Franks Television

Ms. [redacted],
Our previous response outlines the series of events,  and our decision with regard to coverage.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Dear Revdex.com,
 
On May 4, 2017, my associate, [redacted] spoke with [redacted] and advised him if the air conditioner malfunctioned within the next couple of months that she would waive the Trade Call Fee and dispatch a network Service Provider to diagnose the equipment. She also confirmed that the air conditioner was operating as designed at this time.
 
If [redacted] has any questions or requires service, please advise him to contact [redacted] at [redacted].
 
As for the diagnosis by the first Service Provider; since two subsequent companies diagnosed no failure, and did not recommend a repair, it appears that the first Service Provider was mistaken by his diagnosis.
 
Again, if [redacted] has a need for service to his air conditioner, please advise him to contact [redacted].
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the water heater; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances that occurred on Mr. [redacted] service request.
 
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, ORHP dispatched a different company (Kings Dominion Plumbing) to service the water heater, and on August 2, 2017, they determined the water heater did not require replacement. Their technician diagnosed a faulty 190 pilot assembly component had to be replaced. The owner of plumbing company advised me that they returned on August 3, 2017 and completed the repair and the water heater was operating as designed.
 
If Mr. [redacted] has any further need for service, please advise him to contact us at [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, 2015/09/17) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the pool heater; 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], has spoken with Mr. [redacted], 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 Ms. [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, 2015/06/18) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the ice maker and beverage dispenser; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere...

apologies for the circumstances outlined in Ms. [redacted]' letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
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 my associate, Ms. [redacted] has spoken with the Plan Holder and has agreed to dispatch an Independent Network Service Provider to diagnose the ice maker and ice dispenser.
If Ms. [redacted]'s has any questions, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/18) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; I have reviewed the file that indicates that the new Goodman condenser installed June 30th 2015 by an Independent Network...

Service Provider, was diagnosed on August 5th 2015 as having a defective compressor. Since the equipment is under a manufacturer warranty, the Plan Holder is required to contact the manufacturer for coverage.
Please refer to page 8 of the Plan under General Limitations that states:
"This Plan does not cover:
F. Systems, appliances or components covered by an existing manufacturer/
distributor/ or other warranty."
Please extend our sincere 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 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 questions or a further need of service during her Plan term, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims 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 your kitchen faucet; 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 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, Mr. [redacted] has been assigned to review the file and has left a message for Ms. [redacted] to discuss her service request. Please advise Ms. [redacted] to contact Mr. [redacted] at XXX-XXX-XXXX Ext. [redacted] at her convenience.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Ms. [redacted]'s request to waive the Trade Call Fee.
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, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive a call or a voicemail from Mr. [redacted] as he stated. I called him after receiving this Revdex.com response and left him a message. I then received a return call from a coworker of Mr. [redacted] but I was unable to speak for very long due to being at work at the time of the call. I spoke with my husband and we have decided to go through the steps necessary to cancel our home warranty and receive a full refund. We do not want to work with a business that does not cover any of our claims. Thank you.
Final Business Response /* (4000, 15, 2016/01/13) */
Ms. [redacted],
Please extend my sincere apologies for the information outlined in Ms. [redacted]'s response to the Revdex.com. Old Republic Home Protection prides itself on providing stellar customer service, and based on Ms. [redacted]'s information, this did not occur.
I assure you this situation has been brought to the attention of management to address the circumstances related in Ms. [redacted]'s response, with Mr. [redacted]
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 19, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was not a proposed resolution outlined in the last response.
[redacted]

Initial Business Response /* (1000, 5, 2015/08/28) */
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 Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers and parts suppliers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers, and to utilize part supplies 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] Call Center Supervisor, 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 Ms. [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 Business Response /* (1000, 5, 2015/11/25) */
Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the request from Mr. [redacted] for reimbursement to clear the stoppage by removing the toilet; although the repair is specifically excluded from the Plan, the file indicates that my associate,...

Ms. [redacted] spoke with Mr. [redacted] on November 24, 2015, and agreed as a gesture of goodwill, to reimburse him the $230 cost to clear the stoppage.
A check has been processed, 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. [redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 6, 2015/08/04) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the air conditioner, and the request from Ms. [redacted] to cancel her Plan; on behalf of Old Republic Home Protection (ORHP) and its...

employees, please extend our sincere 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.
With regard to Ms. [redacted]'s request to cancel her Plan; please advise her that ORHP has processed her request, and the Plan fee will be refunded within the next ten business days.
If Ms. [redacted] has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 8, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because: Old republic failed to reference the report from the first technician they sent out (attached) that the evaporator coil is leaking, rusty, corroded, and needed to be replaced.  Neither Beltway or American Central tested for the leak, and therefore didn't properly diagnose the root cause of the problem (evaporator coil).  Old Republic chose to ignore the first technician they sent out, and instead took the diagnosis that yielded a lower cost to them and not the one that would ultimately fix the problem long-term.  They just chose a technician who performed a temporary fix.
To use a comparison they "took a flat tire to the first auto shop that would cheaper patch the tire, instead of actually replacing the tire.  It'll just go flat again."
Sincerely,[redacted]

They thought the Freon was low so more was added. When the technician returned they had to drain the Freon. I also never got a receipt for the work done for the return trip that they want the $100 dollars for.

Initial Business Response /* (1000, 5, 2015/06/26) */
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 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.
I have reviewed the file that indicates my associate, Mr. [redacted] confirmed the air conditioner was repaired on June 22, 2105. 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]
Claims Manager
Old Republic Home Protection

Plan [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the HVAC system; 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.
 
I have reviewed the file that indicates my associate, [redacted], Call Center Supervisor, spoke with [redacted] at Dan’s Heating and Cooling and he advised her that the replacement HVAC equipment from Lennox was installed on March 10, 2017, and the City inspection is scheduled for March 16, 2017 to confirm the equipment is installed correctly.
 
If [redacted] has any questions, please advise him to contact us for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

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


 
ORHP, like other home warranty companies, uses Independent Network Service Providers and part suppliers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers, and to utilize part suppliers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
 
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
Based on the information [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
 
According to the file, my associate, [redacted], has been assigned to review the service request and assist [redacted] with the resolution of her service request. If [redacted] has any questions, please advise her to contact [redacted] at [redacted].
 
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to waive the Trade Call Fee.
 
ORHP values [redacted] being our customer the past four 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

Plan [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the air conditioner; according to the file, on May 22, 2017, [redacted], who is also referenced on the Plan,  requested settlement in lieu of repair, and a check for $952.66 was mailed to him on May 24, 2017. The settlement represents our cost for the covered repair.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 8, 2015/05/28) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the garage door opener; according to Ace Garage Door Repair, the type of garage door at Mr. [redacted]'s home is too heavy for the garage door...

opener currently installed. As a result, the technician advised us that the garage door opener failed prematurely.
Please extend our sincere apologies to Mr. [redacted] that the terms and conditions of the Plan did not provided 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.
ORHP values Mr. [redacted] as a customer, and we hope he realizes the value of the Plan, and the many benefits it provides. As a gesture of goodwill, ORHP has agreed to waive the $60 Trade Call Fee, and Mr. Marin will receive a refund of $60 within the next ten business days.
If Mr. [redacted] has any additional information he believes should be considered, please advise him to forward it to me for review.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 10, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The garage door opener was installed in 2006 and failed in 2015. In that 9 year life, it was probably opened and closed over 12,000 times. If the door was too heavy, it would have failed earlier. Additionally, the replacement opener installed by Ace was the same horsepower as the original door.
As to the door being heavy, my wife is 70 years old and weighs 100 pounds. She could lift the door, and she is not a weight lifter! Any reasonable person would conclude that if she could lift the door it could not be too heavy for an electric garage door opener.
The 9 year old opener simply got old and wore out. I would expect the warranty coverage to honor the contract. They state they will cover the motor, not the springs. The motor itself cost $399 plus tax to replace. Therefore I would expect this amount as a minimal effort to resolve this dispute.
Final Business Response /* (4000, 12, 2015/06/01) */
Dear Ms. [redacted],
Regarding the denial of coverage for the garage door opener; the decision to deny coverage was solely based on the information provided to us by the garage door opener company, which was that the opener failed because the type of door they have was too heavy for the opener.
That said, if Mr. [redacted] has additional information regarding the cause of failure of the garage door opener, from a garage door opener company, please advise him to forward it to me for review.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 14, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am unable to refute Ace's comments on my garage door. Ace works for Old Republic and they told me I needed a new garage door opener. I accepted that because I wanted a door that would open. Regretfully, I should have saved the electric opener and had it inspected by someone else. Shame on me. I should have forgotten I have a warranty policy with Old Republic and had the replacement done by a garage door company in The Villages, Florida for about 50% of the cost by Ace (Old Republic's designated inspector of the garage door opener).
This is a small amount of money and I will not pursue this further. Over my 74 year old life, I have dealt with people and companies with the expectations that they will do the honorable thing. For the most part my expectations have been met. Not so here. Old Republic chose the repair person and for whatever reasons (probably financial), it was decided an improper installation was made. IT TOOK 9 YEARS AND OVER 12,000 ACTIONS BEFORE IT FAILED! No logical person would accept this.
My career includes a business degree from college, six years in the Army, and a 40 year career in insurance. I was a claim manager for Aetna Casualty and Surety Company, Chairman of the Inter-Company Arbitration Committee, and president of various civic organizations. I think my background gives me enough experience to read an insurance contract and interpret the proper course of action to take.
The contract of Old Republic can be and has been interpreted to the favor of Old Republic. For $400 plus they have chosen to interpret it in their favor. Shame on them. In my 40 plus year in the insurance business, I tried to interpret the contract in favor of the policyholder. I can say I am happy retired and never knowingly took advantage of someone as Old Republic has done here.
I have achieved a modicum of success in life and I can handle this expense without affecting my life style. Not everyone is in my position. Old Republic is doing a disservice to the general public for not paying claims like this one.
My position is simple. Old Republic states I had an improperly installed garage door opener (or garage door). It worked for over 9 years and 12,000 times without failing - then it failed. It simply gave out like other mechanical things over that time.
If they don't want to pay, that's up to them.
[redacted] W. [redacted], II, CPCU, CIC
XXX-XXX-XXXX

Complaint: [redacted]I am rejecting this response because:
 
I am attaching the receipt from Peterson Co. for [redacted] at ORP for him to review, and then refund. Thanks. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/09) */
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 circumstances that occurred, please advise Ms. [redacted] to provide me a legible copy of the diagnosis and invoice from Gilbert Air for my review. Once I have reviewed the information, I will contact Ms. [redacted] regarding how ORHP will assist her.
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

Complaint: [redacted]I am rejecting this response for the following reasons: The second service that was performed when the oven was worked on was the water line to the refrigerator. This refrigerator water line is still having issues. I understand that if this was completely fixed I would still be obligated to pay the $75 service trade fee. I did not contact old republic to resolve this because I was already requesting a refund of the policy through The Revdex.com for lack of service preformed on my oven.
Secondly. I have been without a properly functioning oven since the service was requested. Therefore, I feel this policy should be prorated from the date of initial service requested. 
I still feel that a fair resolution would be to refund me the $75 service trade fee, waive the policy cancellation fee, and prorate the policy from the date of initial service request.
Also, with their next resolution offer could they please include an exact dollar amount for the refund so I can verify their calculations.
Thank you,
[redacted]