Franks Television

Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , 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 Ms [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 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 refund Ms***'s Trade Call FeeThe check has been processed and she should receive the check within 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] Plan Compliance Manager Old Republic Home Protection

Dear Revdex.com, According to the file, on June 29, 2017, my associate, Mr [redacted] spoke with Ms [redacted] regarding her request for reimbursement for the purchase of a portable air conditioner, and he agreed to review the file and contact her backPlease advise Ms [redacted] to contact him [redacted] for assistance sincerely, [redacted] Plan Compliance Manager

Ms [redacted] , Our previous response outlines the series of events, and our decision with regard to coverage Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Dear Revdex.com, On May 4, 2017, my associate, [redacted] spoke with [redacted] and advised him if the air conditioner malfunctioned within the next couple of months that she would waive the Trade Call Fee and dispatch a network Service Provider to diagnose the equipmentShe also confirmed that the air conditioner was operating as designed at this time If [redacted] has any questions or requires service, please advise him to contact [redacted] at [redacted] *** As for the diagnosis by the first Service Provider; since two subsequent companies diagnosed no failure, and did not recommend a repair, it appears that the first Service Provider was mistaken by his diagnosis Again, if [redacted] has a need for service to his air conditioner, please advise him to contact [redacted] Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/07/15) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner; I have reviewed the file that indicates the Plan became effective on June 18, On June 20, 2015, Ms [redacted] placed a service request that her downstairs air conditioner was not cooling properlyOld Republic Home Protection (ORHP) dispatched Northern Air, and their technician diagnosed there was a refrigerant leak on the service valve, and determined the leak was present prior to 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: C) Have become inoperable due to wear and use, rust, corrosion, and chemical or sediment buiafter the effective date of coveragePre-existing conditions are not covered." Please extend our apologies to Ms [redacted] that the terms and conditions of the Plan did 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 [redacted] has any additional information she believes should be considered, please advise her to forward it to me for review Sincerely, [redacted] Claims Manager Old Republic Home Protection

Complaint: [redacted] I am rejecting this response because: This company is playing gamesYes I did receive the check for the repairs that I have been waiting on since June and this company only started responding to my previous calls after you contacted themThey are a dirty business and again all I want is my contract cancelled from June forward and my money for the policy backIf it takes months, a trade call fee (that I paid upon arrival of service man in which I received several notices that it hadn't been paid) and contacting the Revdex.com and Consumer Affairs for this company to even give answersAnything other than a cancellation and my money back from June forward is unacceptableSincerely, [redacted]

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the pressure regulator; 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 Based on the information [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, ORHP transferred the service request to a different network Service Provider, [redacted] , and they will contact [redacted] to schedule a convenient appointmentIf [redacted] has any questions regarding the appointment, please advise him to contact [redacted] at [redacted] 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

Dear Revdex.com, Regarding the service request for the air conditioner; I reviewed the file and spoke with the Service Provider (SP), and they confirmed that their technician was running late on May 26, 2017, and was unable to arrive at their appointment on timePlease extend our apologies to [redacted] for this inconvenienceI was advised by the SP that [redacted] rescheduled the appointment for June 7, 2017, and we will await their diagnosis Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Complaint: [redacted] I am rejecting this response because: The facts are the facts I understand that they do not have details for the repairs they made and I do know that their contractor made these repairs to the supply lines within months of the recent damage I guess we are at a stand point As for the service call fee, I had thought that this was included in the $paid to the contractorThey normally collect them at the time Just some thought, this installation and with the so called "modifications" only took one and half hours to complete Sincerely, [redacted]

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the well pump; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted] 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, [redacted] was assigned to review the file and provide [redacted] assistance resolving his service requestIf [redacted] has any questions, please advise him to contact [redacted] at [redacted] ***, or her Supervisor [redacted] *** 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, 2015/12/01) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , 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 I have reviewed the file that indicates my associate, Mr [redacted] , has spoken with Mr***, and will follow up to ensure the service request is resolved in a timely manner In addition, as a result of the circumstances that occurred, and strictly as a matter of goodwill, Mr [redacted] has agreed to honor Mr***'s request to waive the Trade Call Fee If Mr [redacted] has any questions, please advised him to contact Mr [redacted] at XXX-XXX-XXXX Ext [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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear ***, I appreciate that Mr [redacted] has agreed to waive the service callThe contractor that you sent said "this was directly related to the repair that was originally preformed." I should have not had to pay it againBut I am thankful there is some goodwill in your company as your customer service associates fail to demonstrate it It still does not change the fact that the water heater is not fucntioning properlyThe first repair did not even last monthsThere is no telling how long the 2nd repair will lastI did purchase a premuim policy from your company and this water heater is covered under that policyI do not understand why there is so much hesitation from your company to replace it?Your first attempt at replacing the faulty part failed, and now your are replacing the same part again? Doesn't seem right to meThere is clearly something wrong with my water heaterYour an insurance company and are expected to cover these issues when they occurIt seems that you are keeping the company's profits in mind and are forgetting its the consumers that keep you in businessI do expect your company to act in good faith and replace my water heaterI can no longer accept these temporary fixes or patching of my water heater with mismatched partsI feel that this is a dangerous appliance to have in my home at this pointThe pilot light can go out at any momentPlease do what is right and keep my family and I safety in mind I need you to have the water heater replaced or have Mr [redacted] contact me with a reasonable cash out offerThat would not only cover the replacement cost of the water heater but the installation charges for me to hire my own plumber Thank you for taking the time to deal with this matter [redacted] Final Business Response / [redacted] (4000, 9, 2015/12/03) */ Dear Ms [redacted] , Please advise Mr [redacted] if the water heater fails again within the term of his Plan, I have noted in his file that we are to replace the water heater in accordance with the terms and conditions of the PlanAt this time, the Service Provider advised us he is confident the water heater has been repairedPlease extend our apologies to Mr [redacted] for any inconvenience this has causedIf he has any further questions, please advise him to contact my associate, Mr [redacted] at XXX-XXX-XXXX Ext [redacted] for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Final Consumer Response / [redacted] (2000, 11, 2015/12/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Plan [redacted] Dear Revdex.com, As stated previously, I spoke with the technician that serviced the air conditioner in May, and he advised me that the refrigerant level was not the cause of failure of the run capacitorIf [redacted] wishes to obtain information from the Service Provider that supports his opinion regarding the cause of failure of the capacitor, please advise him to forward it to me for review Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Complaint: [redacted] I am rejecting this response because:the amount that was provided for a water heater install is still insufficient even with the $trade call fee refunded The standard reimbursement for a water heater (per OHRP) is $ I was told I would receive a check for $as $was being deducted to pay A&P Electric for their time This is in addition to the $trade call fee that I had already paid However, as I stated in my original complaint, the total cost for the water heater replacement was $ This is for an identical water heater to be installed, which is what OHRP advertised their plan would cover This is the amount that should be reimbursed.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/19) */ 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 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 Provider and individuals involved, ensuring they understand the result of their actions and comments I have reviewed the file and my associate, Mr***, has spoken with Ms [redacted] , and will follow up to ensure the service request is resolved in a timely mannerIf Ms [redacted] has any questions, please advise her to contact Mr [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] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of Friday 6/19/Air-Tech/Old Republican are still wanting to put a band-aid on the problemThey want to replace the evaporator coil and me pay $for the recapture of the freon, which I would normally not have a problem with, however there is no guarantee that this will fix the problem with the unitAnd then it's all on meWhy even get a home warranty to begin with? Again, this is a yr old unitAll my research shows that these units have a life of 15-yearsI would have thought (common sense) that on 6/when Air-Tech came back out after days and had to put 2lbs more of freon in that they could have figured out that there was a leak somewhere that maybe they can't find outside the unit especially with the age of the unitAlso on 6/I asked tech if he checked under house? He said he did when he was out there on 5/28/A different tech came out on 6/8/and did go under house and replaced a fan capWhy didn't first tech do that if he went under house?On 6/15/tech came out and said unit okIf unit is ok why does it keep freezing up? Now that the warranty has run out(6/18/15) they are finally thinking outside the boxI believe they (both companies) are working together just to buy time so they can wash their hands of this situationThis is insane!!! The unit needs replacedIt is wore out!! Plain and simple!! From a business stand point I don't know how they can justify spending more money doing patch work on the unit than what it would cost them to pay customer $(their limit) towards a new unitTo me this is not good business for them or the customer Final Business Response / [redacted] (4000, 9, 2015/06/24) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner; I have reviewed the file and the decision to repair or replace a covered system or appliance is based on the diagnosis and recommendation by the Independent Network Service Provider (INSP); they are the experts if a system can be repaired, not Old Republic Home Protection According to the INSP, the replacement of the defective evaporative coil will repair the air conditioner systemMy associate, Mr***, spoke with Ms [redacted] on June 19, regarding a portion of the repair that is not covered by the Plan, and is waiting to hear back from her regarding the service requestPlease advise Ms [redacted] to contact Mr [redacted] at XXX-XXX-XXXX ext [redacted] for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 13, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I expected that responseThe INSP and Old Republic are working hand in handOld Republic says the INSP says its fixable, yet they won't guarantee me that it will fix the unit and I won't have any more problems out of itThe INSP says Old Republic won't authorize a new unitSo which one is itI'm getting two different storiesWith that being said, I chose to take the money that Old Republic would have allowed for the repairI have had different HVAC companies out and all three have said my unit has been a good one for lasting this long, but it's time for a new oneI also asked them how much to replace the evaporator coil and all estimate was between $900-$Old Republic is sending me $692.95.I am NOT a satisfied customerI have also contacted my realtor to let her know about the horrible experience I have had with this companyI will NOT recommend this company to anyone

