Franks Television

Initial Business Response /* (1000, 5, 2015/11/10) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the water heater; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Mr***'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
I have reviewed the file and although the Plan does not reimburse for service without our prior authorization, strictly as a matter of goodwill, please advise Mr*** to provide me a copy of the diagnosis and invoice from the Out-Of-Network Contractor that completed the repair, for my reviewThe address to submit the information is:
Old Republic Home Protection
P.OBox
San Ramon, CA XXXXX
Attn: *** ***
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 /* (3000, 7, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you *** for taking a moment to review my complaintAs you will see in my records the hot water heater was serviced last ***By one of your contractors and I was informed that it was merely a bandaid as it was the original water heater to the homeAnd it had to be repaired before my insurance would consider a replacementThe sediment had built up around the heating elementJust as reported by your technician, this was the case again this year but now the element could not be replaced as the tank was badI submitted the invoice to your reimbursement department to help expedite the case as directedplease review you will see there is nothing illegitimate about the service provided or the cost associated with itThank you again as I'm hopeful you can restore my faith in old republic
Final Business Response /* (4000, 9, 2015/11/16) */
Dear Ms***,
Please advise Mr*** that once I receive the invoice for the replacement of the water heater, I will respond to him within daysIf he has any questions, he can contact me at
XXX-XXX-XXXX Ext***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 6, 2015/06/12) */
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
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 my associate, Ms*** will contact Mr*** to resolve his service requestIf 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,
*** ***
Claims Manager
Old Republic Home Protection

Dear Revdex.com,
According to the file, my associate, *** *** has spoken with *** *** and will follow up to resolve this in a timely mannerIf *** *** has any questions, please advise him to contact *** *** at *** Ext*** for assistance
Sincerely,
*** ***
Plan Compliance Manager

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 now have Air Conditioning that is functioning after month with NO AC in the Houston weather. I would suggest that the business ORHP create a procedure to ensure all customers have air conditioning within days following their complaint. Although this business is located in California, many people die on the gulf coast in hot humid areas during heat waives. Sincerely, *** ***

Complaint: ***I am rejecting this response because: it cost me out of my pocket about $to get my own second opinion to check for a leak and diagnose the ACMy technician came and pressurized the AC, and added 7lbs of freon to itWhich in total cost me about $I'd like old republic to pay me for the damage financially it has cost meBecause they asked me to get my own technician before they send there second opinionBut when they saw my claim on Revdex.com they panicked and sent a second opinion, but unfortunately it was too late, I had already paid my technician
thanksSincerely,*** ***

Plan ***
Dear Revdex.com,
Please advise *** that our previous response outlines the denial of coverage in accordance with the terms of the Plan
Should *** believe this claim has been wrongfully denied, in whole or in part, he may request further by calling **Owen at *** Ext***, or contacting the California Department of Insurance:
*** ** *** *** ** *** *** *** *** *** *** *** ** *** *** *** *** *** *** ***
Sincerely,
*** ***
Plan Compliance Manager

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the air conditioning; 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, my associate, *** ***, was assigned to review the file and has left *** *** a message to discuss his service request. Please advise *** *** to contact *** *** at *** *** *** at his convenience.
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 stove and microwave oven; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mrs*** 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 Mrs*** 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 Mrs***, and she will follow up to ensure the service request is resolved in a timely mannerIf Mrs*** has any questions, please advise her to contact Ms*** at *** *** *** for assistance.
ORHP appreciates Mrs*** 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, 7, 2016/01/20) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
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 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
According to the file, on January 19, 2016, my associate Ms***, agreed as a matter of goodwill 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 Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 9, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Revdex.com,
Please extend our apologies for the circumstances related in *** *** letterI will advise the staff not to attempt to contact *** ***
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 denial of coverage for the pool equipment; I have reviewed the file that indicates the Standard Plan took effect on June 8, 2015; no optional coverage was ordered or
purchasedOn June 22, 2015, Ms*** called Old Republic Home Protection and added the pool equipment optionOn June 23, 2015, Ms*** placed a request for service for her pool filter and pool heater, and indicated she was aware of problems with the pool equipment prior to her adding the coverage
Please refer to page of the Plan that states:
"Pre-existing conditions are not covered."
If Ms*** has any questions regarding coverage, please advise her to contact me at XXX-XXX-XXXX ext
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Clearly you need to talk to your accounting deptYes, there was pool coverage in place on June 8th
Final Business Response /* (4000, 15, 2015/07/16) */
Dear Ms***,
Please advise Ms*** the check was mailed on July 8, to her home addressIf she still has not received the check, please advise her to contact our Accounting Department at
XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 17, 2015/07/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the check

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the clothes dryer and the delay obtaining the repair component; 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 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, my associate, Ms***, was assigned to review the service request and will follow up to ensure the repair is completed in a timely mannerIf Ms*** has any questions, please advise her to contact Ms*** at *** *** *** for assistance
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund the Trade Call FeeMs*** should receive the check within days
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

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, *** ***

Initial Business Response /* (1000, 5, 2015/07/16) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the microwave 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 XXX-XXX-XXXX extfor 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 /* (2000, 7, 2015/07/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After nearly months of being broken and trips to our house by the service technician, our microwave is finally fixedHowever, my original complaint is unchangedOld Republic spent well over $on replacement parts, plus whatever costs were associated with the labor of repeated tripsI find this to be very inefficient and expensive for them, and frustratingly slow for my familyIf they had merely cut their losses after (or even or 3) failed attempts at fixing it, time and money could have been savedThe cost of even the most expensive microwave (which we certainly wouldn't have needed) would have been less than what was spent fixing ours
Yes, my microwave is fixed finally, but not because O.Rpulled any strings or did anything differently to expedite things after I complained to them or the Revdex.comI am pleased that it is (currently) in working order, but not with the overall experience or service

*** *** ***Revdex.comRE: *** * ***Dear *** ***, 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 *** *** letterORHP, 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 HolderI 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.After my review of the file, I spoke with *** *** and he has agreed to accept the Plan limit of $toward the replacement of his toiletI have processed the check, and *** should receive the check within daysIf *** has any questions, please advise him to contact me at *** *** *** 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 customersBest regards, *** *** *** ***Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/09/17) */
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
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, a new level sensor was ordered for the dishwasher, and once it is delivered to UKH Enterprise Inc, they will schedule an appointment with Ms*** to complete the repairIf Ms*** has any questions, please advise her to contact *** at UKH Enterprises 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
OR manager never contacted us as we requested to talk to the manager, though I was told that we would be contacted by the end of the business day last Tuesday
Also, we still do not have the time frame as when the part will be deliveredSo the answer from the OR is still insufficientThey answered back to Revdex.com but without trying to contact the customer about the situation when the part was ordered, and how long it will take for the part to arrive.Do the customers have to keep calling OR to check? Shouldn't OR people contact the customer to provide detailed information, instead?
Final Business Response /* (4000, 9, 2015/09/22) */
Dear Ms***,
Please extend our apology that a Call Center Manager did not return Ms***'s phone callI assure you, this will be addressed with the appropriate individualsWith regard to the dishwasher; I was advised by Marilyn at UKH Enterprise that there is an appointment with Ms*** to complete the repair todayIf Ms*** has any questions or additional needs for service, please advise her to contact us at XXX-XXX+*** for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The provider was efficientThey called and the next day they replaced the partThe dishwasher started workingThe issue resolved
Thank you,
***

Complaint: ***I am rejecting this response because: I spoke with old republic and they where not will to work with me at all with this situation and now they came back and said after two weeks they could have fixed my unit because they had done their researchThat research should have been done on the front endI have already had to have my outside unit replaced because and when that was replaced my air still did not work right so I had to replace the inside coil that their guy put in because it was not big enough to cool the house and we could not re use the old coil that nothing was wrong with because their technician that came out cut a bunch of the copper and made it unusableI feel I should be reimbursed for having to replace my inside coil as well as having to take more time off of work because of their technicians not knowing what they where doing.Sincerely,*** ***

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the ice maker; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr*** letter
ORHP,
like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement
I have reviewed the file that indicates my associate, Ms***, has been assigned to review the service request and will follow up to ensure the repair of the ice maker is completed in a timely mannerIf Mr*** has any questions, please advise him to contact Ms*** at *** *** *** 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

*** ***
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
According to the file, on September 6, 2016, my associate, *** ***, spoke with *** ***, and will follow up to ensure the service request is resolved in a timely mannerIf *** *** 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, 2015/12/03) */
Plan XXXXXXXX
Dear Ms***,
We understand that Ms*** is dissatisfied with our decision to not renew her Plan
In reviewing the coverage we've offered over the last year, we received $for the Plan fee, and paid out almost
$1,in service cost, for a loss ratio in excess of 200%For that reason, we have made the decision to not offer renewal
We apologize for any inconvenience this *** cause Ms***
In the event Ms*** wishes to maintain her home warranty coverage, she *** wish to contact another Home Warranty Company to obtain coverageWe recommend visiting the National Home Service Contract Association website at homeservicecontract.org 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
Please be aware that we suggest that she renews with another company prior to her Old Republic Home Protection Plan expiration to reduce the potential of an increased rate or a lapse in coverage
While our goal as an organization is to serve others with a "People Helping People" philosophy, we hope Ms*** can understand our position, and am sincerely sorry that we cannot offer a renewal for this home going forward
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still think that Old Republic has bad customer service
Yes, I received a letter from Old Republic, but there was no explanation why my plan was not eligible for the renewalI talked to the representative on the phone and I still was not provided the explanation about the reasonWhy do I have to contact Revdex.com to know the reason??
People buy Home Warranty plans to use the plan when needed
He said that "In reviewing the coverage we've offered over the last year, we received $for the Plan fee, and paid out almost $1,in service cost, for a loss ratio in excess of 200%"
When the plan was purchased I was not informed about any limitations that he is talking about above
*** ***
Final Business Response /* (4000, 9, 2015/12/07) */
Dear Ms***,
Please extend our apologies to Ms*** that we are unable to renew her Plan at this time, as outlined in the letter mailed to her
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection