Franks Television

Initial Business Response /* (1000, 5, 2015/06/19) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan 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 Provider and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file and my associate, Mr. [redacted], has spoken with Ms. [redacted], 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of Friday 6/19/15 Air-Tech/Old Republican are still wanting to put a band-aid on the problem. They want to replace the evaporator coil and me pay $50 for the recapture of the freon, which I would normally not have a problem with, however there is no guarantee that this will fix the problem with the unit. And then it's all on me. Why even get a home warranty to begin with? Again, this is a 22 yr old unit. All my research shows that these units have a life of 15-20 years. I would have thought (common sense) that on 6/2 when Air-Tech came back out after 4 days and had to put 2lbs more of freon in that they could have figured out that there was a leak somewhere that maybe they can't find outside the unit especially with the age of the unit. Also on 6/2 I asked tech if he checked under house? He said he did when he was out there on 5/28/15. A different tech came out on 6/8/15 and did go under house and replaced a fan cap. Why didn't first tech do that if he went under house?On 6/15/15 tech came out and said unit ok. If unit is ok why does it keep freezing up? Now that the warranty has run out(6/18/15) they are finally thinking outside the box. I believe they (both companies) are working together just to buy time so they can wash their hands of this situation. This is insane!!! The unit needs replaced. It is wore out!! Plain and simple!! From a business stand point I don't know how they can justify spending more money doing patch work on the unit than what it would cost them to pay customer $1500 (their limit) towards a new unit. To me this is not good business for them or the customer.
Final Business Response /* (4000, 9, 2015/06/24) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; I have reviewed the file and the decision to repair or replace a covered system or appliance is based on the diagnosis and recommendation by the Independent Network Service Provider (INSP); they are the experts if a system can be repaired, not Old Republic Home Protection.
According to the INSP, the replacement of the defective evaporative coil will repair the air conditioner system. My associate, Mr. [redacted], spoke with Ms. [redacted] on June 19, 2015 regarding a portion of the repair that is not covered by the Plan, and is waiting to hear back from her regarding the service request. Please advise Ms. [redacted] to contact Mr. [redacted] at
XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I expected that response. The INSP and Old Republic are working hand in hand. Old Republic says the INSP says its fixable, yet they won't guarantee me that it will fix the unit and I won't have any more problems out of it. The INSP says Old Republic won't authorize a new unit. So which one is it. I'm getting two different stories. With that being said, I chose to take the money that Old Republic would have allowed for the repair. I have had 3 different HVAC companies out and all three have said my unit has been a good one for lasting this long, but it's time for a new one. I also asked them how much to replace the evaporator coil and all estimate was between $900-$1000. Old Republic is sending me $692.95.I am NOT a satisfied customer. I have also contacted my realtor to let her know about the horrible experience I have had with this company. I will NOT recommend this company to anyone.

RE:       Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the ceiling fan and payment of the Trade Call Fee (TCF); 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 reviewed the file that indicates the electrician from HRH Electric diagnosed the cause of failure of the ceiling fan was the result of improper installation. In accordance with the terms and conditions of the Plan, coverage was denied.
 
Please refer to page 8 of the Plan that states:
 
“1. GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
 
E. Improper repair/installation/modification of the covered item.”
 
With regard to payment of the TCF; the TCF is due whether service is covered or denied. Please refer to page 7 of the Plan that states:
 
“You are responsible to pay a TRADE (SERVICE) CALL FEE (TCF) when the Service
Provider arrives at your home. The TCF (or the actual cost of service, whichever is less)
is due for each dispatched service request by trade (plumbing, electrical, appliance,
heating/air conditioning, etc.). Service work is guaranteed for 30 days. The TCF is due
whether service is covered or denied. Essentially, when we incur a cost of service, you
are responsible for a TCF. A TCF may be due if you fail to be present at the scheduled
appointment time, if you cancel your request once the Service Provider is in route to your
home, or you request a second opinion of the Service Provider’s diagnosis. Failure to pay
the TCF can result in suspension of coverage until such time as the proper fee is paid.
At that time, coverage will be reinstated but the term will not be extended. You will be
responsible for any fees incurred for collection efforts, if required. We will not respond to a
new service request until all previous Trade Call Fees are paid.”
 
Please advise Mr. [redacted] to submit payment of the TCF to Old Republic Home Protection at his earliest convenience to avoid a disruption in Plan coverage.
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/02/02) */
Ms. [redacted]
Revdex.com
RE: Plan # [redacted]
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 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 resolve the service request as soon as the replacement heat exchanger is available. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at[redacted] Ext. [redacted] for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
it is ok, a shame it takes me posting on FB & Revdex.com to get someone to even address. Bottom line it is taking too long and they should have replaced the entire unit which could have already been done but they are trying to save money at the consumers expense & suffering. Hopefully it will be resolved soon
**

Complaint: [redacted]I am rejecting this response because:
As mentioned, the independent electrician stated that he believed the electrical line is arcing and that the line needs to be replaced.  At that time, he estimated $900 to replace. This is all consistent with Old Republic's experts.  Any further response is pending consultation with the independent electrician.
In the meantime, we need confirmation from Old Republic that their expert saw the actual problem and further that the line does not to be deactivated and replaced.  
I can't imagine that the current situation is safe.
Sincerely,[redacted]

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the toilet and Mr. [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...

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.
 
With regard to Mr. [redacted] request to cancel his Plan; ORHP values Mr. [redacted] as our customer, and we hope that he realizes the value of the Plan and the many benefits it provides. However, if he still wishes to cancel his Plan, please instruct him to mail a written request to ORHP, fax the request to [redacted] or email the request to [redacted], and the Plan will be cancelled in accordance with the terms of cancellation 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 Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because issue still not resolve. Still waiting for the check from ORHP. Sincerely,[redacted]

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 [redacted] letter.
 
I...

assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
According to the file, my associate [redacted] was assigned to review the file and provide assistance to [redacted]. If he has any additional questions please advise him to contact [redacted] at [redacted].
 
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/11/23) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear MS. [redacted],
Regarding the service request for the pool filter; 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.
I reviewed the file that indicates the Service Provider diagnosed that the filter cartridges had failed and required replacing. Please refer to page 5 of the Plan that states:
"NOT COVERED: ... filter cartridges ... "
My apologies that this was not communicated to Mr. [redacted] by a representative from ORHP after the diagnosis was completed by the Service Provider.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Mr. [redacted] request to waive the Trade Call Fee.
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, 2015/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the electrical system 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.
 
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.
 
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Mr. [redacted] request to refund the Trade Call Fee, and he should receive the check within the next 20 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 Manager
Old Republic Home Protection

Dear Revdex.com,
 
Please advise [redacted] that we have dispatched [redacted] to return to his home to conduct a refrigerant level test to ensure there is no leak at this time, They will contact him to schedule an appointment. If he does not hear from them by Monday, May 22, 2017, please advise him to contact them directly.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/20) */
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 part suppliers to service our Plan Holders. Although efforts are made to utilize part suppliers that provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
I have reviewed the file and my associate, Mr. Balagtas spoke with Mr. [redacted] on August 19, 2015, and will follow up to ensure the service request is resolved in a timely manner. If Mr. [redacted] has any questions, please advise him to contact Mr. Balagtas at XXX-XXX-XXXX Ext. 1038 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

Complaint: [redacted]I am rejecting this response because: it was not a repair, I got a second opinion because you guys refused to send me a second opinion till the time I contacted Revdex.com. So I scheduled a second opinion my self to prove your assessment the first time was a fraud. And I was right, and by then you guys decided to send a second opinion and it showed the real reason the AC was not working, it was because normal wear and tear.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: After speaking to the contractor, I was not able to get an appointment to get the range looked at until Jan 25, 2017. I do not feel this is being handled quick enough therefore I would like a refund of this policy. Additionally I feel that it is fair to refund me at a prorated rate. However, it does not seem fair that I would have to incur the $75 service fee because the range was not repaired during that visit. Additionally I feel that I should not have to pay any administrative or processing fees to cancel this policy because they did live up to their commitment. Therefore I am also rejecting their refund offer.
In my opinion a fair resolution would be to refund me for the policy with the prorated date being the date initial service was requested, being refunded the $75 service fee and not having to incur any administrative or processing fees to cancel the policy.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/04) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan 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 that file that indicates ORHP dispatched Aaron Service Company to provide ORHP a second opinion regarding the cause of failure of the air conditioner, and they will contact Ms. [redacted] to schedule an appointment to provide service. Please advise Ms. [redacted] if she needs to contact them directly, their phone number is XXX-XXX-XXXX.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Old Republic sent out another technician who was knowledgeable, he evaluated our A/C system and gave us a completely different (evaporator coil problem) but sensible reason for our A/C unit malfunction.
Thank you so much Revdex.com, we couldn't have done this without you.

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]

Dear Mr. [redacted]  Regarding the service request for the air conditioner, and the pending replacement of the evaporative coil; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the delay completing the service request for Mr. [redacted]...

 ORHP, like other home warranty companies, uses independent part suppliers to service our Plan Holders. Although efforts are made to utilize parts suppliers that 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 delivery of the replacement evaporative coil was delayed by the supplier, and when it arrived May 22nd, it had shipping damage. As a result, a new evaporative coil was ordered on May 24, 2016. I am following to ensure it is replaced in a timely manner once it arrives. According to the supplier, due to the Holiday May 30TH, the new coil is scheduled for delivery on Tuesday. May 31st.    We have checked with the owner of A-1 HVAC and they are unable to supply a replacement coil. Another option is I can provide Mr. [redacted] a cash settlement for our cost of the replacement ($944), plus I would provide an additional $500 as a gesture of goodwill as a result of the unexpected delay, and Mr. [redacted] can hire an Out-Of-Network Contractor of his choice to complete the repair.   Please advise Mr[redacted] to contact me if he would prefer the cash settlement. Otherwise, I will follow up with him on May 31, 2016 regarding the status of replacing the coil. Again, please extend our sincere apologies for the delay. ORHP appreciates Mr. Cowart 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. Please advise Mr[redacted] to contact me if he has any questions. Sincerely, [redacted]Plan compliance ManagerOld Republic Home Protection

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]’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 Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
 
According to the file on April 13, 2018, my associate Ms. [redacted], Call Center Supervisor, approved reimbursement of an additional $245 regarding the service completed by the
Out-Of-Network Contractor.  Ms. [redacted] should receive a check in the amount of $245 within the next 20 days.
 
If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at [redacted].
 
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, 2016/01/05) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the salt water pool equipment, and Ms. [redacted]'s request to cancel the Plan; I have reviewed the file and according to the technician from...

Roadrunner Pools, based on the condition of the pool and the equipment, the salt water system was not in good operating condition on the effective date 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:
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."
Please extend our apologies to Ms. [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of Old Republic Home Protection (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.
With regard to cancelling the Plan; ORHP values Ms. [redacted] as a customer, and we hope that she will realize the value of the Plan and the many benefits it provides. If Ms. [redacted] still wishes to cancel her Plan, please advise her to mail a written request to ORHP, fax the request to
XXX-XXX-XXXX, or email the request to [redacted]@orhp.com, and the Plan will be cancelled in accordance with the terms and conditions of the Plan.
If Ms. [redacted] has any questions, please advise her to contact me at XXX-XXX-XXXX Ext. [redacted].
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: The only reason the AC was replaced was because the State of Nevada contractors board stepped in and forced [redacted] Heating and Cooling to replace it under threat of taking his license. Lennox also stepped in and provided a new unit. NONE of this was because Old Republic took responsibility for the defective unit they provided to satisfy my claim. ALL parties, including [redacted] Heating and Cooling, Lennox and the State of Nevada Contractors board believe Old Republic was responsible for the unit and that they are still at fault and did NOTHING about it. My complaint against Old Republic still stands. They are acting as a contractor without a contractors license, refusing to fulfill a claim by giving me a defective replacement and did NOTHING for me to get the situation fixed. I had to spend two weeks in the cold and about 100 hours writing complaints on my own. Old Republic should be ashamed of themself. They did not satisfy my claim, they refused to help with fixing the brand new AC and they  now are trying to take credit for replacing the AC even though all parties involved believe Old Republic should have been the one to fix the situation. At this time the only thing I will accept from Old Republic is a refund of my total policy amount $460.00. Otherwise I plan on pursuing legal action against them to collect for my out of pocket costs during this process and lost time at work. This company is a scam. Sincerely,[redacted]

Dear [redacted],
 
According to the file, the repair was scheduled for completion on September 13, 2016. My associate, [redacted], left a message for [redacted] on September 15, 2016, to confirm the equipment is operating as designed, but has not received a return call.
 
If [redacted] still requires service, please advise him to contact [redacted] at [redacted] for assistance.
 
Please extend our sincere apologies to [redacted] for the circumstances related in his letter. I assure you, this service request will be addressed with all of the individuals involved.
 
 
Sincerely,
 
[redacted]
Plan Compliance Manager