I just received your message saying you have closed this case because the business made a sincere effortThis is in no way accurateTheir response was always the same and never answered the questions I posed to them on their handling of the matterI want this response to be also part of the recordThis company is notorious for problems as you can see from the number of complaintsI hope no one else has to face this mishandling and misrepresentation [redacted]

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms [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 my associate, Ms [redacted] , has been assigned to review the file and resolve the service request in a timely mannerIf Ms [redacted] has any questions, please advise her to contact Ms [redacted] at ###-###-#### Ext*** 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

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 me at this time After days they called today and authorized replacement of a new complete unit (air conditioner/heater) as soon as the parts come inAccording to [redacted] the parts will be in tomorrow and the system will be installed on Friday 7/14/by another agency that looked at it yesterday and said it definitely needed a complete new unitThe technician that was here yesterday told me the first technician that came out should had already known it was impossible to repair I appreciate that they are finally taking care of the matter since living in degree plus temperatures 24/is not acceptable for this length of time and we should not have gotten to this point Sincerely, [redacted]

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in 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 According to the file my associate, Mr [redacted] , has spoken with Mr [redacted] and is assisting him with the resolution of his service requestIf Mr [redacted] has any questions, please advise him to contact Mr [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

Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ 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 Mr [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 Mr [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, my associate, Ms [redacted] , has been assigned to follow up and ensure the service request is resolved in a timely mannerIf Mr [redacted] has any questions, please advise him to contact Ms [redacted] at XXX-XXX-XXXX ext [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] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank youThe independent contractors are a reflection of ORHP's standardsThis independent contractor was shoddy and highly questionable and as a result left a bad overall impression of ORHP because of this Thank you for your time [redacted]

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the pool equipment; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted] letter I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information you provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor [redacted] request to waive the Trade Call Fee 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