Franks Television

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 at this time.  After 42 days they called today and authorized replacement of a new complete unit (air conditioner/heater) as soon as the parts come in. According to [redacted] the parts will be in tomorrow and the system will be installed on Friday 7/14/17 by another agency that looked at it yesterday and said it definitely needed a complete new unit. The technician that was here yesterday told me the first technician that came out should had already known it was impossible to repair.  I appreciate that they are finally taking care of the matter since living in 90 degree plus temperatures 24/7 is not acceptable for this length of time and we should not have gotten to this point.  
Sincerely, 
[redacted]

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]

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, 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

Complaint: [redacted]I am rejecting this response because:
While this is a seemly sincere apology, ORHP still have not supplied us with any actionable solutions to our problem. Today, I was not able to get in contact with either of the supervisors listed in this email; I left messages and did not receive any calls back. I was contacted by a dispatcher from ORHP who informed me that they are working on the next step to repair yet another part in our unit and that she has no information on how long we would have to wait for this next part or when I would hear from a supervisor. She also informed me that the second contractor on our case was at our home and replacing parts on Saturday, July 15th after we were told on July 14th by an ORHP employee, [redacted], via a recorded and saved voicemail, that the contractor doesn't "want to touch our unit...make the repairs". This contractor was at our home making repairs without any notification from ORHP or the contractor itself. 
I have attached a timeline on events in hopes to simply the navigation of our case.
Again, we would simply like to cash-out with ORHP, with an agreeable amount to replace our unit, so that we do not have to work with the warranty company or its independent contractors any further. 
Sincerely,[redacted]

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.)

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

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 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

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:
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]

Complaint: [redacted]I am rejecting this response because: I don't feel that ORHP has truly addressed my concern and issue. ORHP also repeatedly tried to reach the contractor to no avail and [redacted] still doubted my complaint. As I mentioned previously, there are numerous complaints about the contractor on Yelp, which supports my complaint. As a company, ORHP should refund the service/trade fee. They can review my history and see that I have paid each and every trade fee that was ever due without question. As a person in the customer service industry myself, I would never question my customer's complaint, especially after ORHP had the same issues themselves in communicating with their own contractor. Sincerely,[redacted]

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

Plan [redacted]
 
Dear Revdex.com,
 
Per [redacted] request, the Plan was cancelled and the Plan fee refund check was mailed to her on August 3, 2017. If she has any questions, please advise her to contact our Accounting Department at [redacted] 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 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, 2015/08/17) */
Plan XXXXXXXX
Ms. [redacted],
I spoke to Ms. [redacted] on August 13, 2015 to provide assistance and a resolution; she advised me that if I can be of assistance, she will contact me after August 17th.
Sincerely,
[redacted]
Claims...

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; I reviewed the file that indicates the technician from [redacted] advised us that the air conditioner condenser is less than five years old, and the parts and components,...

including the compressor, are still under the manufacturer warranty. In addition, we spoke with [redacted] at[redacted] a supplier of air conditioner equipment in Florida, and he also confirmed that based on the model and serial number, the equipment is still under the manufacturer warranty.
 
Please refer to page 8 of the Plan that states:
 
“1. GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
 
F. Any costs related to servicing systems, appliances or components covered, in
     whole or in part, by an existing manufacturer/ distributor/ or other warranty.”
 
Please extend our apologies to [redacted] that the terms and conditions of the Plan do provide coverage in this situation. While the intent of Old Republic Home Protection 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 [redacted] has any additional information he believes should be considered, please advise him to forward it to me for review at the address below.
 
Old Republic Home Protection
[redacted]
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection