Franks Television

Initial Business Response /* (1000, 5, 2015/11/20) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the cooktop; 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.
I have reviewed the file that indicates my associate, Mr. [redacted], Call Center Supervisor, has been assigned to resolve the service request, and will contact Mr. [redacted]. If Mr. [redacted] has any questions, please advise him to contact Mr. [redacted] at XXX-XXX-XXXX 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 Business Response /* (1000, 5, 2016/01/08) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the furnace; 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 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.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Mr. [redacted]'s 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, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I hope this matter is closed.

Complaint: [redacted]I am rejecting this response because:
It is obvious to me and a lot of other people based on the many negative reviews for this Company that the way this Company makes money is by cheating people by not paying for valid repairs stated in their coverage plan.  They do not even have my name correct in their reply to the Revdex.com...my name is NOT [redacted], I won't say what it really is for privacy reasons.  I want to warn people if you're even thinking about buying a policy from this Company...DON"T!  I am a retired person that worked for the Government for 30 years and I know when someone is giving me the run around and down-right lying to me which is what this company did!  
I made sure I complied with their rules.  I tried repeatedly to get in contact with the HVAC company, Jim Morris and Sons and could not even get them on the phone nor could I leave them voicemail because their box was full and could not accept any more calls, so I got estimates from other HVAC companies.  It was determined that the entire unit needed to be replaced because it could not be repaired which is what the estimate had on it and it what the technician stated to Old Republic Home Protection on the phone as is required by them.  They make you believe by their response that I didn't follow their protocol, but I did to the letter!!  I can tell you they did not offer up the authorization code for my approval to use an outside contractor, I had to ask for it!  It was [redacted]!  They are out-right lying about everything!!!
I know they are not going to give me what they owe me, they've made that clear that they are crooks and hide behind their lies!  They did pay $564.00 of the repair bill, but they still owe me $2,836.00 which is minus their Trade Call Fee of $100.00.  I believe that all of this bad business will come back to haunt them in one way or another!
Sincerely,[redacted]

Plan [redacted]
 
Dear Revdex.com,
 
Regarding the request from [redacted] for reimbursement for the repair of his clothes dryer by an Out-Of-Network Contractor, without our prior authorization; although the Plan does not provide coverage for reimbursement without our prior authorization, as a...

gesture of goodwill, I will agree to review the diagnosis and invoice. Please advise [redacted] to email me a copy of the diagnosis and invoice to [redacted], or mail it to me at the address below.
 
Old Republic Home Protection
[redacted]
San Ramon, CA 94583
Attn: [redacted]
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: This is not the facts.  The last contractor did in fact replace the line.  The recent contractor also stated that the repairs seemed recent and that they were not correctly completed.  The "modification" for $380.00 was to replace two supply lines (NO repairs or modifications were done or required to replace)  They were required to replace due to the condition and damage caused by them.  The only so called modification was to a copper release line that was removed and reinstalled as it was required to replace the water heater.  It merely appears that the "modification" was merely an upcharge at a time of desperation. I understand the ORHP has no intentions to do anything but the facts should be known.  The lack of customer service with this order was so below standards.  Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:I feel the response is an opportunity to get out of paying for service. As I stated previously, the repairs needed to be made immediately and a decision had to be made. Perhaps they could explain what may have happened differently if I had previous authorization to fix my ac. Besides me paying for 2 service calls, I don't understand what their approval would have accomplished...besides me being reimbursed.Sincerely,[redacted]

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

like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
 
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
According to the file, the Trade Call Fee was not paid to the plumber. 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

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.
Yes- After making a post on the company's facebook page I was contacted and reimbursed. However I still think the company is shady due to the fact they want cancel your plan over the phone. They transfer to a pre-recorded message that explains how to cancel. Which includes sending a letter and other things to cancel. This is bogus! But again, I did get my money refunded back to me on this case. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/10/13) */
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.
I have reviewed the file that indicates it was determined that the air conditioner air handler is covered by the Plan, and my associate, Mr. [redacted], has been assigned to follow up to ensure the service request is resolved in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX Ext. 1[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 /* (2000, 7, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Old Republic Home Protection did call and advised me of the reversal of the denied claim. The parts have been ordered and the local contractor is scheduled to come out November 3 to repair my unit. Thank you very much.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely, [redacted]

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the service request for the oven door; I reviewed the file and the technician from Appliance Tech advised Old Republic Home Protection (ORHP) that the oven door hinge was damaged by something other than normal wear and use.
 
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:
 
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.”
 
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 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] has any additional information she believes should be considered, please advise her to forward it to me for review at the address below.
 
Old Republic Home Protection
[redacted]
Attn: [redacted]
 
 
Sincerely,
 
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the service request for the air conditioner; according to the file the network Service Provider, Integrity Heating and Air (IHA), diagnosed that the 9 SEER evaporative coil was defective and had to be replaced. In addition, since the air...

conditioner system was rated below 10 SEER, Old Republic Home Protection’s Plan provides coverage to replace the air conditioner condenser in order for the new evaporative coil to be compatible. 
 
However, after researching the dimensions of the new evaporative coil and determining it would be larger than the original equipment, we were advised by the technician that it would not fit above the existing furnace. As a result, IHA advised us that the furnace would need to be replaced to accommodate the new evaporative coil. Since there was no failure of the furnace, the Plan Holder was advised he would be responsible for the cost of replacing the furnace. 
 
Please refer to page 8 of the Plan that states:
 
“2. PERMITS AND OTHER FEES:
 
  4. The cost of construction, carpentry or other modifications made necessary by
     existing or installing different equipment.”
 
“4. GENERAL EXCLUSIONS:
 
  B. Except where noted, we do not pay for upgrades; components; equipment; or
      services required due to the incompatibility of the existing equipment with the
      replacement system; appliance; or component … “
 
The file indicates that on August 23, 2017, [redacted] advised us that he would purchase his own furnace and have it installed by an Out-Of-Network Contractor. IHA advised ORHP that they would agree to install the evaporative coil and condenser however they wanted assurances that [redacted] would provide a permit, HERS test and Title 24 documents regarding the installation of the furnace prior to them installing the air conditioner equipment.
 
On August 24, 2017, my associate [redacted], spoke with [redacted] and he agreed to accept a settlement in lieu of replacement of the evaporative coil and condenser in the amount of $1,850, which represents our cost for the covered repair. If [redacted] has any questions regarding the settlement, please advise him to contact [redacted] at [redacted], or her Supervisor [redacted].
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because:
[redacted],
 
Please refer Mr. [redacted] to page 7 of the Plan that states:
To ensure you receiver reputable and unbiased service, we have built an extensive network of  SERVICE PROVIDERS who provide service to our Plan Holders at fair and reasonable rates. 
“When we request or authori*e you to obtain an INDEPENDENT OUT-OF-NETWORK
 CONTRACTOR to perform diagnosis and/or service: 1) We recommend that the Contractor
 be qualified and insured, and charge fair and reasonable rates for parts and service. 2)
 Once the technician is at the home, and prior to any services being rendered, you must call
 our Authori*ation Department with the technician’s diagnosis and dollar amount of services
 required. 3) We will provide an Authori*ation Number for the covered services and dollar
 amount that we have authori*ed. Failure to contact us as outlined may result in denial of
 coverage. 4) Upon completion of the authori*ed services, the Contractor must provide you
 an itemi*ed invoice for the authori*ed charges. 5) You must submit the itemi*ed invoice,
 including the Authori*ation Number provided by us, for reimbursement. 6) A Trade Call
 Fee is due per trade, and will be deducted from any reimbursement provided. 7) You
 are expected to pay the Independent Out-of-Network Contractor directly for the services
 rendered and then submit the invoice to us for reimbursement. We accept invoices by
 fax (1[redacted]), post ([redacted]) or email to:
 
Please advise him that Old Republic has sent not one , but three  reputable, unbiased, and Qualified SERVICE PROVIDERS of their choosing and spent according to them, $1293.72 in parts and labor over not one, not two, but three months,, That’s right THREE  MONTHS without  a working microwave and oven and it still is not working. I ask Mr. [redacted] is he and the staff at Old Republic in touch with reality?  Would he or any of the staff at Old Republic tolerate such nonsense? Would you, [redacted], tolerate such nonsense?
                                        ...⇄ Sincerely
                                        ...⇄ [redacted]

Complaint: [redacted]I am rejecting this response because:
While I appreciate the refund of the $65 service call fee, my business lost $250 in rental refunds due to the inadequate response from Old Republic. I expect them to contract with a reliable agency and not require me to make repeated phone calls in order to get the job done. Furthermore, their phone service is abysmal and not customer oriented in the least. 
I have spoken with Ms. [redacted] (I appreciate knowing her last name, since she was unwilling to divulge that to me over the phone), and she is not willing to even consider reimbursing us for our losses, since it's "against their policy."
In order to be an acceptable response, I expect an additional $185 refund in order to cover the losses incurred by our business due to the poor service by Old Republic.
Thank you for your consideration.
 
[redacted]
 
 
 
Sincerely,[redacted]

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
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 [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 spoken with [redacted] and is assisting  with the timely resolution of the 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 Manager
Old Republic Home Protection

[redacted],
 
Please advise [redacted] our address is [redacted].
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/05/29) */
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] 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.
I have reviewed the work orders regarding the range, and confirmed with Sears that different components of the range have failed the past several months, and not the same component. According to Sears, a bake element and microcomputer has been ordered and will be delivered to the Plan Holder next week; Sears has an appointment scheduled for June 5th, to complete the repair.
Due to the circumstances, ORHP has agreed as a gesture of goodwill, to waive the $75 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 11, 2015/06/22) */
This case has still not been resolved. I am awaiting the check back for the fee and was told this morning it would still be at least 10 days (after being told it would be 10-14 last week). Thank you.
Final Business Response /* (4000, 13, 2015/06/24) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Please advise Mr. [redacted] the Trade Call Fee refund was processed yesterday and will be mailed this week.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: I called for a service call regarding my microwave door (safety issue, the door was not in operation to we use the microwave), and I explained the situation. They told me this item will cover under my plan. ORHP sent a technician by name [redacted] at [redacted] home service and the gentlemen verified and took all information and he said he will order the part and comeback to fix it. On the same day I received called from ORHP representative and I was told the part is in order and technician will come back to fix the microwave door. I waited few days and called the technician to find out when he planning to come and fix the microwave door, and he told me ORHP cancel my order. This is not fair ORHP treat a loyal customer, I am a disable person and looks like they take a advantage of a disable person.    Sincerely,[redacted]

Dear Revdex.com,
 
Regarding the need for service for the furnace; I reviewed the file that indicates the only service request we received was for the air conditioner evaporative coil, which was determined to still be under the manufacturer warranty. If [redacted] requires service for his furnace, please advise him to contact our Customer Service Department at [redacted] for assistance, and place a request for service so we can dispatch a network Service Provider to provide a diagnose.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Dear Revdex.com,
 
I reviewed the file that indicates the check for $305 was mailed to [redacted] on June 29, 2017. Our apologies again to [redacted] for the circumstances that occurred.
 
Sincerely,
[redacted]
Plan Compliance Manager