Franks Television

[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

Ms. [redacted]
Revdex.com
 
Re:      Plan [redacted]
 
Dear Ms. [redacted],
 
Regarding the service request for the faucet, and the settlement in lieu of replacement; I have reviewed the file that indicates our covered cost to replace the faucet in accordance...

with the terms of coverage was $140 for the faucet and labor to install it.
 
The file indicates that on June 29, 2016, the plumber from Plumbing Express diagnosed the guest bathroom faucet had failed and required replacement. Old Republic Home Protection (ORHP) authorized the replacement for $140, parts and labor.
 
On July 7, 2016, the Plan Holder, Mr. [redacted], contacted ORHP and advised us that the plumber did not have a replacement faucet on his truck when he was at the home on June 29th , and he was advised by the plumber that he would have to order it and return to complete the repair. Mr. [redacted] advised us that he wanted to upgrade the faucet, and that had he ordered a new faucet himself, and would like to have the plumber return to install it. Mr. [redacted] was offered a settlement of $140, less the technician’s $60 service charge, which represents what our cost would have been to complete the repair. Mr. [redacted] was mailed a check for $80 on July 20, 2016.
 
Please extend our apology if there was a misunderstanding with regard to the covered cost of the repair, and the amount of the settlement.
 
In view of this situation, ORHP will agree as a gesture of goodwill, to refund Mr. [redacted] his $60 Trade Call Fee, and he should receive a check within 20 days.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/04) */
Ms. [redacted],
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]'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.
I have reviewed the file that indicates my associate, Mr. [redacted] has been assigned to follow up and ensure the service request is resolved in a timely manner. In addition, as a result of the delays completing the service request, Mr. [redacted] agreed as a gesture of goodwill, to reimburse Mr. [redacted] the $195 of non-covered costs he paid for the replacement of the air conditioner compressor.
If Mr. [redacted] has any questions, please advise him to contact Mr. [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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
I below noted case with Old Republic has been settled satisfactorily. Old Republic has supplied us with anew AC unit. Thxs for your help.

I've reached out to ORHP on 3/30/2016 and the staff assisting me over the phone was unwilling to budge on me having to pay an additional $337 on top of my trade call fee since the 1st contractor unethically billed ORHP that amount for coming out and doing no work, eating into my coverage limit of...

$1,500 per year on the salt system for the pool.I have asked to speak with their supervisor regarding this issue and I've been told to wait in line for them to reach back to me to address the issue.

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]

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

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]
 I do appreciate Old Republic sending out a different plumbing company who actually took 3 min to figure out that it was just a wire that had gone bad. I didn't need a new hot water heater. I knew something wasn't right. I would like to add that I'm not an isolated case. This happens to many of your policy holders. I was just determined not to let you and K&S Plumbing take advantage of me. I would very seriously recommend you (as Old Republic) to do right by your policy holders. It will always come back around. K&S plumbing are crooks. The second plumbing company were honest and hard working people. I hope you clean up your service providers list.
 
Thank you.
[redacted]

Initial Business Response /* (1000, 5, 2015/07/30) */
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]'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.
I have reviewed the file that indicates the service request was transferred to Cowtown Refrigeration & Air to repair the air conditioner, and I will follow up to ensure the service request is resolved in a timely manner.
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,
 
Regarding the service request for the air conditioner; I reviewed the file and the technicians from [redacted] and [redacted] advised Old Republic Home Protection (ORHP) that the air conditioner is currently operating as designed, and...

there is no repair required at this time. 
 
ORHP, like other home warranty companies, base their coverage decisions on the diagnosis from their Service Providers. Since two companies have indicated no repair is necessary there were no repairs authorized. 
 
According to the file, on May 2, 2107, [redacted] spoke with my associate, [redacted], and advised her that the air conditioner was cooling properly at this time. [redacted] also advised [redacted] of the 30 day recall period outlined on page 7 of the Plan. If [redacted] has any questions, please advise him to contact [redacted] at [redacted] for assistance.
 
Should [redacted] require service to his air conditioner during the remainder of his Plan term, which expires on December 21, 2017, please advise him to contact ORHP and we will dispatch a Service Provider to provide service.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Mr. [redacted]l,
 
My apologies for belaboring this case with ORHP, but alas, that is what Mr. [redacted] has chosen to do.
 
For your information - and to enter as 'evidence' in my complaint - I sent the following two emails to Mr[redacted], yesterday evening and then this morning:
 
Mr. [redacted]
 
At this point, it would be nice to have my name spelled correctly in our communications: [redacted]. Sorry: point of personal pride.
 
Otherwise, I, too, did more research with [redacted] and learned that the furnace replacement would not be necessary - though possible. At least we can move past that (for now).
 
Regardless, this paragraph 'explanation' from you is completely unconscionable:
With regard to the requirement to pull a permit when the evaporative coil was replaced; each Service Provider is an independent  company, and there is no agent /agency relationship between Old Republic Home Protection and the Service Provider network. As such, each Service Provider is responsible to know when permits are required, and are expected by ORHP to install equipment in accordance with City, State and Federal regulations. If they  are not, then the Service Provider is responsible for any sanctions or penalties by the City or State. This is a standard in the home warranty industry.  I appreciate you advising me that [redacted] Heating and Air did not pull a permit, and I have forward that information to our Contractor Relations Department to discuss this with the owner.  
 
ORHP contracts individual 'service providers' and connects insured parties with those 'service providers' - but you are claiming that there is 'no agent/agency relationship between ORHP and the Service Provider network'? Sorry: not remotely true.
 
Here is why: to date, as per my recent ORHP statement, ORHP has disbursed $1700-odd for service (all of which on this A/C issue). You have paid that money to [redacted] Heat & Air and [redacted]. That means you have an 'agent/agency' relationship with them: I never would have 'found' and 'hired'/contracted [redacted] Heat & Air unless they were part of your vetted service provider network. ORHP/you connected me with them - which holds ORHP responsible. I have not paid any money to these companies, which means that they are agents of ORHP: you have paid them for me because of my service contract.
 
Whatever legalese might sound like it protects ORHP for liability when sending at worst unlicensed-and-uninsured and at best those-who-don't-pull-necessary-permits is just that: legal double-talk. I have no problem proving that actual relationship in court.
 
Tomorrow morning, an [redacted] representative is coming to my house to advise me on best-suited options for our home. After that consultation, I will have a clear idea of what make and model, capacity and SEER will best serve us. Again, I understand that 'insurance' through ORHP in this (and any) case means paying out at a minimum and not commensurate with what would best suit the individual/home/situation. Nevertheless, it makes no sense - as two local HVAC professionals said to me today - to replace a broken A/C unit with a cheap one that will only require more maintenance virtually immediately after its install.
 
Neither of the two units you 'offer' is EnergyStar rated: not acceptable. 
 
As I have offered from the outset, I will gladly pay the 'overage'/upcharge to upgrade our current/broken unit to the best possible one we can afford; the $1040 of 'not-covered' cost is not negotiable: because of this...all of this...it will all be covered. For everything, figure on a cash settlement of at least $3000.
 
I will provide estimates to you after my [redacted] consult tomorrow. Until that time, do what you need to do to assure me that the only cost I will incur is the aforementioned upgrade for a realistic unit/model.
 
Mr. [redacted]
 
[redacted] from [redacted] was out this morning to explain some options to me. As [redacted]'s [redacted] told me yesterday in our phone conversation, the amount of money you are 'offering' is not even enough to cover the cost of mid-low-line equipment alone, not to mention not remotely enough for the install, permitting, removal, etc.
 
Going with a modest Lennox XC14 A/C unit and matching evaporator coil, I am looking at at least $4500; I would update the furnace to be compatible on my own - a significant expense in its own. And that is a LENNOX unit, not Lennox's Chinese-manufactured barely-rated Merit series.
 
You cannot have it both ways - and I am more than confident that a court will find it so: in several conversations, [redacted] assured me that all service providers contracted by ORHP are vetted to be licensed, bonded, and insured; obviously, whether or not they are reputable and competent is somewhat beyond your control. But then you turn that around and claim that ORHP bares no responsibility if the service provider WHOM ORHP CONTACTS ABOUT A CLAIM/REPAIR fails to do the claim/repair legally (i.e. pulling permits). Sorry - it will be a cinch to prove that I would have never heard of '[redacted] Heat & Air' here in Savannah UNLESS I HAD RECEIVED THE SERVICE TICKET EMAIL FROM ORHP. That makes that individual your local agent; what is more, ORHP has paid [redacted] and now [redacted] upwards of $1700 for the various service calls to my A/C unit. Because YOU have paid them in my stead, they are your agents, plain and simple. I know my business law.
 
The fact that, in one breath, you 'defended/validated' [redacted] and [redacted] Heating and Air and now, out of the other side of your legal face, are claiming that they are 'independent' contractors and if they do work illegally ORHP is not liable is ridiculous.
 
This has gone one long enough - not only the botched/illegal 'service' done/not done to our A/C unit - again, COVERED BY AN ORHP PLAN - but now this pre-litigation between us: $4500 is the number ORHP will pay-  an amount which will still leave me with a couple thousand to shell out myself to do the work LEGALLY, TO-CODE, and effectively.
 
