Franks Television

Initial Business Response /* (1000, 5, 2016/01/06) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the heat pump; 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.
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.
Please advise Mr. [redacted] to provide me a copy of the diagnosis and repair invoice from his
Out-Of-Network Contractor for the replacement of the control board and relay in the amount of $548, for my review, and I will reimburse him for covered repairs in accordance with the terms and conditions of the Plan. The information can be emailed to me at [redacted]@orhp.com, or mailed to my attention at:
Old Republic Home Protection
P.O. Box 5017
San Ramon, CA XXXXX
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 /* (2000, 7, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (2000, 12, 2016/01/20) */
Our complaint has been satisfactorily handled and we have received the refund we expected on January 20, 2016. Thank you.

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the dishwasher; 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.
 
I have reviewed the file that indicates my associate, Mr. [redacted], has been assigned to review the file, and will provide assistance to Ms. ** to resolve the service request for her dishwasher in a timely manner.
 
If Ms. ** has any questions, please advise her to contact Mr. [redacted] at [redacted].  
 
ORHP appreciates Ms. ** 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 toilet wax ring seal and payment of the Trade Call Fee; 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.
 
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Ms. [redacted] request to waive the Trade Call Fee.
 
ORHP values Ms. [redacted] as being our customer the past six 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

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, and wish to Cancel the Home warranty with a Full rembursment to me [redacted].Sincerely, [redacted]

Plan [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the air conditioner; I reviewed the file that indicates the technician from A.A. Treybush diagnosed the air conditioner system was half empty of refrigerant  and it was his opinion that the air conditioner could not have been in good operating condition on the effective date of the Plan.
 
In addition, the home inspection provided to us by the Plan Holder states on page 15 that there were issues that needed to be addressed regarding the air conditioner and “It is expected that the specialist may find additional times that need repair as the general inspection is designed to turn it over to them when problems show up in a system so it can be further investigated”
 
The file also indicates that my associate, Ms. [redacted], spoke with Mr. [redacted] on July 27, 2017 and discussed the Plan coverage.
 
Please extend our sincere apologies 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 Ms. [redacted] had the air conditioner further diagnosed by a licensed HVAC contractor as recommended by the home inspector, please advise her to provide me a copy of their diagnosis for my review. 
 
Sincerely,
 
 
[redacted]
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2015/07/30) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the upstairs air conditioner; I have reviewed the file and according to the technicians from Daniel's Heat & Air, and Speedy Electric and AC, the air...

conditioner has no mechanical malfunction and is operating as designed.
In addition, I spoke with the technician from Speedy Electric and AC, and he advised me that he completed a thorough diagnosis of the air conditioner system, and it had a 17 degree temperature split, which is within manufacturer specifications, and also inspected the attic ducts and diagnosed they are intact and operating as designed.
If the Plan Holder 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, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
29 amps when 30 is the max means it is clearly not running properly. My children are sleeping in a sweat lodge. Please do the right thing!!
Final Consumer Response /* (3000, 19, 2015/12/02) */
I canceled my service over the phone and specifically asked how much my refund would be. When I got my letter in the mail, it did not match.
I spent several months haggling with this company over my air-conditioner that did not work. After several visits to my house they finally fixed the air-conditioner but it actually wasn't fixed. I canceled my service and I called and asked how much I would be refunded. I was told that my payment would be prorated based on how many months I'd use and how many were left in the year. I was told that I would be charged a $50 cancellation fee, and I explained the air-conditioner situation and told them that I would be disputing the $50 because of the lack of help that I see from the company and the incompetent people they sent to work on the house. Apparently those people that work in customer service are also incompetent because, not only did I not receive a refund, they told me that I owed money because of services that they had done during the year. The representative on the phone gave me wrong information, and what I am demanding is that I receive a prorated amount of what I paid versus what was left in the year. Because they never fixed the air conditioner and because of the incompetency of the people they sent out, I also want to be refunded the $50 cancellation fee. This business should not be in existence and others should be and will be warned. They were terrible to work with, and they never fixed a single thing in my house that was supposed to be fixed. For example, my icemaker went out and they did not fix the ice maker. They told me that they just couldn't fix it and that was the end of it. My pool pump was leaking, and it never stopped leaking, and when I got tired of having to come home from work to meet contractors, I hired somebody myself to change the seal and fix the leak. I hope they will do the right thing and refund the money they owe me.
I would like a refund for the portion of the year from the date of cancellation.
Final Business Response /* (4000, 21, 2015/12/03) */
Dear Ms. [redacted],
Please extend our apologies for the circumstances related in Ms. [redacted]'s letter. If she has invoices for repairs completed by an Out-Of-Network Contractor for a covered system or appliance that she believes are covered by the Plan, please advise her to forward them to me for review at:
Old Republic Home Protection
P.O. [redacted]
San Ramon, CA XXXXX
With regard to the request to cancel the Plan; please refer Ms. [redacted] to page 9 of the Plan that states:
"Texas Residents: You may cancel this Plan at any time for any reason. If Plan is
cancelled after the initial seven day cancellation period, the homeowner shall be
entitled to a pro rata refund of the paid Plan fee for the unexpired term less service
cost and a $50 administrative cost incurred by us."
If Ms. [redacted] has any questions regarding the terms of cancellation, please advise her to contact the Accounting Department at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Plan [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the air conditioner, and [redacted] belief that the overcharging of the refrigerant resulted in the failure of the heat pump capacitor six weeks later; I have spoken with several Service Providers, and was advised that a...

heat pump capacitor can fail at any time, and would not be the result of overcharging the air conditioning system six weeks prior.
 
If [redacted] has any additional information he believes should be considered, please advise him to forward it to me for review at:
 
Old Republic Home Protection
[redacted]
Attn: [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]

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the service request for the water heater installed by an Old Republic Home Protection (ORHP) network Service Provider in November 2016; I have reviewed the file that indicates that the water heater has coverage under the manufacturer...

warranty.
 
Please refer to page 8 of the Plan that states:
 
“1. GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
 
F. Any costs related to servicing systems, appliances or components covered, in
     whole or in part, by an existing manufacturer/ distributor/ or other warranty.”
 
Please advise Ms. [redacted] to contact the manufacturer or an Out-Of-Network Contractor to service the water heater in accordance with the manufacturer warranty. 
 
On behalf of ORHP, please extend our apologies to Ms. [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. 
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the service request for the air conditioner, and replacement of the compressor. Please extend our apologies to Mr. and Mrs. [redacted] for any inconvenience that occurred as the result of the service request placed by Mr. and Mrs. [redacted]....


 
ORHP, like other home warranty companies, uses Independent Network Service Providers (INSP) 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.
 
With regard to the purchase of the compressor; ORHP, like other home warranty companies, rely on the information provided by the INSP to determine the equipment that needs to be ordered. They are the experts with regard to the equipment that is required to properly repair a covered system or appliance.
 
As for delays completing service; since we utilize independent companies and we exercise no supervisory control over the service they provide (i.e. we do not control the time, manner or material used to provide service), ORHP is not responsible for delays rendering service or any neglect with regard to the service provided.
 
Please refer to page 8 of the Plan that states:
 
“4. 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 or delay; or their failure
     to provide service, repair or replacement; nor are we responsible for any delay in
     service, or failure to provide service, which may be caused by conditions beyond
     our control, such as, but not limited to, parts on order, labor difficulties, or weather.”
 
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]

