Franks Television

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

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, 2015/12/14) */
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the clothes washer; 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.
Based on the information you 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 have reviewed the file and since the delivery company has taken delivery of the clothes washer from the manufacturer, Whirlpool, there is a $50 re-stocking fee charged by Whirlpool to return the unit. However, as result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor your Ms. [redacted]'s request, and waive the re-stocking fee if she prefers accepting the cash settlement.
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, 2015/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was promised to be cashed out completely for the washing machine and told that I will receive a check this past week. No check as of yet.
Final Business Response /* (4000, 9, 2015/12/28) */
Ms. [redacted],
Please inform Ms. [redacted] that the check was mailed to her on December 23, 2015.
Sincerely,
[redacted]
Plan Compliance Manager
Final Consumer Response /* (2000, 11, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/01/07) */
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for pest control; 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, we left a message for the Plan Holder's Out-Of-Network pest control company to contact us with their diagnosis, and we have not heard from them. Please advise Ms. [redacted] to have them contact us so we [redacted] determine coverage.
As a result of the circumstances that occurred, I have waived the $60 Trade Call Fee.
ORHP values Ms. [redacted] as a Plan Holder and we hope she realizes the value of the Plan and the many benefits it provides. If she still wishes to cancel her Plan, please advise her to mail us a written request, fax it to XXX-XXX-XXXX, or email it to [redacted]@orhp.com, and the Plan will be cancelled in accordance with the terms and conditions of the Plan.
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

RE:      Plan # 25700845 Dear Revdex.com, Regarding the service request for the shower valve; 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. According to the file, on August 11, 2017 my associate, Mr. Pham spoke with Ms. [redacted] and based on the circumstances that occurred, and strictly as a matter of goodwill, he agreed to honor Ms. [redacted]’s request to waive the Trade Call Fee. If Ms. [redacted] has any questions, please advise her to contact Mr. Pham at ###-###-#### 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 ManagerOld Republic Home Protection

Initial Business Response /* (1000, 5, 2015/10/27) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the HVAC system; 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.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Mr. [redacted]'s request and reimburse him $1,760. I have processed a check that will be mailed within the next 20 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]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
They have claimed to have mailed me a check but I have not received the proceeds to date
Final Business Response /* (4000, 9, 2015/11/10) */
Dear Ms. [redacted],
I confirmed the check was issued on October 30th, 2015, and picked up by the USPS on Monday, November 2nd, 2015, and mailed to the property address. We have advised Mr. [redacted] that if he has not received the check by ten days after mailing, to advise us and we would place a stop payment and re-issue a new check.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/06) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water heater; 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.
As a result of the circumstances that occurred, ORHP has agreed as a gesture of goodwill, to honor Mr. [redacted]'s request to waive the $100 Trade Call Fee.
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, 2015/07/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the waiver of the call out fee however I did request to speak to a supervisor and have yet to hear from one.

Initial Business Response /* (1000, 5, 2016/01/26) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the heating system; 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 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], spoke with Ms. [redacted] on January 22, 2016, and will follow up to ensure the service request is resolved in a timely manner. If Ms. [redacted] has any further questions, please advise her to contact Mr. [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, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is now 1/27, still, no HVAC system, no heat in our house. It seems like ORHP continually has the same complaint against them, it's their timeliness and the quality of the Independent Network Service Providers they employ. I want to personally know these "steps that are taken to review what went wrong and implement improvement" with my service request. It's beyond embarrassing for ORHP that it has taken them almost an ENTIRE month to fix our system (again, still not fixed to date) when [redacted] was in a snow/ice storm this past weekend. I only wish I would have read their reviews online before renewing our warranty. I have no idea how they are still accredited by the Revdex.com. These "sincere apologies" are not keeping me and my family warm, a competent technician and a functioning furnace would have though, when we first called January 5th.
Final Business Response /* (4000, 9, 2016/01/28) */
Ms. [redacted],
Please extend our sincere apologies for the delay resolving Ms. [redacted]'s service request. According to the file we are refunding the $75 Trade Call Fee, and my associate, Mr. [redacted], is following up to resolve this service request as quickly as possible.
If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX Ext [redacted].
Sincerely,
[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 air conditioner; I have reviewed the file that indicates the Plan became effective on September 25, 2015, and Old Republic Home...

Protection (ORHP) received a service request from Ms. [redacted] for the air conditioner on October 1, 2015. ORHP dispatched Air-Max Solutions to service the air conditioner, and their technician diagnosed that the system was approximately 75 % low on refrigerant, and there was water damage to the equipment as the result of excessive condensation due to the low refrigerant level.
Based on his diagnosis, the technician advised ORHP that the air conditioner could not have been in good operating condition on the effective date of the Plan, and would have been detectable by a visual inspection or simple mechanical test.
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 Ms. [redacted] that the terms and conditions of the Plan do not provided 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 provide it to me for review, and mail it to the following address:
Old Republic Home Protection
P.O. Box 1507
San Ramon, CA XXXXX
Attn: [redacted]
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Mr. [redacted]Revdex.com  RE:      Plan # [redacted] Dear Mr. [redacted], Regarding the reimbursement for the replacement of the garbage disposal by an approved Out-Of-Network Contractor; 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. Based on the information you 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 have reviewed the file that indicates my associate, Ms. [redacted], has been assigned to review the file and resolve the service request.  Please advise Mr. [redacted] that the reimbursement for the replacement of the garbage disposal has been processed, and he should receive the check within 20 days. If he 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

Initial Business Response /* (1000, 5, 2015/06/10) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
On behalf of Old Republic Home Protection and its employees, please extend our sincere thanks to Ms. [redacted] for being an Old Republic Plan Holder. It was a pleasure serving her...

the past few years. Upon review of her file, we concluded that her Plan was ineligible for renewal. We apologize for any inconvenience this [redacted] cause.
Please refer to page 9 of the Plan under RENEWALS that states:
"Renewals: The Plan will be renewed at our discretion. If your Plan is eligible for
renewal, we will notify you of the Plan fee and terms of renewal approximately
60 days prior to expiration of coverage. To ensure there is no lapse of coverage,
payment must be received prior to Plan expiration. Plan fees [redacted] increase upon
renewal."
Again, we apologize for any inconvenience our decision has caused Ms. [redacted].
Respectfully,
Old Republic Home Protection Co., Inc.

Complaint: [redacted]I am rejecting this response because: my previous response stands as well. Please send the address that my lawyer can send the proceedings to.
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: this issue has taken 5 months and is still not resolved. I have never seen or coordinated any of the attempted repairs, this was all done by old republic. I never authorized them to install a part that is not covered by my plan. Old republic authorized the work to be performed knowing they do not cover the part that was. Wing installed (incorrectly installed). Know that the project has been made a mess of old republic says they will not honor the work that they authorized . I requested all work orders associated with my project and they have not given me anything so I can follow up with the original contractor. I feel old republic should stand by their customer and fix the mistakes that were made by the contractor they provided. The repairs have been quoted from 2500-3000 dollars to re-duct the areas that their contractor tied into. They sent a check for 500 and told me I have to figure it out and deal with the problem myself. They also told me that their policy does not cover the damage they cause and it is my responsibility to get it repairedSincerely,[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.
 
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 indicated the service request was placed at 6:52 pm on May 22, 2017, and I confirmed that the Service Provider was at [redacted] home the morning of May 24, 2017. Please extend our apologies that the network Service Provider was unable to provide service on May 23, 2017.
 
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: I have had no answer from the contact at old republic. I was told I would have an answer on Monday 8-21 and he never contacted me I have left him voicemails on Monday the 21st and Tuesday the 22nd with no response or call back. Sincerely,[redacted]

Dear Revdex.com,
 
Please advise Ms. [redacted] that per her request, I have forward her request to cancel the Plan to the Accounting Department for processing, and the Plan will be cancelled in accordance with the terms of cancellation outlined on page 9 of the Plan. If Ms. [redacted] has any questions, please advise her to contact our Accounting Department at [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Plan [redacted]
 
Dear Revdex.com,
 
Please advise [redacted] that our previous response outlines the Plan’s terms and conditions of cancellation. If she has any additional questions, please advise her to contact our Accounting Department at [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager

Complaint: [redacted]I am rejecting this response because: I would like to get out of the current contract that was renewed in May due to the fact that I am not pleased with how ORHP treated me as a client. I have paid the premium for September and would like to request that it is my last payment. 
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Old Republic's response contains misleading and inaccurate information. Their technician only speculated on the cause -- he has not gone into the ceiling to isolate and investigate where the problem is occurring.  He only guesses what the problem is.  He has told us that is more cost effective to run a new line rather than find the actual problem. Either way, if the conduit is not properly secured, this is a defect that should be fixed under the "electrical system" warranty, unless the conduit is not required for electrical, which is obviously not the case. Old Republic's response is wholly unacceptable and is in breach of the warrant and contract.  We feel we have been given the run around for many months on this issue and do not consider this matter resolved.  We do not understand why this company refuses to do the right thing and simply fix a $850 problem that they are required to do by contract, rather than risk litigation, their reputation, and a poor Revdex.com rating.

Complaint: [redacted]I am rejecting this response because:
It is the companies responsibility to verify phone numbers with the National Do Not Call list per FTC regulations.  I spoke with a representative at the company, they have my number, I will not give it to them again.  I have also filed a complaint with the FTC against this company for failure to abide by Federal Law.Sincerely,[redacted]