You have until the end of the business day today (PST) to accept my terms. If they are not met, you will receive a Letter of Demand by week's end; in the meantime, I will prepare my paperwork for legal proceedings and will send a testimony of this entire fiasco to the realtors in the Greater Savannah area.
 
By the way, [redacted] - like [redacted] and like three other HVAC company representatives here in Savannah whom I consulted - 'praised' ORHP and other home warranty companies: it is because your companies contract low-bid, 'jack-rag' service providers that they come into so much work - redoing the faulty/illegal 'repair' jobs that ORHP et. al. has authorized and cheaply paid-out for.
 
For whatever reason, Mr[redacted], has chosen a) not to read my words clearly enough and b) not to continue using the Revdex.com as a third-party mediator. I cannot help but wonder why he has chosen to communicate directly with me and not to utilize the platform your organization offers.
 
In any event, here was his latest reply:
Mr. [redacted],
 
Based on your email,  I will advise Ms. [redacted] to send the settlement check for processing ,and you should receive a check for $2,767.50 within 20 days.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
 
Again, I do not understand why Mr. [redacted] believes that this 'solves' the matter between us. It seems to me as if he is cutting me off and telling ME that this is where it ends and that ORHP's terms are what I must accept.
 
Needless to say, I do not accept. Perhaps Mr. [redacted] realizes that the longer this case remains 'open' the more illegal practices I continue to uncover about ORHP and its contracted service providers.
 
My thanks for your continued interest in my complaint against ORHP.
 
Sincerely,
 
[redacted]

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the pool equipment; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted] letter....


 
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
 
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
 
According to the file, my associate, Mr. [redacted], has spoken with Mr. [redacted], and is following to ensure the service request is resolved in a timely manner.
 
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 Mr. [redacted] should receive a check within 20 days.
 
If Mr. [redacted] has any questions, please advise him to contact Mr. [redacted] at [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

Complaint: [redacted]I am rejecting this response because:There is no answer as to why the refuse to provide a written record of the claim.Sincerely,[redacted]

Dear Ms. [redacted], Please extend our apologies for the delay resolving [redacted] service request. 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. [redacted] service request is being followed up on by my associate, Ms. [redacted], and she will ensure it is resolved in a timely manner. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at 800-[redacted] Ext. 1018, or her Supervisor, Ms. Dolley, at Ext. [redacted]. Sincerely, [redacted]Plan Compliance ManagerOld Republic Home Protection

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the package HVAC equipment; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted] letter....


 
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
 
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
 
According to the file, on December 28, 2016, my associate, [redacted], spoke with [redacted] regarding the replacement of the package HVAC equipment, and will follow up to ensure it is installed in a timely manner.
 
If [redacted] has any questions, please advise him to contact [redacted] at ###-###-#### Ext. [redacted], or his Supervisor, [redacted], for assistance.
 
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, and [redacted] should receive the check within 20 days.
 
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: The warranty company is providing false information regarding mis-diagnosis.  They stated to me on multiple calls that the 2nd and 3rd companies they sent out DID NOT TEST for a leaking evaporator coil.  Old Republic cannot claim the first diagnosis was wrong when they subsequent companies they sent out DID NOT TEST for the leaking evaporator coil.
I'll consider this resolved in totality only when Old Republic either replaces the evaporator coil per the recommendation of the first diagnosis, OR they send out someone to specifically test for a leaking evaporator coil (which they have not done to this point).  If that subsequent test finds there is no leak, I can accept this as closed.Sincerely,[redacted]

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

Initial Business Response /* (1000, 5, 2015/07/02) */
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]'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 Provider and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Ms. [redacted], spoke with Mr. [redacted], and he advised her that an Out-Of-Network Contractor is providing him an estimate to complete the repair, and he will provide her a copy of the estimate for review. Ms. [redacted] will follow up on this service request to ensure it is resolved in a timely manner.
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

Initial Business Response /* (1000, 5, 2015/07/15) */
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 the Plan became effective on June 18, 2015. On June 20, 2015, Ms. [redacted] placed a...

service request that her downstairs air conditioner was not cooling properly. Old Republic Home Protection (ORHP) dispatched Northern Air, and their technician diagnosed there was a refrigerant leak on the service valve, and determined the leak was present prior to 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:
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 to Ms. [redacted] that the terms and conditions of the Plan did not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Ms. [redacted] has any 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 Business Response /* (1000, 5, 2016/02/15) */
Dear Ms. [redacted],
Please inform Ms. [redacted] the reimbursement check was mailed to her on February 10, 2016. If she has any questions, please advise her to contact us at 800-[redacted] for assistance.
Sincerely,
[redacted]
Plan...

Compliance Manager
Initial Consumer Rebuttal /* (2000, 7, 2016/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will wait for the check.

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]