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. Sincerely,
 
We were given the option to use a contractor out of the network. I’m glad with the response there was acknowledgement in the failure to provide adequate customer service. I understand employees want to leave work on time, but when we’re in the middle of an emergency, and told we’re going to receive a call back, and then hear nothing and have to call the emergency line and put in a NEW service request because the main call center is closed I find unacceptable. Hanging up on people in the middle of conversations is unacceptable, and those that did that need to be retrained, or reprimanded.
 
Other than that, thank you for the response, and hopefully real steps are taken to improve customer service.
Stanley Langston

Dear [redacted],
 
As referenced in our previous correspondence, please extend our apologies to Mr. Perry that the terms and conditions of the Plan did not provide coverage in this situation. As for the cancellation request, we honored [redacted] request in accordance with the terms of cancellation outlined on page 9 of the Plan.
 
Sincerely,
 
[redacted]
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2015/09/16) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the air conditioner; I have reviewed the file that indicates the Plan became effective on September 9, 2015, and the service request for the...

air conditioner was placed the same day. According to the Independent Network Service Provider dispatched by Old Republic Home Protection (ORHP), he diagnosed there was a refrigerant leak in the service valve and condenser, and the air conditioner was not in good operating condition on the effective date of the Plan.
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) Pre-existing conditions are not covered."
Please extend our apologies to Mr. [redacted] 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 Mr. [redacted] has any needs for service during the term of his Plan, please advise him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I recently hired a new HVAC technician from All American Plumbing Heating and Air, who are not partnered with Old Republic. Their opinion was that the A/C could with out a doubt have been working the same day we got keys to our new house. We are faxing Old Republic a report of their findings tomorrow (9/18/15).
If they do not desire to fix the AC unit, the least they can do is refund the plan protection fee and $60 tech fee we had to pay which Old Republic used to deny the claim.
Final Business Response /* (4000, 10, 2015/09/21) */
Ms. [redacted],
Please advise Mr. [redacted] that the $60 Trade Call Fee has been waived strictly as a matter of goodwill. If Mr. [redacted] still wishes to cancel his Plan, please advise him to provide Old Republic Home Protection a written request, and mail it to the following address:
Old Republic Home Protection
P.O. Box 1507
San Ramon, CA XXXXX
If Mr. [redacted] would prefer, he can fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms of cancellation referenced on page 9 of the Plan.
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, 2016/01/26) */
Ms. [redacted]
Revdex.com
Re: Plan #[redacted]

Dear Ms. [redacted],
Regarding the alleged damage caused by [redacted], the Independent Network Service Provider (INSP) dispatched by Old Republic Home Protection, during the...

installation of the new water heater on August 12, 2015; 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 INSPs 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.
Please refer to the Plan, Page 8, that states:
"General Exclusions:
D. We do not pay, nor are we liable, for secondary or consequential loss or damage;
personal or property loss or damage; or bodily injury of any kind.
E. We are not responsible for a Service Provider's neglect ... "
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 Independent Network Service Provider for causing secondary or other damage 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.
Please forward the following contact information for the INSP and their GLI Company to Ms. [redacted].
[redacted]
General Liability Insurance:
[redacted]Policy number: [redacted]
Effective 04/04/15
Expired 04/04/16
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

Complaint: [redacted]I am rejecting this response because:
Please send me the details on how ORHP handles a scenario where there is a discrepancy between what ORHP's contractor reported and what out-of-network reported?
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 Mr. [redacted]’s letter.
 
ORHP,...

like other home warranty companies, uses Independent Network Service Providers and part suppliers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers, and to utilize part suppliers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
 
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
According to the file my associate, Mr. [redacted], was assigned to review the work order and ensure the service request is resolved in a timely manner. If Mr. [redacted] has any questions, please advise him to contact Mr. [redacted] at [redacted] Ext. [redacted] or his Supervisor, Ms. [redacted], at Ext. [redacted].
 
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/11/04) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted] 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, Mr. [redacted], and Ms. [redacted], Call Center Supervisor, are reviewing the file and will ensure the service request is resolved in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX Ext. [redacted], or Ms. [redacted] at Ext. [redacted].
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, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am NOT Ms. [redacted], this is addressed to the wrong customer/another complaint file. This further proves how incompetent this company is.
Final Business Response /* (4000, 9, 2015/11/06) */
Ms. [redacted],
Please advise Ms. [redacted] that our responses to the Revdex.com (Revdex.com)are made directly to you, and not the Plan Holder. My apologies for the confusion.
As for the service request I have spoken with Ms. [redacted] and based on my review of the file, she is aware that Old Republic Home Protection has agreed to dispatch an appliance Service Provider to schedule an appointment to provide service.
Sincerely,
[redacted]
Plan Compliance Manager
Final Consumer Response /* (2000, 11, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr. [redacted] has taken corrective action to remedy the situation. His prompt attention was appreciated.

Dear Revdex.com,
 
As referenced previously; our decision to deny coverage was based on the diagnosis provided to Old Republic Home Protection by Leisure Time Waters. If **. [redacted] has a diagnosis by an Out-Of-Network Contractor that he believes should be considered, please advise him to provide me their diagnosis for review.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Plan [redacted]
 
Dear Revdex.com,
 
Regarding Ms. [redacted] request for reimbursement for the cost of a new faucet; I reviewed the file that indicates the Service Provider diagnosed that the faucet was damaged as the result of an attempted repair, and not from normal wear and use. As a result,...

coverage was denied based on the terms of coverage outlined on page 7 of the Plan.
 
