Franks Television

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 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 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 my associate, Ms. [redacted], spoke with Mr. [redacted] on August 13, 2017, and as a result of the circumstances that occurred, and strictly as a matter of goodwill, she agreed to refund the Trade Call Fee. Mr. [redacted] should receive the check within 14 days.  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 ManagerOld Republic Home Protection

Plan [redacted]
 
Dear Revdex.com,
 
Please advise [redacted] that the review of the diagnosis from their Out-Of-Network Contractor was assigned to [redacted] and she will contact her once her review of the file is completed. If [redacted] has any questions, please advise her to contact [redacted] at [redacted] or her Supervisor Ms. [redacted].
 
Sincerely,
 
[redacted]
Plan Compliance Manager

[redacted]
Revdex.com
 
RE:      Plan #[redacted]
 
Dear [redacted]
 
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 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.
 
I have reviewed the file that indicates my associate, [redacted], has spoken with [redacted], and will follow up to resolve her service request. 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 ManagerOld Republic Home Protection

Revdex.com:
Thank you Revdex.com.  Nothing happened until I contacted you.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
After a few more calls and the contractor re-scheduling, they showed up and got the work done.
I feel it should have been done a month ago.Sincerely, [redacted]

Ms. [redacted]Revdex.comRE: Plan # [redacted]Dear Ms. [redacted], Regarding the service request for the heat pump, and [redacted] request to cancel his Plan; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted]...

[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 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. I have reviewed the file that indicates the technicians from [redacted] Mechanical and Accent Air both diagnosed the evaporative coil is dirty and requires cleaning, and the blower fan motor failed as the result of a lack of cleaning, and not from normal wear and use. Please refer to page 7 of the Plan that states:"We will provide service for covered systems or appliances which malfunction, and arereported, during the term of the Plan that:C) Have become inoperable due to normal wear and use (including rust, corrosion, andchemical or sediment build-up), after the effective date of coverage. Pre-existingconditions are not covered.Also, please refer to page 8 of the Plan that states:"1. GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:B. Routine maintenance or cleaning." Please extend our apologies that the terms and conditions of the Plan did 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 Mr. [redacted] still wishes to cancel his Plan, please advise him to mail a written request to ORHP, fax the request to 877-[redacted], or email the request to [redacted].com, and the Plan will be cancelled according to the terms of cancellation noted on page 9 of the Plan. 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 ManagerOld Republic Home Protection

Dear Revdex.com,
 
Please extend my sincere apologies to **. [redacted]. I reviewed the file that indicates we have dispatched Lewis Comfort Controls (LCC) to diagnose both the upstairs air conditioner and confirm the new downstairs equipment is operating properly. If **. [redacted] has any questions with regard to scheduling, please advise him to contact LCC at [redacted].
 
Sincerely,
 
[redacted]
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2015/10/12) */
Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; please advise Mr. [redacted] to provide me a legible copy of the invoice for my review, and mail it to my attention at the following address.
Old...

Republic Home Protection
P.O. Box 1507
San Ramon, CA XXXXX
Attn: [redacted]
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 8, 2015/10/16) */
Hi [redacted]
I will be sending a physical copy of the repair invoice to Mr. [redacted] of Old Republic Home Protection today. I've also attached a copy to this email.
However case have yet to be resolved, how should I respond to Step 2 of the Revdex.com response? Can I click "no" with the comment "sent in invoice of repair, waiting for satisfactory resolution from ORHP"
Please advise, thank you!
[redacted]
XXX-XXX-XXXX
Final Business Response /* (4000, 10, 2015/10/27) */
Dear Ms. [redacted],
Please advise Mr. [redacted] I have received his invoice and processed reimbursement of $550 less the Trade Call Fee. A check will be mailed to him within 20 days.
Sincerely,
[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 time. Please extend our apologies to [redacted] for this inconvenience. I 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

Initial Business Response /* (1000, 5, 2015/06/12) */
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 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] has spoken with Mr. [redacted], and will follow up to ensure this service request is resolved in a timely manner.
If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX ext. 1018 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 /* (3000, 7, 2015/06/12) */
Thank you. I was notified by Old Republic yesterday after sending them a copy of this complaint. They told me they would work with me to fix the problem.
[redacted]
Final Business Response /* (4000, 9, 2015/06/15) */
Ms. [redacted],
Please inform Mr. [redacted] if he has any questions regarding the resolution of his service request, to please contact my associate, Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/10/02) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
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 Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers (INSP) 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 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, the appointment with the appliance company is scheduled for today. Again, please extend our apologies for the delays scheduling service by the INSP.
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 /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The appointment mentioned in the reply was indeed met and the technician from Major Appliance and Repair company came out and determined he could not fix the dishwasher. This makes 2 service companies and 4 trips to our home and the dishwasher is still broken. At this point, we need our money refunded (Proration) or an agreement by Old Republic to have the dishwasher replaced.
Final Business Response /* (4000, 9, 2015/10/06) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
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 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.
I have spoken with Mr. [redacted], and he has agreed to accept $373.10 as cash settlement for his dishwasher service request. If Mr. [redacted] has any additional questions, please advise him to contact me at XXX-XXX-XXXX Ext. [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 Protection

Initial Business Response /* (1000, 5, 2015/06/12) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the electrical system and reimbursement of $75; 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 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.
I have reviewed the file that indicates that the technician from Bill Richard's Electric diagnosed that someone has removed the electrical wiring for the clothes dryer receptacle. In order to restore power to the receptacle, the wiring will need to be installed.
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:
A) Are installed for diagnosis and located within the interior of the main foundation of
the home and garage (inside the load-bearing walls of the structure). Systems or
appliances located on the exterior or outside of the home (including porch, patio,
etc.) are not covered with the exception of covered items marked with a ,
B) Were correctly installed and working properly on the effective date of the Plan, and
C) Have become inoperable due to normal wear and use, rust, corrosion, and chemical or
sediment build-up after the effective date of coverage. Pre-existing conditions are not
covered."
With regard to reimbursement of the $75 diagnosis fee from Bill Richard's Electrical, I have reviewed the file and a check for $75 was mailed to Ms. [redacted] on [redacted] 27, 2015. If Ms. [redacted] has not received the check, please advise her to contact our Accounting Department at
XXX-XXX-XXXX for assistance.
If Ms. [redacted] has any additional information she believes should be considered, please advise her to provide it to me for review.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I haven't received any check from Old Republic. I don't understand why Old Republic claims to have mailed a $75 check when I haven't received one. I consider their conduct to be very unprofessional due to the fact that I received a call from the San Ramon headquarters on 6/10/15 with indication that [redacted] would look further into my case for a reimbursement of greater than $75. I was also told during that same call on 6/10/15 that I would receive a follow-up call the next day with a resolution. I never received a call the next day or since.
I am not satisfied with Old Republic's weak response. I still request that Old Republic stand -by their original reimbursement offer of $250.
Sincerely,
[redacted]
Final Consumer Response /* (3000, 17, 2015/07/14) */
Whatever check has been mailed to me from Old Republic is not going to the correct address. I have called [redacted] in the San Ramon office to confirm that the service address for my Old Republic home warranty is also my mailing address. [redacted] XXXXX.
Final Business Response /* (4000, 19, 2015/07/15) */
Ms. [redacted],
Please extend our sincere apology to Ms. [redacted] for the circumstances that have occurred. I reviewed the file and determined there was an incorrect mailing address in our system that I have corrected this morning. I have submitted request to our Accounting Department to re-issue the check to the correct mailing address.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Ms. [redacted],
The check we were referring to was the reimbursement of the $75 diagnosis fee paid to the electrician; Ms. [redacted] agreed to reimburse Ms. [redacted] for this cost. According to our accounting department, the check was cashed on July 7, 2015. If Ms. [redacted] requires a copy of the check, please let me know and I will mail her a copy of the check.
If she has any questions, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX ext 1036 for assistance.
Sincerely,
[redacted]
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/05/13) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the furnace blower motor; I have reviewed the file that states the technician from Laster Heating and Air diagnosed the blower motor did not...

fail as the result of normal wear; it failed as the result of the condensation line for the air conditioner evaporative coil being clogged, causing water to leak on to the motor.
Please refer to page 7 of the Plan that states:
"We will provide service for covered systems or appliances which malfunction during the term of the
Plan that:
C) Have become inoperable due to normal wear and use, rust, corrosion, and chemical or
sediment build-up after the effective date of coverage.
Also, please refer to page 8 of the Plan under General Exclusions 4.D. that states:
"We do not pay, nor are we liable, for secondary or consequential loss or damage;
personal or property loss or damage; or bodily injury of any kind."
Please extend our sincere apologies to Mr. [redacted] that the terms and conditions of the Plan did not provide coverage in this situation. While the intent of Old Republic Home Protection 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 Mr. [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off, this is a distinctly different explanation for the denial than was given to me by all three employees who I spoke with.
Second, I do not understand the contradiction here:
"it failed as the result of the condensation line for the air conditioner evaporative coil being clogged"
And:
"Have become inoperable due to normal wear and use, rust, corrosion, and chemical or
sediment build-up"
It seems clear to me (and apparently to you, as you stated it in the above quote) that sediment build-up was precisely the cause of this issue, and that is explicitly listed as covered in the terms you quote.
Final Business Response /* (4000, 9, 2015/05/15) */
Ms. [redacted],
Regarding the denial of coverage for the furnace blower motor; please advise Mr. [redacted] the cost to clear the condensation line would be a covered repair, however, the consequential damage (i.e. the condensate drain leak on to the blower motor), which resulted in the failure of the blower motor, is not covered as outlined in my previous response.
That said, if Mr. [redacted] provides me an invoice for the repair of the condensate line (i.e. clearing the clog), Old Republic Home Protection will reimbursement the cost to clear the line. Please advise him to submit an invoice to me for review.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Plan [redacted]
 
Dear Revdex.com,
 
Regarding the past due Trade Call Fee (TCF); according to the file, the TCF paid by [redacted] that she provided proof of payment was for service requested December 9, 2016 for her furnace and was credited to her account for the furnace service request (work...

order # [redacted] ) on March 8, 2017. That left the TCF still due for the service provided on March 31, 2017 for her dishwasher (work order # [redacted]).
 
If she has any questions or additional information, please advise her to contact our Accounting Department at [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

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.
 
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.
 
According to the file, my associate, Mr. [redacted], has been assigned to review the service request and ensure the repair is completed in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at 800.972.5985 Ext. 1157.
 
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,
 
Our previous response to the Revdex.com, our letter mailed to Mr. [redacted] , and our response to the Georgia Department of Insurance outlined why the Plan does not provide coverage. I will contact the Plan Holder to discuss coverage.
 
If Mr. [redacted] wishes to contact me, he can do so at [redacted].
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection.

Complaint: [redacted]I am rejecting this response because: I was not reimbursed the total amount that was agreed upon.  I called the company ORHP to review the work order and purposely asked what would be covered.  I was told everything would be covered except for the $65 deductible.  I paid $2000 to the service provider.  I received a refund for $1815.  2000-65 is not $1815. The refund amount should have been $1935.  Where is the $120?  I called customer service and was told they do not cover from changing from one system to another? Isn't that something that should have been communicated to me when we reviewed the work order?  Also, the old unit is over 25 years.  How can the burned out system be fixed if not replaced?  I need my $120 reimbursed please. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/28) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the Trade Call Refund (TCF); I have reviewed the file that indicates that the TCF refund was processed on October 27, 2015, and Mr. [redacted] should receive it within the...

next 20 days.
If Mr. [redacted] has any questions, please advise him to contact me at XXX-XXX-XXXX Ext. 1224.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Dear Revdex.com,
 
Please express our apologies once again to [redacted] for the service provided by the independent Service Provider. However, if she wishes to cancel her Plan, it will be processed in accordance with the terms of cancellation outlined on page 9 of her Plan.
 
Sincerely,
 
[redacted]
Plan Compliance Manager

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....


 
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, [redacted], has been assigned to review the service request and will contact [redacted] to discuss a resolution.
 
If [redacted] has any questions, please advise her to contact [redacted] at [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

Complaint: [redacted]I am rejecting this response because: That is NOT what transpired at all! The service provider LOOKED at the spa (didn't even touch anything), said "I'll need to get parts and will be back tomorrow", and I never heard from him again. There was NEVER any mention made that the issue wasn't covered. That is a blatant lie. Attached is the original letter I sent to this warranty company stating the exact same thing - where is their proof to back their "story"? They are depending on their ability to extort private parties by denying future services and sending people to collections without providing any proof to back their story. What part or item is allegedly not covered, and why?Sincerely,[redacted]