Franks Television

Initial Business Response /* (1000, 5, 2015/06/25) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; after further review of the file, Old Republic Home Protection has re-dispatched Superior Plumbing, Heating and A/C and...

advised them to complete the covered repair of the air conditioner. They will contact the Plan Holder to schedule an appointment. If the Plan Holder does not hear from them in a timely manner, please advise them to contact our Customer Service Department at XXX-XXXXXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I wish it didn't have take this long or for me to contact the Revdex.com to ensure the company upholds there policy agreement. I accepted the offer.

[redacted]
Revdex.com
 
 
Re:      Plan [redacted]
 
 
Dear [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 [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, on September 6, 2016, my associate, [redacted], spoke with [redacted], and will follow up to ensure the service request is resolved in a timely manner. If [redacted] has any questions, please advise him to contact [redacted] at [redacted] for assistance. 
 
ORHP appreciates [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: Once again Old Republic Home Protection company is wasting my time. It is their  responsibility, according to their  contract to send a qualified repairman to repair my appliance. This is their business, if they cannot find a qualified repairman, what makes them think I can.   I advise the Old Republic Home Protection company to read their own policy. This is my last response on this matter. If the Old Republic Home Protection company wants to waste more time I will see them in court.  Sincerely,[redacted]

[redacted] Revdex.com Plan [redacted] Dear [redacted], Regarding the service request for the air conditioner; I have reviewed the file that indicates on August 17, 2016 we were advised by the Service Provider that he installed the new blower motor, and the air conditioner is operating as designed. If...

[redacted] has any further needs for service for the remainder of the Plan term, please advise her to contact us at [redacted] for assistance. Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because:
I will close this complaint once I receive reimbursement checks agreed upon by both parties.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/08) */
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]' letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers and equipment suppliers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers, and to utilize equipment 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, the equipment and been picked up by Mechanical Express, and Ms. [redacted] has been advised that it will be installed on July 9, 2015.
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 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 on August 17, 2017, my associate Ms. [redacted] spoke with Ms. [redacted] and has dispatched a different network Service Provider to diagnose the air conditioner. If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at [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

Initial Business Response /* (1000, 5, 2015/06/19) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Mr. [redacted],
Regarding the service request for the cloths washer; 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 Provider and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file that indicates my associate, Ms. [redacted], spoke with Mrs. [redacted] on June 17th, and will follow up to ensure the service request is resolved in a timely manner. If Mr. or Mrs. [redacted] have any questions, please advise them to contact Ms. [redacted] at XXX-XXX-XXXX ext. 1743 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 /* (2000, 7, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the plumbing stoppage; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted] 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 [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, [redacted], has been assigned to review the file and follow up to ensure the service request is resolved in a timely manner. If [redacted] has any questions, please advise her to contact [redacted] at [redacted] for assistance. 
 
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

Initial Business Response /* (1000, 5, 2015/11/09) */
Ms.[redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner, and Ms. [redacted]'s request to replace her electrical panel; I have reviewed the file that indicates the technician from Elite...

A/C diagnosed that when a lizard came in contact with the connections of the capacitor, it shorted out the capacitor.
Please refer to page 8 of the Plan that states:
"GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
C. Damage caused by people, pests, or pets."
With regard to Ms. [redacted]'s insurance carrier requiring her to replace her electrical panel; the Plan provides coverage if there is a malfunction to a covered system or appliance, in accordance with the terms and conditions of the Plan.
Please refer to page 7 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 normal wear and use (including rust, corrosion, and
chemical or sediment build-up), after the effective date of coverage. Pre-existing
conditions are not covered."
If Ms. [redacted] has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't believe that a lizard would short out a capacitor to begin with. But giving the benefit of the doubt, this particular lizard looked like it had been there for months. The a/c only shorted out the day before.
As for the electrical panel, my insurance company is forcing me to change it because they claim these are faulty panels.
Final Business Response /* (4000, 9, 2015/11/16) */
Dear Ms. [redacted],
Regarding Ms. [redacted]'s request to replace her electrical panels; I'm not sure what Ms. [redacted] means by her statement that the electrical panels are "faulty". As referenced previously, if there is a malfunction to a covered system or appliance, in this case, the electrical panel, please advise Ms. [redacted] to place a service request, and Old Republic Home Protection (ORHP) will dispatch an Independent Network Service Provider to diagnose the malfunction and recommend the necessary repair.
If Ms. [redacted]'s insurance carrier is requiring her to upgrade the electrical panel (i.e. replace it because it is old); coverage would not apply.
Please extend our apologies to Ms. [redacted] that the terms and conditions of the Plan would not provide coverage in this situation. While 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] wishes to place a service request for her electrical panel, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
By "faulty" I mean that when I bought the house, the existing electrical panel was a Federal Pacific, who apparently manufactured some faulty panels. This is why the insurance company required me to replace it. I had to get it replaced quickly or the insurance company would drop my coverage. I couldn't wait to get a resolution with ORHP.
ORHP hasn't responded to my complaint about being reimbursed for the capacitor in the a/c unit. Their subcontractor's contention that this was caused by a lizard is bogus and unfair

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.
 
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 service request and provide assistance to Ms. [redacted]. The file indicates that Ms. [redacted] has left a message for Ms. [redacted] to return her call to discuss the service request for the air conditioner. Please advise Ms. [redacted] to contact Ms. [redacted] at [redacted] at her earliest convenience. 
 
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. However, I'd also like to point out for the record that my case was only re-reviewed after I put in the complaint with the Revdex.com.Sincerely, [redacted]

Plan [redacted]
 
Dear Revdex.com,
 
According to the file on September 10, 2017, [redacted] conducted a refrigerant leak search and determined the issue was a refrigerant restriction in the metering device. They advised us that they replaced the metering device, recharged the system, and it was cooling as designed. If [redacted] has any questions, please advise him to contact [redacted] at [redacted] Ext. [redacted] or his Supervisor [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the request from [redacted] to cancel her Plan; please extend our sincere apologies to [redacted] if there was any misunderstanding with regard to the terms of cancellation.
 
According to the file, Old Republic Home...

Protection received her request to cancel the Plan on August 15, 2017, and the Plan was cancelled effective August 15, 2017 in accordance with the terms of cancellation outlined on page 9 of the Plan that states:
 
“Cancellation: This Plan is non-cancelable, except for 1) nonpayment of fees; 2) fraud
or misrepresentation of facts material to the Plan or a request for service thereunder; 3)
upon mutual agreement between you and ORHP; or 4) if you harm or threaten the safety or
well-being of ORHP, any employee of ORHP, a Service Provider, or any property of ORHP
or of the Service Provider. If Plan is cancelled, you shall be entitled to a pro-rata refund of
the paid Plan fee for the unexpired term less service cost incurred and a $50 processing
fee. If a refund calculation results in you owing us for services rendered, we will bill you the
net amount due or the unpaid Plan Contract fee, whichever is less.”
 
If [redacted] has any questions, please advise her to contact our Accounting Department at ###-###-#### for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance 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 Ms. [redacted] letter....


 
ORHP, like other home warranty companies, uses Independent Network Service Providers and part suppliers to service our Plan Holders. Although 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 on July 27, 2017, my associate Ms. [redacted], spoke with Ms. [redacted] and advised her that ORHP was providing her a settlement in lieu of repairs, and a check in the amount of $1,480 was being processed. Ms. [redacted] should receive the check within 20 days. If she has any questions, please advise her to contact Ms. [redacted] at [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

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]

Initial Business Response /* (1000, 5, 2015/09/10) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner and payment of the Trade Call Fee; I have reviewed the file that indicates the Independent Network Service Provider...

dispatched by Old Republic Home Protection (ORHP) diagnosed that the air conditioner is a mini-split ductless system. According to the Plan, mini-split ductless systems are excluded from coverage.
Please refer to page 3 under Air Conditioner/Cooler Not Covered that states:
"Not Covered ... mini-split ductless systems ... "
Although the Plan requires payment of the Trade Call Fee whether service is covered or denied, as a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund your Trade Call Fee. A check for $60 will be mailed to you within the next ten business days.
If you have any additional needs for service during your Plan term, please contact us at
XXX-XXX-XXXX for assistance.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Dear Revdex.com,
 
Regarding the denial of coverage for the pool equipment; our decision to deny coverage was based on the diagnosis by Leisure Time Waters. If **. [redacted] has any additional information he believes should be considered, please advise him to mail it to me at the address below.
 
Old Republic Home Protection
[redacted]
San Ramon, CA 94583
Attn: [redacted]
 
Sincerely,
 
[redacted]
Plan Compliance Manager

Complaint: [redacted]I am rejecting this response because:
The previous tenant has been living on property since 5/1/2015 for 35 months, and sign a written statement when moved out on 3/31/2018 to verify AC was always working till 3/8/2018 malfunction occurred.
This company used to be good, but I am surprised how may negative review piled up now!! I feel they are here not to serve, but take your money and deny first!!please see the attached tenant written statement on AC condition when he moved out on 3/31/2018Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/30) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the range; 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.
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 individuals involved, ensuring they understand the result of their actions and comments.
Please advise Mr. [redacted] to forward me the invoice for the installation of his drop-in range, and I will expedite reimbursement. If Mr. [redacted] has any questions, he can contact me at XXX-XXX-XXXX ext. 1224.
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