Complaint: [redacted]I am rejecting this response because:
03/10/17 Contractors board forced [redacted] Heating and Cooling to install a new AC unit on my roof provided by Lennox even though everyone involved in this issue believes Old Republic should be responsible. This took me two weeks of writing complaints and having my family in a house without heat while Old Republic did nothing and said it was not their problem. Both [redacted] and Lennox state Old Republic failed me and it was supposed to be Old Republic to satisfy my claim by replacing the bad unit and NOT THEM. The unit was delivered broken and a warranty isn’t supposed to replace a broken unit with another broken unit. The labor to replace the unit was the issue at hand. Old Republic stated they would not pay the labor or to swap out the bad unit. Old Republic responded to my Revdex.com complaint trying to take credit for the replacement of the AC. I am adding this comment today so you have it when they try to reply acting like they did something to fix the situation. They DID NOTHING except turn their back on me. I would think the Revdex.com rating system would take this into consideration and downgrade their rating. Old Republic did nothing and had nothing to do with my AC being replaced. I did that on my own with zero help from them. I asked them to assist me and they said NO. Turned their back on me and refused to discuss it any further. Lennox and [redacted] both ended up putting out the time and money to fix the situation under duress in order to get the heat back on in my home for my family. Lennox did it voluntarily and Dan’s was forced by the Nevada Contractor’s board to provide the labor. Old Republic did nothing so my complaint stands. The Revdex.com can confirm this with the following people:Dan’s Heating and Cooling [redacted] ; Lennox Area (Trouble shooting) supervisor [redacted] ; State of Nevada Contractors Board Investigator [redacted]. [redacted]. [redacted]. They can start by refunding me my policy amount of $460 and then re-imburse Dan’s for the labor to replace the unit as well as the crane costs. This isn't right and not how a warranty is supposed to work.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/19) */
Ms. [redacted]
Revdex.com
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.
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.
I have reviewed the file that indicates my associate, Ms. [redacted] has spoken with Ms. [redacted] and will follow up to resolve her service request in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX ext. 1062 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate Old Republic's response to our situation. I spoke with [redacted] and she was very kind and helpful. Old Republic offered to allow an outside contractor repair our washing machine at no extra cost to us. Old Republic agreed to pay for the repair less the $75.00 service charge. We found a company that could help the next day and now have an operable appliance. Thank you for your response and attention to our personal situation. [redacted]

Complaint: [redacted]I am rejecting this response because:
As the attached work order/invoice shows it was a subcontractor of Old Republic sent under WARRANTY COVERAGE that installed the water heater.  If it was a faulty installation or not to code, Old Republic is responsible for the work their subcontractors do under their work orders.
They are basically trying not to be responsible for the work they send people to do.Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], The woman I spoke with who resolved the issue was wonderful and she was able to resolve the problem. 
Sincerely,
[redacted]

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the service request for the air conditioner; I have reviewed the file that indicates the technician from Comfort First diagnosed the drain line for the evaporative coil was clogged with dirt and could not be repaired. He advised us that a...

new condensate drain line would need to be installed with a condensate drain pump. Unfortunately the Plan does not provide coverage to for condensate drain pumps or to upgrade a system.
 
Please refer to page 3 and 8 of the Plan that states:
 
“Air Conditioner/Cooler
 
NOT COVERED: … condensate drain pump … “
 
“4. GENERAL EXCLUSIONS:
 
B. Except where noted, we do not pay for upgrades … “
 
Please extend our apologies to Ms. [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 limitation which are standard in the home warranty industry.
 
If Mr. [redacted] has any questions, please advise her to contact me at ###-###-#### Ext. [redacted].
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Dear Revdex.com,
 
Please extend my apologies to [redacted] and advise him to contact [redacted] at [redacted] Ext. [redacted] or his Supervisor [redacted]. They have been assigned to provide [redacted] assistances resolving his service request.
 
Sincerely,
 
[redacted]
Plan Compliance Manager

Plan [redacted]
 
 
Dear Revdex.com,
 
Please advise [redacted] that I have spoken with the Accounting Department Manager, [redacted], and she will have someone contact [redacted] today to assist her with reinstating her Plan. If she has any questions, please advise her to contact [redacted]...

[redacted] at [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/08) */
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 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 Mr. [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 have reviewed the file that indicates on January 7, 2016, Call Center Supervisor, Mr. Soto, reviewed Mr. [redacted]' file, and based on the circumstances that occurred, agreed to honor Mr. [redacted]' request to refund the Trade Call Fee.
The Trade Call Fee refund has been processed and Mr. [redacted] should receive the check within 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 /* (2000, 7, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you. As it turned out. The problem was related to a power board in the furnace itself causing it not to cycle on. The issue had nothing to do with our zoning system whatsoever. I think orhp needs to take a serious look at their home warranty policies and wording around a zoned system, as a furnace problem is not a zoning problem and the part replaced was the same part with or without a zoned controller. If the issue were simply looked at, all of this could have been avoided.
I appreciate the refund. Thank you.

Complaint: [redacted]I am rejecting this response because:They keep going back in circles with the issue, I do understand that this is not cover I get that but again if they went out to my property to check the issue any contractor or service provider in any company knows that when you move stuff around or remove something from somewhere and you end up not doing the job you have to leave things the way they where. I appreciate them been nervous about a leaked leak however I am requesting for them to do it and approving this they should not be giving me a hard time at the end of the day this is my home!
Sincerely,[redacted]