Franks Television

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the water leak in the bathroom; 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 on July 19, 2017 my associate, Ms. [redacted], spoke 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 [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

Dear Revdex.com,
 
We sincere apologize if there was a misunderstanding with regard to what was authorized and the coverage provided. I have reviewed the file and Plan coverage, and the previous response reflects what was authorized and the coverage provided by the Plan. If Mr. [redacted] has any additional information he believes should be considered, please advise him to mail it to me at the following address.
 
[redacted]
 
 
Sincerely,
 
[redacted]
Plan Compliance Manager

RE:      Plan # [redacted] Dear Revdex.com, Regarding the service request for the pool heater and the request to waive the Trade Call Fee (TCF); although the TCF is due whether the service is covered or denied (please refer to page 7 of the Plan), strictly as a matter of...

goodwill, ORHP has agreed to honor Andree Blais’s request to waive the Trade Call Fee.  Best regards,    [redacted]Plan Compliance ManagerOld Republic Home Protection

Complaint: [redacted]I am rejecting this response because:I have been told by several other AC companies that came out to fix this unit and each one of them have told me that the unit is to small for my home. I never asked for Old Republic to upgrade my unit, it would have been nice for then to halve informed At the time of replacement that the unit was too small and it needed to be bigger. I would have happily paid the difference in cost. Instead the came out and replaced it with a lower quality unit and that unit is over working itself and since is it of such poor quality it keeps breaking down, thus the 14 service call since the install.
when explaining this to Old Republic reps none seem to give a crap and are so unwilling to help.  The first call I made regarding my AC was that it was not cooling my house and the tec that OlD Republic sent out did was add coolant which never solved the issue. Then the AC keeps blowing Fuses and they can not figure out why so all they do is replace them.
 
I want this unit replaced because it keeps breaking down and does not cool properly and I feel that at this point Old Republic should pay the full cost of a new unit or send me a check for 80 percent of the cost of a new unit which was quoted by the last tec that was just out on 6/27/2017. They should also call that tec and get his advise and thought regarding this issue! Instead what Old Republic will do is sweep it under the rug and nothing will get resolved  as it's been for the past 7 years!
Sincerely,[redacted]

Re:      Plan [redacted]
 
 
Dear Revdex.com, 
 
Regarding the service request for the water leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies to [redacted] for not providing him the level of...

service he wants and deserves as our Plan Holder.
 
To ensure our Plan Holders receive 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. Our network, however, is not all inclusive for every trade, in every town, across the nation. For that reason, we may authorize our Plan Holders to contact an Independent Out-of-Network Contractor directly to obtain service.
 
In regard to [redacted] recent water leak service request, we should have handled that service request more effectively, providing him the ability to contact an independent contractor of his choice as soon as we realized we did not have a Service Provider available to serve him.  [redacted] should not have experienced a delay in service.  I will discuss this issue with the staff involved so they may fully understand the result of their actions. 
 
We agreed to reimburse [redacted] for covered costs when we authorized him to hire an
Out-Of-Network Contractor (OONC) to complete the service, and we sincerely acknowledge his frustration over this matter.
 
Please advise [redacted] to contact us prior to the OONC initiating repairs, so we can review the diagnosis and confirm Plan coverage.   
 
While we mis-stepped on this request, I hope that [redacted] continues to realize the value of our coverage, the budget protection and the peace of mind we provide.  
 
If [redacted] has any questions, please advise him our Customer Service Department at [redacted] for assistance.
 
Sincerely,    
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

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]' 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 Provider and individuals involved, ensuring they understand the result of their actions and comments.
As a result of the delays completing the repair, ORHP has agreed to refund Mr. [redacted] the Trade Call Fee, and a check will be mailed to him within the next ten business 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]
Claims Manager
Old Republic Home Protection

Dear Revdex.com,
 
I was advised by the Service Provider that the water heater was installed April 10, 2018. Please extend my sincere apologies to Ms. [redacted] for the delay. If Ms. [redacted] has any questions, please advise her to contact me at 800.972.5985 Ext. 1224.
Sincerely,
 
[redacted]
Plan Compliance Manager

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 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], was assigned to review the file, and she has spoken with [redacted] to assist with the timely resolution of his service request. If [redacted] has any questions, please advise him to contact [redacted] at [redacted]. 
 
ORHP appreciates [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/12) */
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.
According to the file, as a result of the circumstances that occurred, on January 11, 2016, my associate, Ms, Gilley, spoke with Ms. [redacted], and strictly as a matter of goodwill, ORHP has agreed to honor her 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 /* (2000, 7, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because: Old Republic has based their decision on what their technician stated, that I placed something very heavy on the door to cause hinge to bend.  Please be advised that it was the first time I used the oven, since I just purchased my home.  All I did was open the oven door to take out a pizza.  I am a widow & only weigh 115lbs.  I did nothing to cause damage to oven door.  I even had a third party, "Golden State Inspection" examine my oven before I purchased my home.  The inspector noted that oven was in satisfactory condition & even took pictures to back up report.  Again, I did nothing to cause damage whatsoever.  I find "Old Republic Home Protection " to practice unfair business...Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/07) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water leak; 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.
According to the file, my associate, Ms. [redacted], has spoken with Mr. [redacted], and will follow up to resolve his service request. 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 Consumer Rebuttal /* (3000, 7, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have called Ms [redacted] the whole day and hasn't not returned any of my messages. Can you confirm if she is receiving my messages and ignoring them?
Final Business Response /* (4000, 10, 2015/10/09) */
Dear Ms. [redacted],
According to the file, Ms. [redacted] spoke with Mr. [redacted] on October 8, 2015 to discuss a resolution for his service request. If he has any additional 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

Dear Revdex.com,
 
According to the file, on June 29, 2017, my associate, Mr. [redacted] spoke with Ms. [redacted] regarding her request for reimbursement for the purchase of a portable air conditioner, and he agreed to review the file and contact her back. Please advise Ms. [redacted] to contact him [redacted] for assistance.
 
sincerely,
 
[redacted]
Plan Compliance Manager

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 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, Mr. [redacted], has been assigned to review the service request and will contact the Plan Holder to discuss a resolution.
 
If Mr. [redacted] has any questions, please advise him to contact Mr. [redacted] 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

Complaint: [redacted]I am rejecting this response because:
information on coverage and protocols was never received.  Nor was it received after being requested.  It was received by email yesterday, 3/21/17 after a 4th phone call to request it.  The company's response is the FIRST time they have claimed to have sent the information.  Previously they apologized for NOT sending it.  This seems suspicious to me.  I'm sure that it was a simple clerical error on their part but the ultimate situation was that we did not have the necessary information that we needed to make a claim.Sincerely,[redacted]

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the garage door opener; 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, on March 28, 2017, [redacted] was authorized in accordance with the terms of coverage (refer to page 7 of the Plan), to contact a local licensed contractor of her choice to provide service, and was emailed the steps to follow to ensure she receives coverage.
 
If [redacted] has any questions, please advise her to our Customer Service Department 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

Dear Revdex.com,
 
Please thank **. [redacted] for providing me the property information so I could review the file and his request for reimbursement. According to the file, we were provided   a copy of the original diagnosis, but not the final invoice for the replacement of the water heater....

Please ask **. [redacted] to email me the invoice, which would reflect the amount paid for the new water heater, to [redacted]. I will then complete my review and provide him a response how his request will be resolved.
 
If **. [redacted] has any questions, he can contact me at [redacted].
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Dear [redacted],
 
Please advise [redacted] that her request to cancel her Plan has been forward to our Accounting Department, and will be cancelled in accordance with the terms of cancellation, outlined on page 9 of the Plan.
 
Sincerely,
 
[redacted]
Plan Compliance Manager

Plan [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the air conditioner, please extend our appreciation to Mr. [redacted] for advising us that the Service Provider returned to his home and was able to make the repair. I will be sure our Service Provider network manager is aware that they went above and beyond servicing our customer.
 
As for the Plan copy; the declaration sheet and Plan are mailed by USPS once we receive payment of the Plan fee. The file indicates that the declaration sheet and Plan coverage was mailed to Mr. [redacted] on December 20, 2017, and we were not advised until now that the documents were not received. Please extend our apologies.
 
In addition, a copy of the coverage is also accessible to Plan Holders on our website at [redacted].
 
I have emailed the declaration sheet (which includes the Plan coverage) to both email addresses we have on file for Mr. and Mrs. [redacted]. I have also mailed another copy via USPS.
 
If Mr. [redacted] does not receive the Plan, please advise him to contact us at [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager

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 spoken with [redacted] and will follow up to ensure the service request is resolved in a  timely manner. If [redacted] has any questions, please advise him to contact [redacted] at [redacted] for assistance.
 
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

Initial Business Response /* (1000, 5, 2015/08/20) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the dishwasher; on behalf of Old Republic Home Protection (ORHP) and its employees, please accept our sincere apologies for the...

circumstances outlined in Ms. [redacted]' letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
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 on August 19, 2015, my associate, Ms. [redacted], spoke with Ms. [redacted] to schedule an appointment with Sears, and Ms. [redacted] advised her that she would contact Sears to schedule the appointment.
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, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the apology, however I would like to have the trade call fee waived. I have a family of 5, and we have been without this dishwasher longer than what would be considered a minor inconvenience. I have since rescheduled, but had to push the date back even further due to financial constraints. Is it possible to have the trade call fee waived? I believe that this situation would warrant it. Also please note that Mr. [redacted] called, not Ms. No offense taken, just a note.
Final Business Response /* (4000, 9, 2015/08/26) */
Ms. [redacted],
Please advise Mr. [redacted] that the Trade Call Fee has been waived as a gesture of goodwill.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)