Franks Television

Initial Business Response /* (1000, 5, 2015/07/17) */
Ms. [redacted]
Revdex.com
Plan XXXXXXXX
Dear Ms. [redacted],
Please advise Ms. [redacted] that I have forward this to our Accounting Department, and someone will contact her to discuss this situation. If she has any questions, she can contact the...

Accounting Dept. Supervisor, Ms. [redacted], at XX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
someone did contact me, left a general phone number. no one knew who had called me. they said that I received a bill for over $300 because they had to hold onto my check while they waited for the additional $6. when I asked why there was no notation to that affect on the bill, they said they are unable to make notations. this doesn't solve anything. again if I hadn't had kept good records I might have paid that additional monies. everyone I've spoken too has had an attitude. [redacted] be next year i'll switch to another home warranty program.
Final Business Response /* (4000, 9, 2015/07/28) */
Dear Ms. [redacted],
Regarding the response from Ms. [redacted]; 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.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve issues 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.
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

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 [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, on September 1, 2017, my associate [redacted], spoke with [redacted] and will follow up to resolve her service request in a timely manner. If [redacted] has any questions, please advise her to contact [redacted] at [redacted] or her Supervisor [redacted] at Ext. [redacted].
 
ORHP appreciates [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

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the water heater and payment of the Trade Call Fee; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in...

Mr. [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, Ms. [redacted], has been assigned to review the file and assist Mr. [redacted]. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] 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 ProtectionTell us why here...

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
The ORHP are insisting on saying the upstairs unit is working. The upstairs unit is struggling non stop even since the downstairs unit was functioning. I never had a temperature less than 80 degrees upstairs. Now since the downstairs unit needs to be replaced my 2nd floor is 83 degrees most of the day. I'm so disappointed that old republic is just addressing this with just a sweet talk and few known sentences all unfaithful businesses repeat. They are just wasting time until my warranty gets expired to not address the current broken second unit. The Tech at first visit mentioned that it needed repairs or even replacement because it is not outputting enough to cool the house and it is working non-stop.
I'm so dissatisfied with the open-ended answer which contained untrue comments. They need to promise to address the issue they have been denying and not try to get away with it.

Plan [redacted]
 
Dear Revdex.com,
 
Based on the letter from [redacted], she intends to pay the past due $90. Please advise her to contact our Accounting Department Manager, [redacted], at [redacted]. to bring the account current. We will then contact the collection agency to...

close the file, and no further reporting of this situation will be forward to credit rating agencies.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/09) */
Ms. [redacted]
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; according to the file, my associate, Ms. Cafferata, spoke with Mr. [redacted] on July 7, 2015, and has dispatched an Independent...

Network Service Provider to diagnose the air conditioner and assigned the follow up of this service request to Ms. [redacted].
If Mr. [redacted] has any questions or concerns, please advise him to contact Ms. [redacted] at
XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

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 Holders. Although 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 request. If 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

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. Sincerely, [redacted]

Plan [redacted]
 
 
Dear Revdex.com,
 
According to the file my associate, [redacted], spoke with **. [redacted] at 6 pm (PST) on August 22, 2017 to discuss the status and resolution of the service request. If **. [redacted] has any questions, please advise her to contact [redacted] at [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Plan [redacted]
 
Dear Revdex.com,
 
According to the file, on Saturday, July 8, 2017, Mr. [redacted] emailed my associate, Ms. [redacted], an invoice from ARS Rescue Rooter for review. The information was forward to Ms. [redacted] on Monday, July 10, 2017, and she will contact Mr. [redacted] once she has completed her review of the file and information provided. If [redacted] has any questions, please advise him to contact Ms. [redacted] at [redacted].
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/10) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioners; 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 Holders. Although 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.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to waive the Trade Call Fee for the service request placed on June 23, 2015.
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 Business Response /* (1000, 5, 2015/06/15) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances...

outlined in Mr. and Mrs. [redacted]' letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although 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. and Mrs. [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 will follow up to ensure Mr. and Mrs. [redacted] receives the $250 refund from Reilly's Plumbing in a timely manner.
ORHP appreciates Mr. and Mrs. [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 /* (2000, 7, 2015/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/28) */
Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the air conditioner; please advise Mr. [redacted] to provide me the written diagnosis and invoice from his Out-Of-Network Contractor for my review. Mr. [redacted] can either email...

the information to me at [redacted]@orhp.com , or mail it to my attention at the following address.
Old Republic Home Protection
P.O. Box 1507
San Ramon, CA XXXXX
If Mr. [redacted] has any questions, please advise him to contact me at XXX-XXX-XXXX Ext [redacted].
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Dear [redacted],
 
Please advise Mr. [redacted] that the adding of refrigerant to his system by an Out-of-Network Contractor (OONC) was an unauthorized repair of his air conditioner. As outlined on page 7 of the Plan, Old Republic Home Protection does not reimburse for unauthorized repairs.
 
In addition; the OONC should not have recharged the system with refrigerant if they diagnosed the source of a refrigerant leak, and should have provided Mr. [redacted] an estimate to correctly repair the air conditioner. The file indicates once we received the diagnosis by the OONC, we dispatched another Service Provider to diagnose the air conditioner system.
 
According to the file, on August 31, 2016, we confirmed that the condenser was replaced by a network Service Provider.
 
Should you feel this claim has been wrongfully denied, in whole or in part, you may request further assistance by 1) calling us directly, 2) contacting the Revdex.com, or 3) contacting the California Department of Insurance:
 
[redacted]

Plan [redacted]
 
Dear [redacted],
 
Regarding the ducts, and the installation of the damper; I spoke with [redacted] from Lake Front Air Conditioning, and he confirmed that it was his opinion that the damper was not improperly installed, and that his estimate to remove the damper is $350. He also believes that the diminished air flow is the result of the poor design of the duct system.
 
Although the installation or servicing of a damper is not covered (see page 3 of the Plan), ORHP provided [redacted] $500 (which is the duct Plan limit), to apply toward either the removal of the damper if he wishes to do so, or to correct the poor design of his ducts to allow for better air flow.
 
If [redacted] wishes to obtain the opinion of an Out-Of-Network Contractor (OONC) , I will agree as a gesture of goodwill, to review their diagnosis and recommendation, for coverage consideration.
 
Should [redacted] hire an OONC for their opinion, please advise him to send me their written diagnosis, to the address below and prior to initiating repairs, and I will inform him of coverage.
 
Old Republic Home Protection
[redacted]
 
 
Sincerely,
 
[redacted]
Plan Compliance Manager

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 Ms. [redacted] letter.  ORHP, like other...

home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although 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], was assigned to review the file and will provide assistance to Ms. [redacted] to resolve her service request in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at [redacted] Ext. 1062.    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 ManagerOld Republic Home Protection

Dear Revdex.com,
 
According to the file, when [redacted] from Redi Rooter called and a spoke with our representative on January 13, 2017, he was authorized to complete the septic pumping, even though the Plan had already met the limit for septic tank pumping on the service request placed in November, 2016. Coverage for the sewer pumping should have been denied on this service request. However, due to the file indicating that [redacted] was authorized to complete the septic pumping, we agreed to reimburse the $300 cost to pump the tank. The file does not reflect he was given authorization for any of the additional repairs required.
 
Please extend our apologies to Mr. [redacted] that we are unable to provide further assistance with coverage for this service request.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (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 Holders. Although 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 manner. If 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 the service request for the air conditioner; I reviewed the file that indicates Old Republic Home Protection dispatched Landon HVAC to provide us a second opinion regarding the malfunction of the air conditioner.
 
If Mr. [redacted] has any...

questions with regards to scheduling service, please advise him to contact Landon HVAC at [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/03/29) */
Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the renewal eligibility of the Plan; I have reviewed the file and determined that Old Republic Home Protection will agree to renew Mr. [redacted]'s Plan. If he has not been contacted by ORHP regarding...

renewal, and he still wishes to renew his Plan, please advise him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/03/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
9:30 AM
Keep this message at the top of your inbox
Photos
To: [redacted] Cc: [redacted]
While I am sure your position will not change in at least extending my coverage for 30 days, I think it would be good to hear from me regarding the entire sequence of events.
I was told that because I did not get prior authorization on more than one case, I would not be allowed to renew. I am sure if you check your records you will find an email that I sent regarding one issue, and I can tell you that there never was a second time.
When my wife and I moved into our home, the former owner continued the home warranty she had with your company for about a year as part of our negotiation on the purchase. We had never used a home warranty before so the process of filing a claim was new to me. I was in the insurance industry for almost 20 years, but I did not deal with this type of insurance. People would incur a claim and then file the paper work after the event.
We noticed that a sprinkler was leaking, and I called a company and had it repaired. I then called your company and told them of the problem. I was told that since I did not get prior approval, the claim would not be paid. I told them I was not aware of that, but that I understood and accepted that decision. The individual then told me that since this was the first time, I should send in the bill and they would review the situation. Your company then issued a check for payment of the claim, and again, you should have records of that. When I received the check, I emailed the individual and thanked that person. In that email, I again stated that I understood your policy and was more than willing to pay the claim. Again, you should have that email, or I would be more than happy to forward that to you.
Now on to the second so-called issue. If you state that I had another issue, that statement is disingenuous at the least. The only other issue I could think of is a plumbing issue. I had gotten the approval and had someone come to our home. I asked him to look at something else. He told me that he would have to call in and get another approval. He went out to his vehicle, and when he came back in, he told me that approval was given. He then completed the work. If you are stating that this is a second claim without approval, then that problem lies with your company and or the individual that called in for the approval. In no way was I responsible for that situation and accept no responsibility.
When I called your company and tried to renew, I was told I would not be renewed. When I asked why not, I was told "I can't tell you". If you record your service calls, you will have a record of that comment as well. I pressed the individual about that comment and he only repeated the same comment, finally giving me the old blame the computer dodge.
Your offer to now make an exception and allow me to renew is just not acceptable, and I will not be renewing with your company. I just don't trust your company anymore. Will you look for another way to deny a claim or not renew us in the future? I just cannot take that chance. I do, however, believe the right thing for you to do is extend my coverage for at least the 30 days after my notice of non-renewal, which I believe was received by me on, of all days, Easter Sunday. While you may not have to do this legally, it is the moral and right thing to do. None of these issues lie with me. They lie with either your service contractor, your individual that handled my call, and/or your customer relations department.
The rest is in your hands, I do fully expect that you will not take any action, but I suggest you look to do what is right.
[redacted]
CC: Revdex.com
Arizona State Insurance Department
Final Business Response /* (4000, 9, 2016/03/31) */
Dear Ms. [redacted],
According to the file; Ms. [redacted] has been in contact with Mr. [redacted] to address his concerns.
Sincerely,
[redacted]
Plan Compliance Manager
Final Consumer Response /* (2000, 11, 2016/04/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I want to commend Old Republic on how they handled this entire issue. I have been in contact with [redacted]. She has be terrific in wanting to help me with this issue. She responded to my emails quickly and in some cases within an hour. She continued to keep the dialog open and truly wanting a solution to this and I felt that she was genuinely wanting to help me. I have renewed my policy today in part because of how they were willing to help resolve the problem. I think they have a customer for life. Thank you Old Republic and [redacted]!