Franks Television

Complaint: [redacted] I am rejecting this response because: It is apparent that Mr [redacted] and I both remain resolute in our differing opinions on the action(s) taken by Old Republic Home Warranty regarding my claimI will not respond to any future emails relating to this matterI have also come to the conclusion that home warranty policies written by Old Republic are probably not worth the paper on which they are writtenThank you Revdex.com for your efforts in this matter.Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] I do appreciate Old Republic sending out a different plumbing company who actually took min to figure out that it was just a wire that had gone badI didn't need a new hot water heaterI knew something wasn't rightI would like to add that I'm not an isolated caseThis happens to many of your policy holdersI was just determined not to let you and K&S Plumbing take advantage of meI would very seriously recommend you (as Old Republic) to do right by your policy holdersIt will always come back aroundK&S plumbing are crooksThe second plumbing company were honest and hard working peopleI hope you clean up your service providers list Thank you [redacted]

Complaint: [redacted] I am rejecting this response because: I mailed the requested documents to the business as instructed I await their response Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 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 and part suppliers, to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers, and 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 Ms [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and part suppliers 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 to Ms [redacted] , and a 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] (3000, 8, 2015/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have called Old Republic over times in the past days and each time we have been given a different excuse as to why we are still waiting on service, each time we are told it should be "a few more days" We have been given the run around by your company for the past daysEven to this day July, 20th we are still without Air conditioning in our home and are subject to 90+ degree heat inside our home on a daily basisWe have called Old Republic and have been met with excuse after poor excuseFurthermore, to try to refund us a service fee of $is a slap in the face Due to the lack of professionalism and complete and utter disdain for our circumstance as your paying customerAfter calling today July 20th we have been told yet another excuse as to why the compressor that was supposed to be ordered on the 1st of July is still not in for pickup and told that it would be yet another day before it "should be in"This is the 4th time we have been given a specific date for the part to arriveAt this point We feel that a refund of the $Service fee is only the beginning of a remedy for lack of professionalism in this situationWe have had to purchase two $Portable AC units to try to combat the 90+ degree temperatures in our homeA complete refund for those would be the suitable outcome to this issue, Being that we will most likely see our power bill skyrocket in the next cycle due to these units running constantly Final Business Response / [redacted] (4000, 10, 2015/07/21) */ Ms [redacted] , Please extend my apology for the delay replacing the air conditionerAccording to the file, my associate, Mr [redacted] , has spoken with Ms [redacted] and agreed to reimburse her $for the purchase of portable air conditioner units If Ms [redacted] has any additional questions, please advise her to contact Mr [redacted] at XXX-XXX-XXXX ext [redacted] for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ Plan XXXXXXXX Dear Ms [redacted] , Please extend our sincere apologies to Mr [redacted] for the delay mailing his refund checkI have reviewed the file and confirmed the check was mailed on November 20, 2015, check number XXXXXXIf he has any questions, please advise him to contact our Accounting Department at XXX-XXX-XXXX for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank-you Revdex.comI finally received a check Saturday 11/28/The check did have a process date of 11/20/15, I have no idea why it took days to get hereIt's unfortunate that an apparently big corporation has a difficult time with such a small mattermonths later than promised, I finally have my check thanks to a Revdex.com prodding investigation and threat of a negative ratings for themMy wife and I appreciate your efforts

Plan [redacted] Dear Revdex.com, Regarding payment of the Trade Call Fee (TCF); according to the file, the service request was reviewed by [redacted] , and based on the information she reviewed and was provided to her by the Independent Network Service Provider, service was provided to the pool equipment and therefore, the TCF was due in accordance with the terms and conditions of the Plan Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

RE: Plan # [redacted] 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 that occurred on Mr [redacted] service request 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 According to the file, ORHP dispatched a different company (Kings Dominion Plumbing) to service the water heater, and on August 2, 2017, they determined the water heater did not require replacementTheir technician diagnosed a faulty pilot assembly component had to be replacedThe owner of plumbing company advised me that they returned on August 3, and completed the repair and the water heater was operating as designed If Mr [redacted] has any further need for service, please advise him to contact us at [redacted] 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 Business Response / [redacted] (1000, 5, 2015/05/22) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding payment of the Trade Call Fee; please refer Ms [redacted] to page of the Plan titled When You Need Us 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." If Ms [redacted] has any questions, please advise her to contact us at XXX-XXX+ [redacted] for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) YesThere is TCFBut, I want TCF to be waved Because I can get FREE diagnosis and estimation by CA licensees, it is wasting my money to pay for diagnosis and estimation for service man sent by orhp Final Business Response / [redacted] (4000, 9, 2015/05/29) */ Dear Ms [redacted] , Please advise Ms [redacted] as stated in my previous response; when she places a request for service and an Independent Network Service Provider responds to her home, there will be a Trade Call Fee due in accordance with the terms and conditions of the Plan Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 13, 2015/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Following is my proposed solution I pay the $service feeOrhp authorized the technicians who did free inspections on issues to do the repair without delay This solution is fair for technicians who offers free inspection and prevents me from wasting $service fee blindly without experts evaluation On the other hand, Orhp can go with it's protocol

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the plumbing stoppage; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in ** [redacted] ’s letter I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information 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 According to the file on April 13, 2018, my associate Ms [redacted] , Call Center Supervisor, approved reimbursement of an additional $regarding the service completed by the Out-Of-Network Contractor Ms [redacted] should receive a check in the amount of $within the next days If Ms [redacted] has any questions, please advise her to contact Ms [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

Initial Business Response / [redacted] (1000, 5, 2015/07/21) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the plumbing stoppage and Mr [redacted] 's request to waive 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." However, based on the circumstances that occurred, Old Republic Home Protection has agreed as a gesture of goodwill, to honor Mr [redacted] 's request to waive the Trade Call Fee Please advise Mr [redacted] that future service requests will require payment of the Trade Call Fee in accordance with the terms and conditions of the Plan Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am pleased with Old Republic Waiving the fee and I understand for the futureThank you

Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXXX Dear Ms [redacted] , Regarding the service request for the heating system; 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 Based on the information Ms [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments I have reviewed the file and my associate, Ms [redacted] , has been assigned to follow up to ensure the service request is resolved in a timely mannerIf Ms [redacted] has any questions, please advise her to contact Ms [redacted] at XXX-XXX-XXXX Ext [redacted] for assistance ORHP appreciates Ms [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Plan [redacted] Dear Revdex.com, Regarding Mr [redacted] request for reimbursement for service provided by ARS Rescue Rooter; according to the file my associate, Ms [redacted] , spoke with Mr [redacted] on July 18, 2017, to discuss a resolution of his requestMs [redacted] contacted ARS Rescue Rooter (ARS) to discuss the service they provided (their invoice was not legible), however, they declined assistance unless they received authorization from Mr [redacted] to discuss their service with Old Republic Home Protection (ORHP) Please advise Mr [redacted] to contact ARS and advise them they can discuss their service with Ms [redacted] , and to please advise Ms [redacted] when she can contact ARS so she can assist with resolving the service request If Mr [redacted] has any questions, please advise him to contact Ms [redacted] at [redacted] Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in 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 The file indicates that on March 6, my associate, Ms [redacted] , spoke with Mrs [redacted] and is following up to resolve their service requestIf Mror Mrs [redacted] have any questions, please advise them to contact Ms [redacted] at [redacted] for assistance ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Dear [redacted] , According to the file, my associate, [redacted] , spoke with [redacted] on September 16, regarding his ductwork and his belief that the Service Provider has caused damage to the ducts [redacted] advised [redacted] that the Plan does not provide coverage for consequential or secondary damage, and instructed him to contact the Service Provider directly for assistance If [redacted] still requires assistance after speaking with them, he was advised to contact [redacted] at [redacted] for assistanceIn addition, as a gesture of goodwill, Old Republic Home Protection is providing [redacted] $toward the repair of his ducts, which represents the Plan limit for duct work repairPlease advise him that he should receive the check within days Sincerely, [redacted] Plan Compliance Manager

Dear Revdex.com, Regarding the need for service for the furnace; I reviewed the file that indicates the only service request we received was for the air conditioner evaporative coil, which was determined to still be under the manufacturer warrantyIf [redacted] requires service for his furnace, please advise him to contact our Customer Service Department at [redacted] for assistance, and place a request for service so we can dispatch a network Service Provider to provide a diagnose Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the Viking kitchen exhaust fan; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted] letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement According to the file, on June 21, 2017, my associate, [redacted] , spoke with the Plan Holder and agreed to dispatch a different network Service Provider to complete the repairIn addition, as a gesture of goodwill, [redacted] agreed to refund the $Trade Call Fee If [redacted] has any questions, please advise him to contact [redacted] at [redacted] for assistance ORHP appreciates [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ 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***'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 According to the file, A & A Air Conditioning completed the repair of the air conditioner on July 22, 2015, and the air conditioner system was operating as designed If Ms [redacted] has any further needs for service, please advise her to contact us at XXX-XXX-XXXX for assistance ORHP appreciates Ms [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection

Plan [redacted] Dear Revdex.com, Please advise [redacted] I have reviewee the file and ORHP has agreed to refund the Trade Call FeeA check will be processed and mailed within the next ten days Sincerely, [redacted] Plan Compliance Manager

Plan [redacted] Dear Revdex.com, Regarding the service request for the pipe leak, and [redacted] request for an additional reimbursement of $560; I have reviewed the file and based on the circumstances that occurred, Old Republic Home Protection has agreed to reimburse [redacted] an additional $I have processed the check and he should receive it within the next days Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Dear Revdex.com, According to the Service Provider dispatched by Old Republic Home Protection, there was no failure of the shower valveThe technician advised us the only reason the valve needed Replacing was because someone had used glue to secure the shower handler (a component not covered by the Plan), which resulted in the shower cartridge being compromisedThe plumber advised us because of the attempted improper repair of the shower handle, the shower valve now must be replaced If Mr [redacted] has any additional information that he believes should be considered, please advise him to mail it to me at the address below for review Old Republic Home Protection [redacted] Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection