Franks Television

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.
 
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, the appointment is scheduled for July 7, 2017 to complete the repair of the air conditioner. If [redacted] has any questions, please advise her to contact our Customer Service Department at [redacted] for assistance.
 
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to waive the $75 Trade Call Fee.
 
ORHP values [redacted] being our customer the past eight 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

Initial Business Response /* (1000, 5, 2016/01/27) */
Ms. [redacted]
Revdex.com
Re: Plan [redacted]
Dear Ms. [redacted],
Regarding the alleged damage cause by the Independent Network Service Provider (INSP), [redacted] Plumbing; I have reviewed the file that indicates a claim was opened with their...

General Liability Insurance, and an adjuster was assigned to review the damage claim.
In order for a Service Provider to be in our Independent Service Provider Network, proof of General Liability Insurance (GLI) must be provided to Old Republic Home Protection, listing us as Additional Insured. In the event allegations are made against an INSP for causing secondary or other damages during or after the performance of service, a claim must be filed with the appropriate GLI Company representing the Independent Network Service Provider, and settlement, if any, must be negotiated with them directly.
According to the file, the GLI carrier assigned the claim to [redacted], and the claim number is [redacted]. Please advise Mr. [redacted] to follow up with Ms.[redacted] at 831-[redacted] regarding the status of his claim.
If Mr. [redacted] has any further questions, please advise him to contact Ms. [redacted], Call Center Supervisor, at 800-[redacted] Ext. [redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes there was a claim opened up. It was for the missing items and damages caused at time of break in. Not during time of repair. When the hallway walls were damaged.
Final Business Response /* (4000, 9, 2016/01/29) */
Ms. [redacted],
Please advise Mr. [redacted] any claim for alleged damage caused during the repair, would also need to be filed with the same General Liability Insurance carrier for [redacted] Plumbing. I suggest he discuss this with the adjuster and obtain the steps to open a separate claim for the alleged damage.
Sincerely,
[redacted]
Plan Compliance Manager

Complaint: [redacted]I am rejecting this response because:
 
Typical...your an insurance company.  You have every exclusion possible regardless of doing what is right.  You are what is wrong in the world today.  Greediness and only looking out for your bottom line for your shareholders.  I will make sure everyone we know plus everyone they know, etc KNOWS that ORHP is NOT looking out for their customers nor will they put their customers first.  ORHP is responsible for the unit and every cost thereafter.  I don't care what your exclusions say.  You don't care about the fact we suffered monetarily due to you all's bad call and ordering the wrong part, just to start.  We have 3 children to take care of and we now KNOW they were breathing in poisonous gases.  The high temperature upstairs posed health risks.  All of the facts have already been shared.  Bottom line, you have found a way to deny responsibility with your exclusions.  
 
 [redacted]

Initial Business Response /* (1000, 5, 2015/08/04) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner, hose bibb, and toilet; I have reviewed the file that indicated when the technician from Kassel Appliance & A/C Repair...

diagnosed the air conditioner, he found a drill bit had been dropped inside the condenser, which punctured the condenser fins causing a refrigerant leak. The technician provided Old Republic Home Protection (ORHP) photographs that support his diagnosis.
Please refer to page 7 of the Plan that stats:
"We will provide service for covered systems or appliances which malfunction, and are reported,
during the term of the Plan that:
C) Have become inoperable due to normal wear and use, rust, corrosion, and chemical or
sediment build-up after the effective date of coverage."
According to the file, my associate, Ms. [redacted], Call Center Supervisor, has left a message for Ms. [redacted] to discuss the diagnosis. If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
With regard to the denial of coverage for the hose bibb; please refer to page 3 of the Plan under Plumbing Coverage that stats:
"Not Covered: ...hose bibbs"
As for the service request placed on July 24, 2015 for the master bathroom toilet; I spoke with [redacted] at Above & Beyond Plumbing, and she will contact Ms. [redacted] to schedule a convenient appointment.
If Ms. [redacted] wishes to contact them directly to schedule an appointment, they can be contacted at XXX-XXX-XXXX.
We apologize the terms and conditions of the Plan did not provide coverage for the air conditioner and hose bibb. 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.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/10/16) */
[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.
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 and my associate, Ms. [redacted], has been assigned to resolve the service request, and will contact Ms. [redacted]. 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 Consumer Rebuttal /* (3000, 7, 2015/10/21) */
Dear [redacted]
First of all, thank you for your super quick attention to this matter.
We are not going to drop our complaint with Old Republic. We have had 4 technicians and 7 visits, totaling at least 30 hours of invested time in getting our unit repaired per our home owners warranty.
On Monday, I received a call from[redacted] at Old Republic. I believe she is in the authorization department. Her number is XXX-XXX-XXXX Ext:[redacted]
They scheduled another repair tech for last Monday with AT Appliance at XXX-XXX-XXXX to come to our home between 8 and 12. Yet, on this exact same day, they called and left a message saying the unit had non-warrantied damage and they were denying our claim.
It's odd that they would schedule another repair visit and deny our claim on THE SAME DAY. This tells me they have no idea what is wrong with the unit.
We have kept all our service repair notes and no one has said we have a crack in the interior lining of the door. The unit is over ten years old and is simply worn out. This is covered per their policy.
I have looked up the cost of replacement:
Kitchenaid-Superba Type 25CD, side by side, stainless steel with an ice maker. Replacement through Best Buy would be $2,999.00
We would very much like to resolve this long standing issue and be done with all of these appointments that solve nothing.
We are respectfully asking for full replacement of cost or an offer very close to that. We appreciate all their efforts and want to resolve this just as much as they do.
If Old Republic can suggest an amount that would substantially go towards the cost of a new refrigerator, we would be open to that.
All our records are at your disposal should you need to verify any of our statements.
Once again, thank you for your expertise in resolving this matter.
[redacted] and [redacted]
XXX-XXX-XXXX
Final Business Response /* (4000, 12, 2015/10/27) */
Dear Ms. [redacted],
I reviewed the file and my associate, Ms. [redacted], spoke with Mrs. [redacted] on October 16, 2015, and explained that our technicians believe the failure of the refrigerator is a crack in the refrigerator lining (which is not covered according to the terms and conditions of the Plan). If Ms. [redacted] has additional information from an Out-Of-Network Contractor that she believes should be considered, she was advised to submit the information to Ms. [redacted] for review.
If she has any questions, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX Ext. [redacted].
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 16, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not ONE of their technicians said our door had a failed inner lining. Not one of them took our door apart to determine if that was the case. They are making this claim to get out of fixing or replacing our refrigerate.
In order to resolve this dispute, we would like them to proceed with a cash-out resolution. This is something they suggested to us on one of our many phone calls.A like replacement would cost us $2,999.00. We would be willing to settle for a buy out of $1,000.00.

Plan [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the leaking tub spout, and [redacted] request to have the leaking tub spout reinstalled; I have reviewed the file and the Plan does not provide coverage for tub spouts. According to the Service Provider, the tub spout was...

not properly installed and the estimate to correct the improper installation and repair the leak was $220.
 
Please refer to page 3 of the Plan that states:
 
“Plumbing Coverage
 
NOT COVERED: … tub spout … “
 
With regard to reinstalling the tub spout; the Service Provide has advised us that reinstalling the tub spout could result in secondary water damage if the spout is not properly installed and the tub/shower is used. For this reason, he will not assume the liability to reinstall the tub spout unless he is hired by [redacted] to complete a proper installation.
 
Please extend our sincere apologies to [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 [redacted] has any additional information he believes should be considered, please advise him to contact me at [redacted].
 
Sincerely
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 10, 2015/09/29) */
Ms. [redacted],
Please advise Mr. [redacted] as a gesture of goodwill, Old Republic Home Protection has waived the Trade Call Fee. If he has any questions, please advise him to contact me at XXX-XXX-XXXX Ext [redacted].
Sincerely,
[redacted]...

[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 12, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepr the above resolution from Mr. [redacted] because it satisfies my reason for this complaint. One question I do have is the collection company will Old Republic notify them of this resolution? Does this resolution clear their collection fee or is that a separate process ? Thank you Mr. [redacted] I appreciate your willingness to resolve this matter.

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. My husband and I were both upset that it even got to this point, as I've never even made a complaint before to Revdex.com. However, I am glad that Old Republic recognizes that this was unsatisfactory service and is willing to compensate us in response. Sincerely, [redacted]

Dear Revdex.com,
 
I have been in contact with Ms. [redacted]  and Ms. [redacted] several times in the past two weeks by email, and they are aware I am reviewing their request and obtaining information to determine how ORHP can assist them. I hope to have my review completed by August 4, 2017, as I will be away from the office until August 15th. If my review is not completed this week, I will complete it upon my return, and I will communicate with Ms. [redacted] and Ms. [redacted] how ORHP will be able to assist them. 
 
Sincerely,
[redacted]
Plan Compliance Mgr

Dear Revdex.com,
 
Please advise [redacted] that if he wishes to cancel the Plan, it will be processed in accordance with the terms of cancellation outlined on page 9 of the Plan that states:
 
“Cancellation: Nevada Residents: If Plan is cancelled within the first 30 days of
coverage, you will receive a full refund. However, if services have been rendered, you
will receive a pro rata refund for the unexpired term, and a $50 processing fee. If Plan is
cancelled after 30 days, you will receive a pro rata refund for the unexpired term, and a
$50 processing fee. If Plan is cancelled by us, you will receive a pro rata refund for the
unexpired term less unpaid trade call fees. If Plan is cancelled by us, we shall mail a
notice to you at the last known address contained in our records, at least 15 days prior
to cancellation, stating the reason and effective date of cancellation. A 10% penalty per
month shall be added to a refund not paid within 45 days of request to cancel. Our reasons
for cancellation include 1) nonpayment of fees by you; 2) fraud or misrepresentation of facts
material to the Plan by you.”
 
Based on the terms of cancellation, he would not receive a full refund of the Plan fee. If he still wishes to cancel the Plan, please advise him to email me at [redacted], and I will process the cancellation effective March 22, 2017.
 
As for Dan’s Heating and Cooling, it is my understanding they were compensated by the manufacturer for the labor and material to install the new equipment.
 
If [redacted] has any questions, please advise him to contact me at [redacted]
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

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

Initial Business Response /* (1000, 5, 2015/08/06) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water heater; I have reviewed the file and have left two messages for Mr. [redacted] to contact me to discuss his request for service....


Please advise Mr. [redacted] to contact me at XXX-XXX-XXXX ext. [redacted] at his convenience.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/05) */
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 Ms. [redacted] advised Old Republic Home Protection (ORHP) that the air conditioner...

was not operating properly on the effective date of the Plan, and that the Seller of the property was supposed to complete repairs to the air conditioner prior to the transfer of sale. However, she had no information that confirms repairs were completed.
Please refer to page 7 of the Plan that states:
"We will provide service for covered systems or appliances which malfunction, and are reported
during the term of the Plan that:
B) Were correctly installed and working properly on the effective date of the Plan, and
C) Have become inoperable due to normal wear and use, rust, corrosion, and chemical or
sediment build-up after the effective date of coverage. Pre-existing conditions are not
covered."
Please extend our apologies that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Ms. [redacted] has additional information she believes should be considered, please advise her to forward it to me for review.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is NOT at all what was said.
Our home inspector said, and I have the report - that both units were working at the time of the home inspection. Two of the three he recommended being serviced, which the sellers stated they completed prior to our possesion. That said - again - all units were working at the time we took possession and at inspection. The home was vacant prior to our possession so there was no one using the unit between inspection and service and our possession.
On walkthrough I turned all the units on and to me they were blowing cool air, this is what I told the person I spoke with.
Final Business Response /* (4000, 9, 2015/08/10) */
Dear Ms. [redacted],
Please advise Ms. [redacted] to provide me a copy of the home inspection for my review. The mailing address is:
Old Republic Home Protection
[redacted] XXXXX
Attention: [redacted]
I will review the file and the home inspection and will advise Ms. [redacted] regarding coverage.
Sincerely,
[redacted]
Claims 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 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.
 
According to the file, the service request was transferred to Fire and Ice HVAC, and they will contact Ms. [redacted] to schedule an appointment. If she needs to contact them directly, they can be reached at [redacted]. If Ms. [redacted] requires further assistance, please advise her to contact ORHP at [redacted].
 
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund the Trade Call Fee, and Ms. [redacted] should receive a check within 20 days.
 
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, 2015/05/13) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted] 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 Provider and individuals involved, ensuring they understand the result of their actions and comments.
ORHP values Ms. [redacted] as a customer, and we hope she realizes the value of the Plan, and the many benefits it provides.
Please advise Ms. [redacted] that based on the circumstances that occurred, I have waived the $75 Trade Call Fee for the air conditioner service request placed on [redacted] 7, 2015.
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
Initial Consumer Rebuttal /* (2000, 7, 2015/05/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept knowing full well that ORHP is the epitome of incompetence and I choose not to fight a long battle with this pile of rubbish. Their providers have continually failed to provide quality service and timely responses. I will ensure that every homeowner I meet and every social media outlet that accepts consumer reviews know about my poor customer service experiences. I want them out of my life and home and a confirmation letter mailed that confirms the waiver of the fee. Good Riddance ORHP

Initial Business Response /* (1000, 5, 2015/09/04) */
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]' letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers and part suppliers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers, and to utilize part suppliers, that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund the Trade Call Fee, and the refund will be mailed to Ms. [redacted] within the next ten business days.
With regard to the repair of the air conditioner; I will follow up with [redacted] at A and B Air Conditioning to ensure the repair is completed in a timely manner once he receives the new evaporative coil from the manufacturer.
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, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not at all the resolution that I asked for. The $75 refund doesn't fix the problem. I would like the amount I paid for the renewal as well as the $75 to be refunded. I want my policy as well as any other payments that were to be automatically withdrawn from my account canceled. The whole reason of me paying for & having a home warranty was for protection for me if anything major were to go out. ORHP has not gone out of there way at all to see to it that this matter was taken care of in a timely manner. Parts should've been overnighted as soon as they were received damaged. It's taken longer for them to come in the second time they were ordered than it did the first time.
Final Business Response /* (4000, 21, 2015/09/21) */
Please advise our Plan Holder that as a gesture of goodwill, we will honor her request and refund the Trade Call Fee, and cancel her Plan in full. The checks should be processed and mailed within the next ten business days.
[redacted]
Plan Compliance Manager
Final Consumer Response /* (2000, 29, 2015/09/25) */
Please disregard last message. I called my bank and that $188 was reimbursed.

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the service request for a water leak from the evaporative coil, refrigerator, and clothes washer; I reviewed the file that indicates the technician from Perfect Temp Air Conditioning diagnosed the evaporative coil was not installed level...

and as a result was leaking condensation water when the air conditioner was operated.
 
Please refer to page 8 of the Plan that states:
 
“1. GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
 
E. Improper repair/installation/modification of the covered item.”
 
As for the refrigerator and clothes washer; according to the Plan, the optional Kitchen Refrigerator and Washer/Dryer coverage was not purchased. As a result there is no Plan coverage for these items and service was denied.
 
If Ms. [redacted] has any additional information she believes should be considered, please advise her to forward it to me for review at the address below.
 
Old Republic Home Protection
[redacted]
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: they already had a diagnosis over a week ago the gentleman got here to put in air conditioning and when he called to let them know they wanted him to call back an hour later to get a work order number before they were going to allow him to do the work once again I was called and interrupted at work so I could tell the gentleman to go ahead and install the air conditioning. They keep trying to play games I have paid for everything up front because of what they have put me through. I do. It one yet what or wether they will actually pay back a dime to me. They were upset that I wanted to use someone besides their people to install the unit after the way I was treated they were not having anyone from that company install anything .Sincerely,[redacted]

Dear [redacted],Please advise **. [redacted] if he has any questions or concerns, to please contact my associate, **. [redacted] at [redacted], for assistance. Sincerely, [redacted]

Complaint: [redacted]As previously noted, Old Republic's response is completely inadequate and rejected. 
Best,
[redacted]