Franks Television

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the air conditioner and the delay completing the repair; 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 service request and will follow up to ensure the repair is completed in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at [redacted].
 
In addition, as a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Ms. [redacted] request for reimbursement of $195 for the purchase of a window air conditioner. Please advise Ms. [redacted] to mail me a legible copy of the purchase invoice to the address below.
 
Old Republic Home Protection
[redacted]
Attn: [redacted]
 
ORHP values Ms. [redacted] being our customer the past six years, and we appreciate her 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: When I accepted the initial complaint resolution it was to be satisfied with and acceptance of everything however there was no mention of the $60 in the response or the letter I received.  I would not have accepted completion had it been.  Also this company withheld sending out the notice to me
about this fee until after I signed the OK.  Yes it does say that in the contract however this matter was appealed and resolved I thought through Revdex.com and my acceptance.  I paid an out of network plumber.  The first plumber didn't even satay long enough to ask for a trade fee and because this was resolved as being final with no notice I do not believe I should pay this.  Again, the resolution response to me made no mention of this nor did I receive any notice until after I signed the OK.  They had almost a month to send to me. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I have left 2 voicemails Friday 8/25 and Monday 8/28 with the manager [redacted] (not sure of spelling) because I was unhappy with customer service response and the action they wanted the tech to take. They wanted the tech to use a die in the system to locate any leaks. Manufactures of refrigerant systems and components do not recommend adding anything to the system other than refrigerant and oil and die's can cause damage to the system later on.
after my 2nd voicemail that I left I also called customer service and asked them to put me in contact with [redacted]. They advised me and email would be sent to him to call me ASAP. I still did not receive any call from him.
Finally Tuesday morning I received a call from the HVAC Tech stating they were going to come out and use the die on my system. I filled them in on what was going on and they contacted Old Republic and told me I would be receiving a call from them to go over options. Within 10min [redacted] finally called me. He and I agreed (after I was told I was wrong many times) to have an electronic leak detection done, the original option told to me from the beginning. [redacted] told me I would receive a call from another HVAC company (the one that preformed the last service call) later in the day. That was Tuesday and it is now Thursday and I have yet to hear from anyone again.
At this point nothing has changed from when I originally filled this complaint.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/27) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the shower valve; 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.
According to the file, on January 25, 2016, my associate, Mr. [redacted], spoke with the Plan Holder and will follow up to ensure the service request is resolved in a timely manner. If 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]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We had to hire an out-of-network plumber to come and resolve the problem. We are currently waiting to see if we will be reimbursed since we had to pay for their services on top of paying for the service call of the in-network plumber. We are currently out $180 for a 20 minute fix. We would have only been out $60 if the initial plumbers would have been competent enough to find the problem.
Final Business Response /* (4000, 9, 2016/01/29) */
Ms. [redacted],
Regarding the service request for the shower valve, and reimbursement for the repair; I reviewed the file that indicates Mr. [redacted] has approved full reimbursement of the repair, and Ms. [redacted] should receive the check within 20 days. If she has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Final Consumer Response /* (2000, 11, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will allow this complaint to be closed once the payment is received.

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the clothes dryer; 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.
 
According to the file, my associate, [redacted], was assigned to review the file, and he spoke with [redacted] on June 8, 2017 to discuss a resolution of his service request. If [redacted] has any questions, 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

Complaint: [redacted]I am rejecting this response because: I have taken more than 10 days of my work to meet with various contractors assigned by Old republic over the span of two months. Everytime of the "repair", my kitchen is a mass of water from the "repair" and I had to clean it up myself or pay someone to clean it.  The the dish washer is still not fixed as of today. I request a replacement as stated in the contract immediately.
 Sincerely,[redacted]

Dear Revdex.com,
 
Regarding the denial of coverage for systems located outside the main foundation of the home and Mr. [redacted] belief that the Ultimate Protection (UP) should provide coverage.  According to the terms and conditions of the Plan, systems and appliances covered by the Plan,...

must be located within the main foundation of the home and garage. 
 
As for Mr. [redacted] belief that the UP provides coverage for all of the systems and appliances located outside the main foundation of the home; unfortunately, this optional coverage does not extend service to all systems and appliances that are located outside the main foundation of the home. Please refer Mr. [redacted] to page 4 of the Plan that outlines the UP coverage. 
 
In addition, with regard to Mr. [redacted] request for service for items noted on his home inspection that were discovered prior to the effective date of the Plan; according to the terms of coverage, the Plan does not provide coverage for known pre-existing conditions.   
 
Please refer to page 7 of the Plan that states:
 
“We will provide service for covered systems or appliances that 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 (including rust, corrosion, and
      chemical or sediment build-up), after the effective date of coverage. Pre-existing
      conditions are not covered.
 
Coverage may apply to a malfunction which existed at the effective date/transfer of
ownership (excludes renewal and non-real estate transaction customers) if, at that time,
1) the malfunction was unknown to the home seller, agent, buyer, or home inspector,
2) the malfunction was undetectable and would not have been detectable by visual
inspection or simple mechanical test. A visual inspection of the covered item verifies that
it appears structurally intact and without damage or missing parts that would indicate
inoperability. A simple mechanical test consists of turning the unit on and off, verifying the
unit operates without irregular sounds, smoke or other abnormal outcome.”
 
Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan do 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 additional questions, please advise him to contact me at [redacted].
 
Sincerely,
 
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because:
Although the business provided the response but the response provided is incorrect. Although they say that "the intent of Old Republic Home Protection is to provide as much coverage as possible", the real intent is to work with service providers in such a way so as to provide incorrect information about the problems by saying that "It is an installation Issue" so that the claim can be denied.
After ORHP denied to fix the issue, I had contacted another service provider on my own and he diagnosed the problem as something else and not what ORHP is reporting to deny my claim. He was also able to successfully fix the problem.All this company does is train the service providers to make an excuse by saying that "It is an installation Issue". You can check hundreds of complaints regarding this company at the following link:[redacted]Every complaint has the same excuse "It is an installation issue". That's why this company is one of the lowest rated companies in Home Warranty.I will be filing a complaint with the regulators in texas state and also evaluating my legal options.
Sincerely,[redacted]

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, 2015/11/24) */
Plan XXXXXXXX
Dear Ms. [redacted],
Please extend our sincere apologies to Mr. [redacted] for the delay mailing his refund check. I have reviewed the file and confirmed the check was mailed on November 20, 2015, check number XXXXXX. If he has...

any questions, please advise him to contact our Accounting Department at
XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank-you Revdex.com. I finally received a check Saturday 11/28/15. The check did have a process date of 11/20/15, I have no idea why it took 8 days to get here. It's unfortunate that an apparently big corporation has a difficult time with such a small matter. 2.5 months later than promised, I finally have my check thanks to a Revdex.com prodding investigation and threat of a negative ratings for them. My wife and I appreciate your efforts.

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

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the downstairs and upstairs air conditioners; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted]...

[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, ORHP advised [redacted] from Essn Bee Heating and Cooling that the new air conditioner for the downstairs area was ready to be picked up at the supplier, and he advised us that he would contact **. [redacted] to schedule the installation. In addition, [redacted] advised us that he diagnosed the upstairs air conditioner and it was operating as designed. 
 
If **. [redacted] has any questions regarding the scheduling of the installation, please advise him to contacts Essn Bee Heating and Cooling 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

[redacted]
Revdex.com
 
RE:      Plan # [redacted]
 
Dear [redacted],
 
Regarding the service request for the combination microwave convection oven; 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 resolve the service request for [redacted]. In view of the circumstances that have occurred with the network Service Providers, please advise [redacted] that ORHP authori*es him to obtain a diagnosis from an Out-Of-Network Contractor, and to submit their diagnosis to Ms. [redacted] for review and to confirm Plan coverage,  prior to initiating repair.
 
If [redacted] has any questions, please advise him to contact Ms. [redacted] at [redacted] Ext. [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 [redacted]
 
Regarding the service request for the air conditioner; I have reviewed the file and the technician from Lake Front Air Conditioning, [redacted], advised us that the damper installed by Ambient Edge Air was not done improperly, and the problem with the air flow has to do with the original design of the ducts. There was no authorization given or information that supports that the technician from Ambient Edge Air redesigned ducts when he installed the new evaporative cooler.
 
With regard to the damper installed by Ambient Edge Air; [redacted] advised us that the installation of the damper did not cause damage to the existing ducts, and if the Plan Holder wants to have the damper removed, his estimate is $350. As mentioned previously, as a gesture of goodwill, Old Republic Home Protection has provided [redacted] $500, which he can use, if he so choses, to have [redacted] remove the damper.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because:  The scheduled appointment did not show up on Friday the 26th.  They are not able to come back out until June 7th, so until then I'm not able to accept this response in the Revdex.com's 5 day window given the work isn't done yet.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: old republic still has not and I'm assuming will not take accountability. They are not giving the same story as I am getting from the same contractor. At this point I will hire and apply the 500 dollars toward the 2500 dollar repair ( as per 1 of the previous contractors quote to repair) I am extremely disappointed in old republic and lost an entire summer of use at my vacation home due to their slow and poor handling of my issue. They have stretched this project and refused to take accountability of this issue since May. This will be close to 6 months, they are a very poor company and I will chalk it up as a losss in dealing with them as it seems they will not correct the damage caused by a job that should have never been done wrong in the first place. If old republic would have payed more attention to the job in the first place they wouldn't have accepted the completed work by their contractor because it was done wrong to their standards. I will start my complaint process and review process to every outlet I know of. Absolutely terrible company with zero regard for quality control and making things right on their failed projects. I will not accept anything other than this job being re- done in a professional manner. And shame on old republic for not even attempting to resolve this problem until I filed with the Revdex.com .Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/13) */
Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the heat pump; according to the file, the service request was received on January 12, 2016, the Service Provider diagnosed the heat pump the same day, and had to leave the...

property to purchase a new motor. When he returned to the home, the Plan Holder had left, creating a delay competing the repair.
The file indicates that the Service Provider was able to obtain access to the home and the repair was completed on January 12, 2016.
If Ms. [redacted] has any questions, please advise her to contact our Customer Service Department at XXX-XX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/12/02) */
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 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.
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 my associate, Ms. [redacted], has spoken with Mr. [redacted], 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, ORHP has agreed to refund the Trade Call Fee, and Mr. [redacted] should receive the check within 20 days.
If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX Ext. 7689 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 /* (2000, 7, 2015/12/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After this complaint and speaking with a supervisor the business seems to have agreed to an appropriate course of action. I do not think however that the individual service providers fixing the refrigerator each time were to blame for this issue.

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 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.
 
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], Call Center Supervisor, has reviewed the file and has left a message for Mr. [redacted] regarding his service request. Please advise Mr. [redacted] to contact Ms. [redacted] at [redacted] if he has any questions.
 
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, 2015/10/15) */
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 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.
I have reviewed the file and my associate, Mr. [redacted], Call Center Supervisor, has been assigned to resolve the service request, and will contact Ms. [redacted]. If 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]
Plan Compliance Manager
Old Republic Home Protection