Franks Television

Complaint: ***I am rejecting this response because:
*** does not answer his phone or return calls and I have not reached out to his manager (sense receiving the business response on 9/7/17) because after almost weeks I was finally able to get in touch with the tech that *** told me would contact me 8/29/to schedule a timeThis complaint has spurred other representatives from Old Republic to reach out to me times this week to confirm that the tech had been to my house when they had not beenBoth representatives from old republic told me they would contact the tech, but nothing happenedI did finally get the tech out to my house after calling them multiple times and was now told that I may need a whole new HVAC systemThis was on Friday 9/8/At this time I am still waiting, as instructed by the tech, for Old Republic to contact me as to how they want to proceed.Sincerely,*** ***

Dear Ms***, Please advise Ms*** as a gesture of goodwill, I will agree to review the diagnosis and invoice from her Out-Of-Network Contractor, and to submit a legible copy of the information to my attention at:*** *** *** *** *** *** *** *** *** ** ***Sincerely, *** ***Plan Compliance Manager

Initial Business Response /* (1000, 5, 2015/09/02) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
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 Mr***' letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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*** provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments
According to the file, the new dishwasher was ordered, and my associate, Ms***, will follow up to ensure the service request is resolved in a timely mannerIf Mr*** has any questions, please advise him to contact Ms*** at XXX-XXX-XXXX Ext*** for assistance
ORHP appreciates Mr*** 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Complaint: ***I am rejecting this response because: this is a service request, the issue happened because of use and wear and tear, I have the top of the line tool to maintain my pool, using the best filter cleaner ( BLASTER 3000) , see attached photo, I also mentioned this to the technician and showed it to him, but I strongly believe that they chose to deny my service request because my contract had only about a couple of weeks to expire.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/09/29) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Ms***' letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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***, Call Center Supervisor, has been assigned to review the service request and ensure it is resolved in a timely mannerIf you have any questions, please contact Mr*** at XXX-XXX-XXXX Ext*** for assistance
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,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Who is *** ***?
Final Consumer Response /* (3000, 11, 2015/10/02) */
Thanks,
Theres no resolution with the responseI have contacted them twice outside this complaint so I will wait for the next response
*** ***
Final Business Response /* (4000, 13, 2015/10/05) */
Dear Ms***,
According to the file, my associate, Ms*** has spoken with Ms***, and will follow up to ensure this is resolved to Ms*** satisfaction
If Ms*** has any questions, please advise her to contact Ms*** at
XXX-XXX-XXXX Ext*** for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Revdex.com:While we reject the responce to have the same contractor return to our home,we did discuss this issue with Old Republic over the phone this afternoon and have met in the middle to get this job completed.Sincerely, *** ***

*** ***
Revdex.com
RE: Plan # ***
Dear *** ***,
Regarding the service request for the plumbing stoppage; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined
in *** *** letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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, *** ***, has spoken with *** *** and has processed the reimbursement for the stoppage repair completed by an Out-of-Network Contractor.
If *** *** has any questions, please advise him to contact *** *** at *** Ext***
ORHP appreciates *** *** 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Complaint: ***I am rejecting this response because: I called and there has been no resolution.Same informationis being told via phonem.Sincerely,*** *

Initial Business Response /* (1000, 5, 2015/07/02) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
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***' letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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*** 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 and my associate, Ms***, has spoken with Mr***, and will follow up to ensure the service request is resolved in a timely mannerIf Mr*** has any questions, please advise him to contact Ms*** at XXX-XXX-XXXX extfor assistance
ORHP appreciates Mr*** 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,
*** ***
Claims Manager
Old Republic Home Protection

Complaint: ***I am rejecting this response because:Ldeak was not there when the plan was acquired,I will seek legal advice and see what my options are
Thank youSincerely,*** *** ***

Plan ***
Dear Revdex.com,
Regarding the service request for the air conditioner; I have spoken with Mr*** and I am reviewing the file and home inspection he provided to me for reviewOnce my review is completed, I will be contacting Mr*** to resolve this
service request
If Mr*** has any questions, please advise him to contact me at *** *** ***
Sincerely,

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the air conditioner and the request to cancel the Plan; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in
Ms*** letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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
Please advise Ms*** to send us the invoice for the repair completed by an Out-Of-Network Contractor, and we will reimburse her for covered repairs
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Ms*** request to refund the Trade Call Fee
With regard to cancelling the Plan; ORHP values Ms*** as a customer, and we hope that she still sees the many benefits the Plan providesHowever, if she still wishes to cancel the Plan, please advise her to mail a written request to ORHP, fax the request to ***, or email the request to ***, and the Plan will be cancelled in accordance with the terms of cancellation outlined on page of the Plan
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,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Dear *** ***,
Regarding the service request for the air conditioner; according to the file, Mr*** was not authorized by Old Republic Home Protection for repairs provided by an Out-Of-Network Contractor, and the Plan does not reimburse for unauthorized repairs
Please refer to page of the Plan that states:
“? We will not reimburse you for services performed without our prior authorization.”
In addition, the repair Mr*** paid an Out-Of-Network Contractor (i.eadding refrigerant to the air conditioner system) did not resolve the service request, and according to the file, Old Republic Home Protection is providing coverage to replace the air conditioner condenser
Please extend our apologies to Mr*** that the terms and conditions for the Plan do not provide coverage for his request for reimbursement
Sincerely,
*** ***
Plan Compliance Manager

Initial Business Response /* (1000, 12, 2015/08/24) */
Ms***
Revdex.com
RE: Plan # XXXXXXXX
Dear MS.***,
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Ms***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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*** 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
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Ms***'s request to waive the Trade Call Fee, and cover the non-covered costs necessary to install the air conditioner
The file indicates that my associate, Mr***, has been assigned to follow up and ensure the service request is resolved in a timely mannerIf Ms*** has any questions, please advise her to contact Mr*** at XXX-XXX-XXXX ext.*** for assistance
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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 16, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with customer service representatives over a week period before getting a supervisor to call me backThen and only then did this supervisor tell me I could go out and buy a portable AC unit for $and I would get reimbursedI had different supervisors contact me and said the same thingI told them they should have rented a unit and sent it over to the homeThat would have been acceptableORHP can blame the service contractor all they want but I find ORHP at faultI asked for another contractor but was told I would have to start the whole diagnostic process over and it would take longerMy tenant was told by the contractor that he ordered an AC unit that he thought was right for the unit and ORHP denied it and told him to get a different unitThat delayed installation even furtherInstallation was delayed again since we had record breaking heat of degrees and it wasn't safe for the installer but I guess it was alright for my tenant to be in that home with no AC for days! Like I said before we have homes covered by ORHP and have been loyal customers for years and this is the treatment we get?
Final Business Response /* (4000, 18, 2015/08/27) */
Ms.***,
As referenced in our previous correspondence, please extend our sincere apologies to Ms*** for the circumstances and delays that occurred regarding the installation of the air conditioning system
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 23, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ORHP is NOT sorry! Where were they for days without AC in a Phoenix summer? They are just trying to keep their Revdex.com ratingThis guy has a lot of time on his hands to keep "apologizing" to this complaintMaybe he should have jumped in sooner to get our problem resolvedI see it's the same ole' apology on everyone's complaintStop apologizing, I will never accept your insincere, lame apology

Plan ***
Dear Revdex.com,
Please advise Mr*** that we will reimburse him for the covered cost at the Out-Of-Network Contractor’s ratePlease ensure he has the OONC contact us before repairs are initiated with his diagnosis and estimate so we can determine Plan coverage
Due to this inconvenience, we will also waive the $Trade Call Fee as a gesture of goodwill
Sincelrfey,
*** ***
Plan Compliance Manager

Complaint: ***I am rejecting this response because:
I was told that the reason they had to drain the freon was because they added too much and this is what caused the Capacitor to failThe technician asked meWho worked on the system last, I said it was the same companyHe then asked who it was and I stated his name was ***He said they improperly added to muchThey said since the freon caused the system to break that they would have to drain itThis is confirmed by the work order and as such is covered under the liability and warranty.
Sincerely,*** ***

Initial *** Response /* (1000, 10, 2015/12/03) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
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***'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 individual involved, ensuring she understands the result of her actions and comments
According to the file, my associate, Ms***, has been assigned to follow up and ensure the service request is resolved in a timely mannerIn addition, due to the circumstances that occurred, as a gesture of goodwill, Ms*** has agreed to reimburse Ms*** the Trade Call Fee, and she should receive the refund within days
If Ms*** has any questions, please advise her to contact Ms*** at
XXX-XXX-XXXX Ext*** for assistance
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,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 12, 2015/12/03) */
Thank you - the business did call me back later in the day and has promised to make amends to this situation
Final Business Response /* (4000, 14, 2015/12/07) */
Ms***,
As stated previously, please extend our sincere apologies to Ms***, and my associate, Ms*** will stay in contact with her to resolve this situation as soon as possible
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/06/24) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
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***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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*** provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments
ORHP appreciates Mr*** 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/06/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***I am rejecting this response because:
In response to the reply sent by *** *** at ORHP,
*** states that ORHP uses a network of providers to service plan holders such as myself and that at times circumstances occur that are unacceptable to ORHP and the plan holderMy circumstance is unacceptable due to ORHP and not the service provider that ended up at my house a total of three times so far (Major Appliance Service) and obviously after dealing with two other service providers prior to that as well
I had to escalate this to the point I asked for a manager after talking to several other people time after time at ORHP without obtaining any positive resultsI did speak to someone named *** whom I assume is the same Ms*** that **.*** mentions on his responseI spoke to *** at *** *** *** on March 30, for the last time and I am still waiting for her to do something meaningful to fix any of the issues of this complainFurthermore, *** should know right away that Ms*** is part of the problem as she has created total distrust from day one as she has failed to deliver anything substantial to fix any of the issues of this complaintTime doesn’t stop as my food continues to spoil, I continue to go out to eat and I continue to spend more money that by the time this entire ordeal ends I probably would have spent enough money to buy myself a new refrigerator as this has been going on for over months now
Ms*** should not be assigned to deal with complex issues as she has done everything she has been able to in order to delay any positive conclusion to this work orderI have several voice mails she has left me on which she constantly tells me different stories about what she has “found” out from Major Appliance Service, which in the end offer nothing new as this problem keeps going and I as the consumer continues to waste money as my refrigerator has not been fixed
The actions of ORHP are beyond unacceptable as the company is supposed to help the customers, the same ones that pay a premium for their servicesI have not gotten any freebies from ORHP, if anything having a contract with them has proven to be costlier to me as I have had to spend so much out of pocket costs by now without any resolution to a problem they should have fixed within the first month at least
Sincerely,
*** ***

*** ***
Revdex.com
RE: Plan # ***
Dear *** ***,
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 *** *** letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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 *** *** 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, *** ***, has been assigned to review the file and provide assistance to resolve the service request*** *** left a message for *** *** on September 8, 2016, and will follow up to ensure the service request is resolved in a timely mannerPlease advise *** *** to contact *** *** at *** Ext*** at her earliest convenience.
ORHP values *** *** as being our customer for over 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection