Franks Television

Dear Revdex.com,
 
According to the Service Provider dispatched by Old Republic Home Protection, there was no failure of the shower valve. The technician advised us the only reason the valve needed Replacing was because someone had used glue to secure the shower handler (a component not covered by the Plan), which resulted in the shower cartridge being compromised. The plumber advised us because of the attempted improper repair of the shower handle, the shower valve now must be replaced.
 
If Mr. [redacted] has any additional information that he believes should be considered, please advise him to mail it to me at the address below for review.
 
Old Republic Home Protection
[redacted]
[redacted]
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the delay completing the service request for the replacement of the package heating and cooling equipment; 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], has been assigned to follow up to ensure the service request is resolved to your satisfaction. If you have any questions, please contact [redacted] at [redacted] Ext. [redacted].
 
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor your request to provide coverage for the $625 in non-covered costs, and the Service Provider has been notified. 
 
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

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the pool equipment, and payment of the Trade Call Fee; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend 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, on June 16, 2017, my associate, [redacted], was assigned to review the file and contact [redacted] to discuss her request to waive the Trade Call Fee. If [redacted] has any questions, please advise her to contact [redacted] at [redacted].
 
ORHP appreciates [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because:
A satisfactory solution has not been reached.Sincerely,[redacted]

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the service request for the air conditioner; please extend our sincere apologies for the circumstances outlined in Mr. [redacted] letter. The file indicates that my associate, Ms. [redacted], was assigned to review the service request and...

confirmed that the installer of the equipment, Little Heat and Little Air, pulled a permit and will resolve any issues found by the inspector to ensure the installation passes inspection.
 
In addition, my associate, Ms. [redacted], spoke with [redacted] earlier today, and they confirmed they would return to complete the repair.
 
If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at [redacted], or contact [redacted] directly at [redacted] to schedule an appointment so they can complete the repair.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the denial of coverage for the refrigerator; please advise **. [redacted] to provide me any additional information he believes supports coverage for my review. Please ask him to mail me the information to the following address.
 
Old Republic Home Protection
[redacted]
San Ramon, CA 94583
Attn: [redacted]
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/10/27) */
Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage of the water heater; I have reviewed the file and my associate, Ms. [redacted], Call Center Supervisor, spoke to Mr. [redacted] on October 22, 2015 and discussed the Plan coverage....


On behalf of Old Republic Home Protection (ORHP), please extend our apologies that the terms and conditions of the Plan did not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Mr. [redacted] 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 Consumer Rebuttal /* (3000, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The original denial was very different then this one. They are making up new reasons to deny the coverage. I still don't understand why they are denying it. Some explanation Ms. [redacted] didn't even understand and couldn't explain well. And it makes it clear that seller paid "warranty" is bunch of garbage and is only meant to make the buyer feel good and covers very little.
This is obviously unacceptable. I have no middle ground. I do not accept this. Having companies like this making money off house sales and making people "comfortable" in case something goes wrong and then looking for each and any way to deny coverage is wrong. I will take my complaint to the NC DOJ and my government representatives. At this point, I care more about this industry being tighter regulated and having more transparency between their relationship with realtors and their denial rates. I will take my efforts there. I know Revdex.com will not be helpful in this matter. And I'm also frustrated that your rating for a company like this is so high.
Final Business Response /* (4000, 17, 2015/11/10) */
Dear Ms. [redacted],
Regarding the response from Mr. [redacted]; please advise him as referenced in our previous response, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
Old Republic Home Protection provides service to over 500,000 service requests annually, with service costs in excess of $100M. Should Mr. [redacted] wish to compare our coverage with other home warranty companies, please advise him to visit the National Home Service Contract Association website at homeservicecontract.org for a list of home warranty companies. We do not suggest companies that sell home warranties strictly over the internet, as many are not properly licensed and/or regulated as required.
Again, please extend our apologies that the terms and conditions of the Plan did not provide coverage in this situation.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 19, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will take this up from the perspective of deceptive marketing practices w NC DOJ. I accept I won't get anything and hope to change their business practices to be transparent.
Thanks
[redacted]

Plan [redacted]
 
Dear Revdex.com,
 
According to the file my associate, [redacted], spoke with [redacted] on July 18, 2017 and is following to resolve her service request. If she has any questions, please advise her to contact [redacted] or his Supervisor [redacted].
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Dear Revdex.com,
 
I spoke with [redacted] today and he agreed to provide  me the invoice for the repair ($251) for my review.
 
[redacted]
Plan Compliance  Manager

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]

Initial Business Response /* (1000, 5, 2015/06/10) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the discussion with our staff concerning the effective date of your Plan; 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.
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 your spoke with my associate, Ms. Love, Accounts Receivable Supervisor, and she explained that there is a 30 day wait for Plans sold as a For Sale By Owner.
ORHP appreciates you taking the time to provide your opinion and perspective of your 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, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response did not provide any resolution, apology nor acceptance of the original Terms and conditions. A company MUST take ownership of its terms and conditions when conveyed verbally in the state of Texas.
Final Business Response /* (4000, 9, 2015/06/12) */
Ms. [redacted],
As stated previously, please extend our apology for any misunderstanding or incorrect information with regard to the 30 day wait. If Ms. [redacted] would prefer her Plan be cancelled so she can purchase a Plan from a different home warranty company, please advise her to let me know, and I will process a full refund of the Plan fee.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
From the very beginning I have fully disclosed there was no agent involved.
I wanted to make it VERY CLEAR * I DID NOT ASK FOR THE WAIVER OF THE WAITING PERIOD / I WAS TOLD AND EVEN ASSURED MORE THAN ONCE BY EACH REPRESENTATIVE I would not incur the warranty waiting period*. This was offered to me. Therefore I simply expect it to be fulfilled.
I do not accept the alternate resolution, but the original terms, where the close date is 6/1 with my warranty start date as 7/1/2015.
I will be forwarding this matter to the Texas Attorney General's Office, next.

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the well pump; 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 [redacted] assistance resolving his service request. If [redacted] has any questions, please advise him to contact [redacted] at [redacted], or her Supervisor [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: this case can be closed as unresolved. I have meet and hired an attorney who will be taking it from this point on. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
The response does not address any of the issues and appears to be a form. The fact that my complaint included multiple employees and a service provider over multiple instances do give the appearance that this type of behavior is at least somewhat ingrained into the company culture, at least in pockets. As a new customer I was treated as though everything I said was a lie because the company may have been burned in the past. The summary denial of my plumbing claim was ignored in the response, as was the fact that during the mentioned conversation regarding my air conditioner working as intended I unequivocally stated that the technicians fix was a band-aid on a bullet hole which I verified with multiple other HVAC specialists. The "resolution" to my air conditioner leaking Freon was to install screw on dust caps and refill the system. Dust caps are designed for exactly what they sound like, to keep dust out of AC valves and lines. While they can serve to slow a leak from a valve that is not their purpose. At the risk of being too cheesy with my use of colloquialisms, ORHP has simply kicked the can down the road likely hoping the quick fix will hold up until my warranty runs out. It may, but it was not the right or the ethical thing to do, and it is by no means the proper repair in this instance.
Sincerely,[redacted]

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 circu**tances 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 circu**tances occur that are unacceptable to ORHP and our Plan Holder.
 
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
According to the file, my associate **. [redacted] has been assigned to review the file and provide assistance to **. [redacted]. If **. [redacted] has any questions or further need of assistance, please advise him to contact **. [redacted] at [redacted] or his Supervisor, **. [redacted], at 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

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding payment of the Trade Call Fee (TCF); according to the file, the service request was reviewed by [redacted], and based on the information she reviewed and was provided to her by the Independent Network Service Provider, service was provided to the pool equipment and therefore, the TCF was due in accordance with the terms and conditions of the Plan.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Revdex.com
 
Re:      Plan [redacted]
 
 
Dear [redacted],
 
[redacted] renewed her Plan with us effective March 27, 2016.  She selected a monthly payment program that paid ORHP $48.75 per month as a credit card deduction. The first installment was...

taken upon renewal (March 8, 2016) and again on April 8, 2015, for a total Plan payment of $97.50.
 
On April 16, 2016 she requested service for a stoppage in her home.  She placed this request over the Internet.  We did not have an available Service Provider in her area, and therefore authorized her to contact a contractor on her own. 
 
There is a process that an out-of-network contractor is required to follow, including contacting us for authorization of covered services prior to initiating service. No report was provided until the services had already been rendered. As a goodwill gesture, the Authorizer authorized the services of septic tank pumping, even though the Plan Holder did not have that coverage on her Plan. We incurred a cost of $254.71 of which a $75 trade call fee was due by the Plan Holder, and therefore we refunded her a total of $179.71.
 
At this point, we had received $97.50 in Plan fees and expended $179.71 in service cost, leaving a negative balance on her account of $82.21. 
 
On May 8, 2016, her credit card installment payment was declined. 
 
On May 15, 2016, a letter was generated to [redacted] as a result of the third renewal credit card installment being declined by the banking institution, requesting she make payment within 20 days to maintain her account as current.
 
On June 9, 2016, a letter was generated to [redacted] as a result of her lack of response, stating her Plan had been cancelled effective as of that date.
 
As our final goodwill gesture, we provided two choices:
 
Reinstate her coverage by paying the required Plan fees.
Pay the difference between the service cost incurred and the Plan fee due.
 
We asked her to make the decision by July 9, 2016. 
 
We believe we have been more than fair in this situation; have also not required the payment of the $50 processing fee due in the event of cancellation (as outlined in the Plan); and we expect a payment to us of $82.21 or further action will be taken.
 
If [redacted] has any questions, please advise her to contact our Accounting Department at [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: There is no misunderstanding.  When ORHP submitted the resolution on my first complaint I had not yet received notice if the trade fee.  Why did they not mention this in their response or their letter.  Why didn't they take it from the check they sent me?  I was asked to accept the resolution as all there was to it. or final.  Obviously  I was misled since there was no mention of this fact in their responsive.  Because there was no mention of it I was led to believe there would not be anything further on this matter.  Conveniently they withheld the information and didn't notify me then but sent a notice dated 3 weeks before I got it,  I am taking this further to Consumer Affairs and also  Department of Insurance as they keep sending the same response the last 3 times..  They were wrong in notifying me they would pay for the repair in full settlement, and not notifying me there would be minus the trade fee. .
 
[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.  However, I was never contacted to ensure the refund goes to the correct address.  Please contact me to gather my correct address for the refund.Will never use, nor recommend your business again; but you already knew that with an 88% negative rating, [redacted]

Initial Business Response /* (1000, 5, 2015/10/28) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the well pump; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances...

outlined in Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Ms. [redacted], has been assigned to 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