Franks Television

Initial Business Response /* (1000, 12, 2015/08/24) */
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 Ms*** 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 honor Ms***'s request to waive the Trade Call Fee, and cover the non-covered costs necessary to install the air conditioner
The file indicates that my associate, Mr***, has been assigned to follow up and ensure the service request is resolved in a timely mannerIf Ms*** has any questions, please advise her to contact Mr*** at XXX-XXX-XXXX ext.*** 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
Initial Consumer Rebuttal /* (3000, 16, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with customer service representatives over a week period before getting a supervisor to call me backThen and only then did this supervisor tell me I could go out and buy a portable AC unit for $and I would get reimbursedI had different supervisors contact me and said the same thingI told them they should have rented a unit and sent it over to the homeThat would have been acceptableORHP can blame the service contractor all they want but I find ORHP at faultI asked for another contractor but was told I would have to start the whole diagnostic process over and it would take longerMy tenant was told by the contractor that he ordered an AC unit that he thought was right for the unit and ORHP denied it and told him to get a different unitThat delayed installation even furtherInstallation was delayed again since we had record breaking heat of degrees and it wasn't safe for the installer but I guess it was alright for my tenant to be in that home with no AC for days! Like I said before we have homes covered by ORHP and have been loyal customers for years and this is the treatment we get?
Final Business Response /* (4000, 18, 2015/08/27) */
Ms.***,
As referenced in our previous correspondence, please extend our sincere apologies to Ms*** for the circumstances and delays that occurred regarding the installation of the air conditioning system
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 23, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ORHP is NOT sorry! Where were they for days without AC in a Phoenix summer? They are just trying to keep their Revdex.com ratingThis guy has a lot of time on his hands to keep "apologizing" to this complaintMaybe he should have jumped in sooner to get our problem resolvedI see it's the same ole' apology on everyone's complaintStop apologizing, I will never accept your insincere, lame apology

*** ***
Revdex.com
RE: Plan # ***
Dear *** ***,
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 *** *** 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 *** *** 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, *** ***, has been assigned to review the file and provide assistance to resolve the service request*** *** left a message for *** *** on September 8, 2016, and will follow up to ensure the service request is resolved in a timely mannerPlease advise *** *** to contact *** *** at *** Ext*** at her earliest convenience.
ORHP values *** *** as being our customer for over years, and we appreciate her taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers
Best regards,
*** ***
Plan Compliance Manager
Old Republic Home Protection

*** ***,
As previously expressed; we sincerely apologize the circumstances that have occurred, and I will agree to review a diagnosis by an Out-Of-Network Contractor (OONC) if *** *** does not agree with the diagnosis provide by Innovative Trades LLCOld Republic Home Protection will also agree to reimburse *** *** for the diagnosis, should she hire an OONC
Sincerely,
*** ***
Plan Compliance Manager

Initial *** Response /* (1000, 10, 2015/12/03) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the dishwasher; 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
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the individual involved, ensuring she understands the result of her actions and comments
According to the file, my associate, Ms***, has been assigned to follow up and ensure the service request is resolved in a timely mannerIn addition, due to the circumstances that occurred, as a gesture of goodwill, Ms*** has agreed to reimburse Ms*** the Trade Call Fee, and she should receive the refund within days
If Ms*** has any questions, please advise her to contact Ms*** at
XXX-XXX-XXXX Ext*** 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 12, 2015/12/03) */
Thank you - the business did call me back later in the day and has promised to make amends to this situation
Final Business Response /* (4000, 14, 2015/12/07) */
Ms***,
As stated previously, please extend our sincere apologies to Ms***, and my associate, Ms*** will stay in contact with her to resolve this situation as soon as possible
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Complaint: ***I am rejecting this response because:
I was told that the reason they had to drain the freon was because they added too much and this is what caused the Capacitor to failThe technician asked meWho worked on the system last, I said it was the same companyHe then asked who it was and I stated his name was ***He said they improperly added to muchThey said since the freon caused the system to break that they would have to drain itThis is confirmed by the work order and as such is covered under the liability and warranty.
Sincerely,*** ***

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the water heater and gas leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in *** ***’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 *** *** 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 on April 23, 2018, the service request was transferred to Express Plumbing and service was scheduled for April 24, Should *** *** have any questions regarding her appointment, please instruct her to contact Express Plumbing 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

Initial Business Response /* (1000, 5, 2015/12/07) */
Ms*** ***
Revdex.com
Plan XXXXXXXX
Dear Ms***,
Regarding the service request placed on November 25, for the water heater; I have reviewed the file that indicates the Service Provider advised Old Republic Home Protection
(ORHP) on November 25, 2015, that the water heater was still under manufacturer's warrantyBased on the information from the Service Provider, we advised Mr*** that the Plan does not cover systems or appliances that are under a manufacturer's warranty
Please refer to page of the Plan that states:
"GENERAL LIMITATIONSTHIS PLAN DOES NOT COVER:
FSystems, appliances or components covered by an existing manufacturer/
distributor/ or other warranty."
Please extend our apologies to Mr*** 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
ORHP values Mr*** as a customer, and we hope that he realizes the value of the Plan and the many benefits it provides
If Mr*** has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Dear *** ***,
Please advise *** *** that the issues he has brought to our attention, regarding the circumstances that occurred, have been addressed with the Service Providers and individuals that assisted with resolving his request for service
Again, we apologize that he did not receive the level of service he wants and deserves as our customer
Old Republic Home Protection relies on the Service Provider’s opinion and recommended repair to resolve a request for serviceIf *** *** has any needs for service during the remainder of his Plan term, please advise him to contact our Customer Service Department at *** for assistance
Sincerely,
*** ***
Plan Compliance Manager

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
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
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor *** *** request to refund the Trade Call Fee, and she should receive the check within days.
According to the file, my associate, *** *** has spoken with *** *** to provide assistanceIf she has any further questions, please advise her to contact *** *** at *** Ext*** for assistance
ORHP appreciates *** *** being a valued customer the last three years, and 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 ManagerOld Republic Home Protection

Complaint: ***I am rejecting this response because: The pool filter is aged out and due to wear and tear it is breaking downOld Republic initially claimed the pool filter was not level and this not the problemThen after my pool tech mailed them a letter describing the problems they claimed they agree and that is what their tech told themMs*** consistently claimed in the beginning it was because the pool filter was tilted. The pool filter is very old and under the warranty it needs to be replacedI feel they are forcing me to litigate this matter and I am very disappointed in them. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/06/19) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the request for reimbursement for service completed to the air conditioner by an Out-Of-Network Contractor; please refer to page of the Plan that states:
"We will
not reimburse you for services performed without our prior authorization."
In addition, the Plan expired on *** 6, However, strictly as a matter of goodwill, Old Republic Home Protection agrees to review the diagnosis and invoicePlease advise Mr*** to provide me a legible copy of the diagnosis and invoice for review, and I will contact him within five business days if the Plan will cover the repair
Please advise him to forward the information to:
Old Republic Home Protection
P.OBox
San Ramon, CA XXXXX
Attn: *** ***
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Dear Revdex.com,
Please advise Mr*** to mail me a legible copy of the diagnosis and invoice from his contractor, for my review, to the following address:
Old Republic Home Protection
*** *** ***
San Ramon
Attn: *** ***
Sincerely,
*** ***
Plan Compliance Manager

Plan ***
Dear Revdex.com,
Please advise *** *** that the checks were mailed on June 8, to his home address
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

RE: Plan # *** Dear Revdex.com, Regarding the service request for the pipe leak; 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. As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Mr***’s request to waive the Trade Call Fee 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 ManagerOld Republic Home Protection

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the garage door opener; 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, *** ***, Call Center Supervisor, spoke with *** *** on July 11, and agreed to provide service so it could be determined if the Plan would provide coverage for the failure of the garage door opener
If *** *** has any additional questions, please advise him to contact ORHP 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, 2016/01/18) */
Ms***
Revdex.com
RE: Plan # ***
Dear Ms***,
Regarding the service request for the oven; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances
outlined in Ms*** 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 Providers 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 mannerIf Ms*** has any questions, please advise her to contact Ms*** at *** Ext*** 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,
***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business did nothing to resolve the issue and had the same response as when I filed the complaintThis company has numerous complaints! I have now been without an over longer than a month!
Final Business Response /* (4000, 9, 2016/01/25) */
Dear Ms***,
Please extend our apologies for the delay obtaining the repair parts for Ms*** ovenAlthough efforts are made to obtain parts from the independent suppliers, occasionally delays occur that we have no control over, and that are unacceptable to Old Republic Home Protection and our Plan Holder
According to the file, my associate, Ms***, is following to ensure the service is completed as quickly as possible once the parts are available to the Service Provider
If Ms*** has any questions, please advise her to contact Ms*** at
*** Ext*** for assistance
Sincerely,
***
Plan Compliance Manager
Old Republic Home Protection

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
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
According to the file, on July 3, 2017, my associate, *** ***, Call Center Manager, spoke with *** *** and will follow up to resolve her service requestIf *** *** 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

Complaint: ***I am rejecting this response because: When we purchased a contract from Old Republic Home Warranty they didn't tell us that we have get an independent out of network party to assess an issue with a simple service request, we are already spending a lot of money by having a contract with them, we shouldn't be paying any extra for a simple fix, the reason they denied our service because my contract had about two weeks to expire, attached are the receipts for the parts I had to purchase to do the repair myself, this doesn't include any labor, I expect them to pay me back for the cost of the parts otherwise I have to take this case to the court.Sincerely,*** ***

Complaint: ***I am rejecting this response because: This company reimbursed me for what I paid to an out of network plumber only because I filed a complaint. The 1st plumber did not stay long enough to even ask for it plus he lied to me. When ORHP reimbursed me they should have either deducted the trade fee from the reimbursement or said in their response that this would be due. I accepted their settlement thinking that was all there was to it. Then they came up with the late notice about it after I signed acceptance. They should have told me about it at the time they paid the full reimbursement In the past, when I have had a claim the reimbursement is paid when the tradesman came to my residence and I have never had a claim denied for "not normal" before so when I appealed and got the response they would reimburse me with no mention of a trade fee and it said in the settlement this would be all of it I accepted all of it at face value. The settlement could have stated there would be the trade fee once I received their check, or deduction of the fee would have been taken then. I do not believe it is my fault they omitted telling me at the time of settlement nor that I should have known it was due because this was out of network plumber and I had filed a complaint about the denial and since they didn't tell me at the time of settlement why would I think anything except the settlement agreement was all of it
Sincerely*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***