to install the equipmentThese cost control measures enable us to maintain an affordable home protection Plan for our customers
Please refer *** to page of the Plan that states:
"We reserve the right to provide CASH IN LIEU of repair or replacement in the amount of
our actual costPayment will be provided based on our negotiated rates with our Service
Provider and/or Supplier network, which may be less than retail."
According to the file, my associate, Ms***, has spoken with ***, and is following to resolve the service requestPlease advise *** to contact Ms*** at 800-*** Ext***, at her earliest convenience, and advise her if she will agree to the non-covered portion of the repair, or is she would prefer the cash settlement
Sincerely,
***
Plan Compliance Manager
Final Consumer Response /* (4200, 12, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have gone ahead and accepted the $cash out, but please note your company is not fooling anyoneYou are taking advantage of people and I will make sure to spread the word that Old Republic Home Warranty is not worth a pennyYou are forcing your customers to use your contracted companies and those companies are charging ridiculous prices so that you can't afford the out of pocket premiums to even get the work done that needs to be done, henceforth you guys end up not having to pay a thingThanks for nothingI will take the $and save up until I have enough to replace my furnaceAt least your service provider gets nothing and you still had to pay out a little

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

Complaint: ***I am rejecting this response because:
Simply responding by referring me to my contract is a way that business respond when they are doing crooked thingsThey refer to the contract because they hide behind that contractIn my case the contract has nothing to do with my complaintMy complaint is that they cannot replace my broken AC with another broken AC, then leave me on my own to fix that second broken ACOld Republic is a bad companyThey deserve nothing short of an F from the Revdex.comTheir response referring me to their contract is not a resolutionIt's an excuseUnless I am fully refunded for my policy and *** AC is fully refunded for their additional work, I will not be happy with their resolution.
Sincerely,*** ***

Complaint: ***I am rejecting this response because: as you can see by the date it's on the responses from Old Republic there will past months from my original calling date you regardless as to whether they have done anything to date does not obscure the fact that they did nothing until the Revdex.com became involvedAgain all I want is for my contract to be Ended as of June and a full refund of the remainder of the contract from June forwardNo other resolution will be considered.Sincerely,*** ***

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

Dear Revdex.com,
Please advise Ms*** that the Plan coverage is automatically sent once payment is received, and our records indicate that the Plan coverage information was mailed to her on August 10,
Although the Plan does not provide coverage to reimburse for service without our prior authorization, as a gesture of goodwill, I will review the diagnosis and invoice from Ms***
Out-Of-Network ContractorPlease advise Ms*** to forward me a legible copy of the diagnosis and invoice for my review to the address belowI will communicate directly with her once I have reviewed the information provided
Old Republic Home Protection
*** *** ***
San Ramon, CA
Attn: *** ***
Sincerely,
*** ***
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2016/03/22) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the garbage disposal and dishwasher; 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
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the individual involved, ensuring he understands the result of his actions and comments
I have reviewed the file that indicates the garbage disposal and dishwasher were not in good operating condition on the effective date of the Plan
Please refer to page of the Plan that states:
"We will provide service for covered systems or appliances which malfunction, and are
reported, during the term of the Plan that:
B) Were correctly installed and working properly on the effective date of the Plan, and
C) Have become inoperable due to wear and use (including rust, corrosion, and
chemical or sediment build-up), after the effective date of coveragePre-existing
conditions are not covered."
Please extend our apologies to Ms*** 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*** has any additional information she believes should be considered, please advise her to contact me at XXX-XXX-XXXX Ext
Best regards,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Plan ***
Dear Revdex.com,
Regarding the water leak in the wall, and the shower valve; I reviewed the file that indicates the plumber from Hers and His Plumbing diagnosed the water leak in the wall was the result of a frozen hose bibb located on the outside of the homeIn
addition, the plumber diagnosed that the shower diverter was installed improperly which prevented water flowing to the shower massager.
In accordance with the Plan, coverage was denied
Please refer to page under Plumbing Coverage and page under Limitations of Liability that states:
“PLUMBING COVERAGE
NOT COVERED: … HOSE BIBBS”
“GENERAL LIMITATIONSTHIS PLAN DOES NOT COVER:
EImproper repair/installation/modification of the covered item.”
“GENERAL EXCLUSIONS:
AThis Plan does not cover services required as a result of:
… freezing … “
Please extend our apologies to Mr*** 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*** has any additional information he believes should be considered, please advise him to mail it to the address below
Old Republic Home Protection
*** *** *** *** *** ** *** *** *** ***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Dear Revdex.com,
As previously expressed, please extend my apologies for the circumstances that occurred
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Dear Revdex.com,
I have reviewed the file, a photo of the filter provided by *** ***, and the diagnosis from the Plan Holder’s Out-Of-Network Contractor, *** *** ***There appear to be a difference of opinion with regard to the cause of failure of the stainless steel filterThe technician from *** *** believes the damage I see in the photo is the result of chemical imbalance in the pool water over a period of timeAccording to the Plan, repairs as the result of chemical imbalance is not coveredThe technician from *** *** *** believes the damage is the result of wear and use
Since coverage is based on the diagnosis by a licensed Service Provider, I propose that we split the cost of the new filterPlease advise *** *** to provide me an estimate from his OONC for my review prior to initiating replacement, and I will advise how we may assist with the resolution of the service requestMy email address is ***, or he can mail it to my attention at the address below
Old Republic Home Protection
*** *** ***
San Ramon, CA
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 7, 2015/09/24) */
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 you 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
ORHP values Ms*** as a customer, and we hope she realizes the value of the Plan and the many benefits it providesIf Ms*** still wishes to cancel her Plan, please advise her to mail a written request to ORHP, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions of the Plan
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
Initial Consumer Rebuttal /* (3000, 9, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This letter addresses Elsie***This is another example of poor serviceMy name is *** ***, please advise
Final Business Response /* (4000, 11, 2015/09/29) */
Ms.*** is the representative at the Revdex.com (Revdex.com) that forwards the complaints for our reviewThe responses are addressed to her attention at the Revdex.comMy apologies for the confusion
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Plan ***
Dear Revdex.com,
Please advise *** *** our response has been outlined in our previous correspondenceIf he still wishes to cancel his Plan, it will be done so in accordance with the terms of cancellation on page of the PlanPlease advise him to inform me if he still wishes to cancel the Plan coverage and I will inform the Plan Cancellation Department
If *** *** has any additional questions, please advise him to contact me at *** *** ***
Sincerely,
*** ***
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2015/05/22) */
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 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
According to the file, the replacement compressor is scheduled to be delivered on *** 26, 2015, and my associate, Ms*** will follow up to ensure the service request is resolved in a timely manner
If Mr*** has any questions or concerns, 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,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/15) */
Ms*** ***
Revdex.com
Re: Plan ***
Dear Ms***,
Regarding the service requests for the toilet and the kitchen sink leak, as well as Mr*** request to cancel his Plan; I have reviewed the file and the following is a brief
summary
07/22/Plan becomes effective for the Plan Holder, Mr***
08/03/Service request: guest bathroom toilet is not filling, and there is a pipe leak under the kitchen sink
Dispatched: High Priority Plumbing
08/05/Status: the plumber diagnosed the toilet flapper was leaking and had to be replaced, and there was no leak diagnosed under the kitchen sinkIn addition, Mr*** asked the plumber to install a reverse osmosis (R/O) system that he had purchased, prior to the arrival of the plumberWe advised Mr*** that the Plan does not provide such service, and he would need to discuss installation with the plumber directly
Mr*** advised us if we did not approve the installation of the R/O system, that he would not pay the Trade Call Fee
Please 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."
Old Republic Home Protection 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 us a written request to the address below, fax the request to ***, or email the request to ***, and the Plan will be cancelled in accordance with the terms of cancellation
Old Republic Home Protection
***
If Mr*** has any questions, please advise him to contact me at *** Ext***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will draft a second letter to Old Republic asking for a full refund of my money, I will send the Revdex.com and the company each a copy and upon receipt of all the money I paid them, I will then accept the company's response and consider the matter closed
Final Business Response /* (4000, 9, 2016/01/20) */
Dear Ms***,
Please inform Mr*** the Plan will be cancelled, per his request, in accordance with the terms of cancellation outlined on page of his Plan
If he has any questions, please advise him to contact our Accounting Department at
*** for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

RE: Plan # ***
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 *** *** 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
According to the file, on June 12, my associate, *** ***, spoke with *** *** and will follow up to ensure the service request is resolved in a timely mannerIf *** *** has any questions, please advise her to contact *** *** at *** *** *** for assistance.
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

Plan ***
Dear Revdex.com,
We understand that *** *** is dissatisfied with our decision to not renew her Plan.
In reviewing the coverage we’ve offered over the last three years, we have received $1,in Plan fees, and paid out almost $2,in service
cost, for a loss ratio in excess of 180%For that reason, we have made the decision to not offer renewal.
We apologize for any inconvenience this may cause *** ***
In the event *** *** wishes to maintain her home warranty coverage, she may wish to contact another Home Warranty Company to obtain coverage. We recommend visiting the National Home Service Contract Association website at *** for a list of reputable companiesWe do not suggest companies that sell home warranties strictly over the Internet, as many are not properly licensed and/or regulated as required.
While our goal as an organization is to serve others with a "People Helping People" philosophy, we hope *** *** can understand our position, and am sincerely sorry that we cannot offer a renewal for this home going forward
If *** *** has any questions, please advised her to contact our Sales Support
Department at *** *** ***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Dear Revdex.com,
Regarding the replacement of the air conditioner; as stated previously, Old Republic Home Protection (ORHP) met the Plan coverage obligation and installed a new system that was comparable in features, capacity and efficiencyIt was not our responsibility to determine if the existing system that was installed when he purchased the home was adequate
As for the equipment installed; there has been no information provided to ORHP that would support the equipment does not meet or exceed the efficiency, tonnage or cooling capability of the equipment that was replaced
If *** ** *** has any additional information he believes should be considered, please advise him to forward it to me for review
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Complaint: ***I am rejecting this response because: Although the hvac unit was installed today Friday January 2017, we are still to receive anything written outlining the services to be providedWe have received no written documentation not even from the contractor *** *** *** *** ***The new unit was installed and attached to the old dirty ducting instead of having new ducting installedThe contractor said that the return duct was disconcted in the attic so he simply reatached it, but what he failed to do is check to see if the ducts were clean which they are notSome vents had rat nests in themNow I have to get my system cleaned to ensure the health and safety of my family in using the new unitMy question is why was not the ducting included with the instalation of the new unit and why are we still to receive any kind of work order or written confirmation of services renderedAlso I was under the impression that the unit need to be inspected by an outside agency but that is not schedualed to happen eitherI am glad that the company decidded to uphold their contractual obligation to replace our unit and cover some extraneous costs but to what extent they cut corners I wouldnt knowThis company has kept us in the dark about alot of things and the treatment we have encountered from old republic and its agents has been unacceptable in my opinionIm just glad this experience is pretty much over with.Sincerely,Billy Ward

Complaint: ***I am rejecting this response because:
OLD Republic was first contacted to repair the microwave, not for any smell, but because it would not turn onThe repairman could not fix it, which is why they rescheduled with a second repairmanI was told my *** the first repairman felt it was the panel that was not workingVery convenient for them for not mentioning this in their responseThe 3rd repairman said the filter was removed which caused the damageThat would be impossible, because the microwave was not turning on when the first guy came, and therefore not used, could not be used when the 3rd guy came
Old Republic should be ashamed for such a deceptive responseThey always ask what is wrong with the appliance while placing the service requestI would like them to play a recording of what I told them was wrong with the microwave when I first called.
Sincerely,*** ***