However, as a gesture of goodwill, Old Republic Home Protection (ORHP) has agreed to honor Ms. [redacted] request, and I have communicated with her and requested she provide me a copy of the invoice for the new faucet for processing. 
 
ORHP values Ms. [redacted] as being an eight year customer, and we hope she will continue to realize the value of the Plan and the many benefits it provides.  
 
If Ms. [redacted] has any questions, please advise her to contact me at [redacted].
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/10) */
Ms. [redacted]
Revdex.com
Re: XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the improperly installed gas shut off valve; I have reviewed the file that indicates as a gesture of goodwill, Old Republic Home Protection agreed...

to provide coverage and also refund the Trade Call Fee.
My associate, Ms. [redacted] has been assigned to follow up to ensure the service is resolved in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Plan [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the air conditioner; based on the response from Mr. [redacted], if he has additional information from an Out-Of-Network Contractor that he believes should be considered, please advise him to mail it to my attention at the address below.
 
Old Republic Home Protection
[redacted]
San Ramon, CA 94509
Attn: [redacted]
 
Sincerely,
 
[redacted]
Plan Compliance Manager

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the garbage disposal; 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.
 
I reviewed the file that indicates on April 19, 2017, my associate, [redacted], spoke with [redacted] and he agreed to accept a settlement of $110 in lieu of the replacement of the garbage disposal. He should receive the check within 20 days.
 
In addition, as a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund the Trade Call Fee.
 
ORHP values [redacted] being our customer the past ten years, and we appreciate him 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]
 
 
Regarding the service request for the electrical system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted] letter.
 
I assure you, ORHP employees value...

the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
Based on the information [redacted] 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 reviewed the diagnosis from the Out-Of-Network Contractor and agree that the Plan provides coverage for the wiring replaced under the home. Please advise [redacted] that I have processed a check to reimburse her $150, and that she should receive the check within 20 days. If [redacted] has any questions, please advise her to contact me 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

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the refrigerator; I have reviewed the file and although the Trade Call Fee is due whether service is covered or denied, Old Republic Home Protection has agreed, strictly as a matter of...

goodwill, to honor [redacted] request to waive the Trade Call Fee.
 
 
Best regards,  
 
[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 as business has send another service provider and he visited my place and told me that he would need some parts and he will call me back once parts are available to repair. So far response from ORHP is satisfactory, however the same is subject to final repair done satisfactorily by ORHP's service provider.Sincerely, [redacted]

Dear Mr. [redacted]l,
 
Regarding the service request for the air conditioner, and the non-covered costs necessary to complete the repair. I reviewed the file which indicated the non-covered costs to be $1,215, however, a subsequent entry in the file, after I responded to the Revdex.com, clarified that the actual amount is $1,040, as was discussed with Mr. [redacted] by my associate, Ms. [redacted]. The difference in the amounts is a pre-negotiated rate we have with the Independent network Service Provider to minimize the out-of-pocket costs of our Plan Holder. My apologies to Mr. [redacted] that I was unaware of the change prior to me responding to his letter.
 
As for [redacted] Heating and Air; I confirmed with our Contractor Relations Department that their license and General liability Insurance is active and in good standing, which is a requirement placed upon each Independent Network Service Provider as being necessary in order to receive service work orders from Old Republic Home Protection (ORHP) .
 
Also noted in the file is that ORHP has waived the $75 Trade Call Fee, and refunded Mr. [redacted] the $175 in non-covered cost he paid for duct modifications when the evaporative coil was replaced in May by [redacted] Heating and Air.
 
Please extend our apologies to Mr. [redacted] for the circumstances that have occurred, and advise Mr. [redacted] to contact Ms. [redacted] if he will agree to the $1,040 in non-covered costs, necessary to install the air conditioning equipment by [redacted] HVAC.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the service request for the air conditioner and the request for a Plan fee refund; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our 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, my associate, [redacted], was assigned to review the file and she determined that the equipment that failed is under the manufacturer’s warranty. Since the Plan does not provide coverage for equipment that is under a manufacture warranty, on June 1, 2017, she advised [redacted] that she will need to obtain service from a Service Provider of her choice to complete the repair.
 
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.”
 
If Mr. or [redacted] have any questions, please advise them to contact [redacted] at [redacted] for assistance.
 
With regard to [redacted] request for a Plan fee refund; ORHP values [redacted] as a customer, and we hope that he realizes the value of the Plan and the many benefits it provides. However, if he still wishes to cancel the Plan, please advise him to email the request to [redacted], or fax the request to [redacted] and the Plan will be cancelled in accordance with the terms of cancellation outlined on page 9 of the Plan.
 
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:
ORHP has waived $100 trade call fee because I had already paid about $200 to the external contractor for a call fee and diagnostic report. So, I still paid $100 more than if I could use my ORHP plan.
 
ORHP has mentioned that if I want to cancel my plan I need to follow some cancellation policy. I want my refund for the rest of my plan and I do not see any reason for paying cancellation fee if they want to charge me with that. Why should I pay to cancel a plan that I have not even been satisfied with its customer service?!
Sincerely,
Sara Familian

[redacted],
 
Regarding the request to cancel the Plan; since the Plan is on a monthly payment plan, please advise [redacted] if she has any questions with regard to her request to cancel the Plan, to contact our Accounting Department at [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager