Franks Television

Dear *** ***,
Please advise *** *** that the issues he has brought to our attention, regarding the circumstances that occurred, have been addressed with the Service Providers and individuals that assisted with resolving his request for service
Again, we apologize that he did not receive the level of service he wants and deserves as our customer
Old Republic Home Protection relies on the Service Provider’s opinion and recommended repair to resolve a request for serviceIf *** *** has any needs for service during the remainder of his Plan term, please advise him to contact our Customer Service Department at *** for assistance
Sincerely,
*** ***
Plan Compliance Manager

*** ***
I appreciate the response, the like I stated the original plan was not purchased by me it was purchased by the home owner and this is why originally left this company and waited a year to go back and increase my coverageA customer should be able to increase their plan after a year if they are willing to pay the difference.
As far as your loss of 200%, get your math right, 200% of $is $850, yet another lie told by this companyIn addition, what is the point of having a warranty plan, or insurance if you are not supposed to use it.
The biggest problem was your rude representative and the lady who was a supposed to be a supervisorIf I was told that in a decent manner by *** in the first place this would not be going on Revdex.com siteGood customer service is important and your employees did not provide thatI don't even care about getting the coverage renewed because I have already purchased a plan, but your rude staff is disgustingFrankly I don'r need an apology for any inconvenience, I need an apology for your staff who need better trainingThat is what al of this is about.
Thank you for the bit of information, I will pass it on to my friends and co-workers who need it and make sure they do not use your company with your rude staff
I guess your company's philosophy of, "People Helping People" must be for those who do not have to use their warranty plan
Ms*** *** B.A., M.S.Ed., MSW
Complaint: ***I am rejecting this response because:Sincerely,*** ***

Dear *** ***,
Please advise *** *** that our previous response to you stands
Sincerely,
*** ***
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2015/11/20) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the dishwasher, refrigerator and clothes dryer; 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
According to the file, my associate, Ms*** has been assigned to review and resolve the service request for Ms***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, 7, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate Mr*** response, however I still do not have a set time/date that my items will be fixedI am "still" being advised to call and follow up on service that I have already initiatedI have contacted The contracted service company today times before am and they have not picked up once! I called the number to try and get in contact with Ms***, I end up speaking with *** who advised me Ms*** is not available and I can leave a voicemail for herI opted to have *** help me and try to get in contact with the merchant and get a time/date they can come out and fix my itemI am home sick today and I am dealing with this issueMy refrigerator is still leaking water, my dishwasher is still broke and Thanksgiving is right around the cornerIt's eastern standard time and *** just called me back and transferred me to the Authorization department, I am now on hold again!! Based on my experience, this company service and ability to get the job done is horribleNo one is going above and beyond to help meMr*** a better response would have been you personally calling me to fix this...Now I'm being asked to leave my number for a call back...unbelievable!!
Final Business Response /* (4000, 9, 2015/11/24) */
Dear Ms***,
Please extend my sincere apologies to Ms*** for the delays obtaining the repair parts, and the follow up by Ms***Please assure Ms*** this has been addressed with her Supervisor
According to the file, on November 23, 2015, Ms*** agreed to accept a cash settlement for the repair of the dishwasher, and she will receive the check within daysAs for the refrigerator; parts are still on order and as soon as they arrive, the Service Provider will schedule an appointment to complete the repair
If Ms*** has any questions, please advise her to contact Ms*** at XXX-XXX-XXXX Ext***, or her Supervisor, Mr*** at Ext***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I would like to receive conformation that my plan has been fully reinstated without penilities and prejudice please.Sincerely, *** ***

Initial Business Response /* (1000, 11, 2015/07/31) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
On behalf of Old Republic Home Protection and its employees, please extend our sincere thanks to Mr*** for being an Old Republic Plan HolderIt was a pleasure serving
him the past yearUpon review of Mr*** file, we concluded that his Plan is ineligible for renewalWe apologize for any inconvenience this *** cause
Please refer to page of the Plan under RENEWALS that states:
"Renewals: The Plan will be renewed at our discretionIf your Plan is eligible for
renewal, we will notify you of the Plan fee and terms of renewal approximately
days prior to expiration of coverageTo ensure there is no lapse of coverage,
payment must be received prior to Plan expirationPlan fees *** increase upon
renewal."
In the event Mr*** wants to maintain his home warranty coverage, he *** wish to contact another Home Warranty Company to obtain coverageWe recommend visiting the National Home Service Contract Association website at homeservicecontract.org for a list of reputable companiesWe do not suggest companies that sell home warranties strictly over the internet, as many are not properly licensed and/or regulated as required
Once at the site, click on the map, click on the appropriate state, and a list of NHSCA Member companies that conduct business in that state will appearPlease do not call the NHSCA, as they do not recommend specific providers, and are not staffed to provide additional assistance
Again, we apologize for any inconvenience our decision has caused you
Respectfully,
Old Republic Home Protection Co., Inc
Initial Consumer Rebuttal /* (3000, 13, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Old Republic is obviously template in natureTheir response does not justify the complexity of why they are declining the renewalMy home qualifies and meets their underwriting criteria as set forth in there own requirements for insurabilityTheir position is all about how to profit on those who don't file claim amounts greater than the premiums collectedThen cutoff those policy holders that did have legitimate, verifiable circumstances according to their certified-contracted service providersKeep in mind these are all contracted by Old Republic
Oddly enough they are not providing refunds to consumers that paid in substantial premiums with minimal claims
In summation Old Republic officially stands for Profit onlyPoor customer service, driven by poor culture and intentThe end result was their true intentI will spread the gospel accordingly
Final Business Response /* (4000, 15, 2015/08/05) */
Dear Ms***,
As noted previously, please extend our apology we are unable to renew Mr*** Plan
Sincerely,
Old Republic Home Protection Co., Inc
Final Consumer Response /* (4200, 17, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response as credible nor does it explain any justification of their positionJust because? Ironically in my hunt for answers I actually found that Old Republic has several complaints regarding their business practicesI also found that American Home Shield appears to be consumers #choiceObviously Old Republic has no interest in doing the right thingInstead they leave behind an unhappy and dissatisfied customer

Plan ***
Dear Revdex.com,
Regarding the service request for the pool equipment; I have reviewed the file that indicates the technician from Leisure Time Waters diagnosed that the clamp assembly for the pool filter did not fail from wear, and was damaged due to
excessive pressure in the filter as the result of a lack of cleaningIn addition, the technician diagnosed the wiring harness for the pool motor did not fail from wear, and failed as the result of the damage to the pool filter clamp and rain water.
Please refer to page 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 wear and use … “
Please extend our apologies to *** that the terms and conditions of the Plan do not provide coverage in this situationWhile 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.
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Complaint: ***I am rejecting this response because: They have not responded to the invoice I sent them to fix the damage done by the previous plumberAgain, I feel ignored by this company and am on my own.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/09) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the master bathtub valve; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Mr***'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
According to the file, Mr***, Call Center Supervisor, has been assigned to review the file and *** contact Mr*** to discuss a resolution for his service requestIf Mr*** has any questions, please advise him to contact Mr*** 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 5, 2015/07/06) */
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 accept 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
I have reviewed the file that indicated my associate, Ms*** spoke with Ms*** and informed her that she only paid one $Trade Call Fee regarding her service requestIn addition, Ms*** was given the option of a replacement dishwasher with comparable features, or a cash settlement of $585.90; which represented our cost to replace her dishwasherMs*** advised Ms*** that she already purchased a new dishwasher, and she accepted the cash settlementA check for $has been processed and will be mailed to Ms*** within the next ten business 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 8, 2015/07/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Even though I am accepting the response from ORHP, one of the two major reasons I filed this complaint was not addressedInformation was withheld from me during the initial contact with Ms*** on July 1, She refused to tell me the amount ORHP would pay for the REPLACEMENT of the dishwasherThis was an attempt to be coerced into making an uninformed decision, in order to save ORHP moneyI only had the cost of repair...which by the way was misquoted based on information from the repairman that works for ORHPIf she would have just told me the REPLACEMENT amount they would pay, perhaps this could have all been avoidedThis used to be a company that was dependable and easy to deal with but that is definitely not the case anymoreThey can't even spell my last name the same as shown in their response

Initial Business Response /* (1000, 8, 2015/07/15) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the ductwork; 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
According to the file, my associate, Ms***, Call Center Supervisor, spoke with Ms***, and she agreed to accept a cash settlement of $626.19, which represents the balance of the ductwork limit on the PlanA check for $has been processed and will be mailed to Ms*** within the next ten business daysIf 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 10, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear ORHP,
Thank you for completing my service needs with the payment that has now been received and the repaired damage to the house by the service provider
Respectfully,
***
Final Business Response /* (4000, 17, 2015/07/30) */
Dear Ms***,
Regarding the Trade Call Fee; my associate, Ms***, spoke with Ms*** on July 29, and advised her the TCF has been waived
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 19, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Plan ***
Dear Revdex.com,
Regarding the request for reimbursement for the replacement of the water heater by an
Out-Of-Network Contractor (OONC) along with Ms*** indicating that she did not receive a copy of the Plan coverage brochure, and Ms*** subsequent request to cancel
her Plan; I have reviewed the file that indicates Old Republic Home Protection (ORHP) did not receive a request for service from Ms*** for her water heater, and she was never authorized by ORHP to use an OONC to provide service
Please refer to page of the Plan that states:
“For Service: Place service requests online at ***
or call us at ***
? We accept service requests hours a day, days a year
? We require you to contact us so we may have the opportunity to select a Service Provider
? We will not reimburse you for services performed without our prior authorization.”
With regard to the Plan coverage brochure; the Plan became effective on July 29, and we received payment of the Plan fee from the escrow company on August 5, The Declaration Sheet and Plan coverage was mailed to Ms*** on August 10,
As for Ms*** request to cancel her Plan; if Ms*** still wishes to cancel her Plan, please advise her to mail a written request to Old Republic Home Protection (ORHP) to the address below, fax the request to ***, or email the request to ***. The Plan will then be cancelled effective March 8, 2017, in accordance with the terms of cancellation outlined on page of the Plan.
Old Republic Home Protection
*** *** ***
San Ramon, CA
Attn: Cancellation Department
Please extend our apologies to Ms. *** that the terms and conditions of the Plan do not provide coverage in this situationWhile 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Dear Revdex.com,
Please extend our apology to *** *** that there was a delay sending her the Trade Call Fee (TCF) invoiceThe TCF invoices are initiated once we pay for service on a file, to ensure we are only sending a TCF invoice once we have either paid on a claim or received an invoice from the Service Provider
Please refer *** *** to page of the Plan that states:
“Essentially, when we incur a cost of service, you are responsible for a TCF.”
Please advise *** *** to remit payment at her earliest convenience
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in *** *** 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 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
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor your request to waive the Trade Call Fee
ORHP appreciates *** *** 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

Complaint: ***I am rejecting this response because: Nothing that this Home warranty company says will ever close to satisfactoryAn apology is only words and is far from acceptable, ACTIONS are what matter. When a person looses there hard earned money because a company like this can't perform or refuses to fix a problem that is impossible to foresee, that is nothing more that robberyI hope other home buyers fully research this company before buying!!Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/06/10) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the request from Ms*** for reimbursement for the repair of her air conditioner by an Out-Of-Network Contractor; I have reviewed the file that indicates Ms***
did not place a request for service with Old Republic Home Protection (ORHP)
Please refer to page of the Plan that states:
"For Service: Place service requests online at www.orhp.com
or call us at X-XXX-XXX-XXXX
We accept service requests hours a day, days a year
We require you to contact us so we *** have the opportunity to select a Service Provider
We will not reimburse you for services performed without our prior authorization
Please extend our apologies to Ms*** that the terms and conditions of the Plan do not provide coverage in this situationWhile 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 industryIf Ms*** still wishes to cancel her Plan, please advise her to mail a written request to ORHP, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions of the Plan
Sincerely,
*** ***
Claims Manager
Old Republic home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The warranty for the air conditioner stipulates that they (Waller heating and air) be notified prior to any work preformed on the unitThere is a sticker on the actual unit stating such as a mater of fact, else they null and void their warrantyThe cost of a new air compressor is approximately $2800, and since the unit was in fact still under warranty, we were only asked to pay $for the actual service visitI don't know how Old Republic Home warranty can claim the provider was an out of network contracter when in fact they are the ones that installed the unit in the first placeAs to Old Republics own warranty and their claim that we did not follow protocol when attempting to contact them, why would they dump a clause in the middle of their booklet and not on page of their contract, if they did not indeed intent to dishonor it in the first placeIt seems to us this is just their way of attempting to get out of paying for a repair that is clearly covered under warrantyWe aren't asking them to pay the $for a new air compressor as would have been the case if their protocol would have been followed to a T, we are only asking for the cost of the out of pocket money we paid minus their trades feeWe are also under the impression that they were intending to pay this, as their phone conversations with us have dictated, but as of yet have still not received compensationIf we we're to recieve adequate payment, we would be more than happy to drop out complaint
Final Business Response /* (4000, 9, 2015/06/25) */
Dear Ms***,
According to the file, my associate, Mr*** has processed reimbursement to Ms*** for $less the Trade Call Fee, and a check will be mailed within the next ten business daysIf she has any questions, please advise her to contact MrChafee at XXX-XXX-XXXX ext***
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 16, 2015/07/14) */
Today we received our reimbursement payment from Old Republic and we would like to resend our complaintWe would like to thank Old Republic for reconsidering the bill and their understanding in this situation and would like the record to reflect as such

Plan ***
Dear Revdex.com,
Regarding Mr*** request to cancel his Plan; please refer to page of the Plan that states:
“Cancellation: This Plan is non-cancelable, except for 1) nonpayment of fees; 2) fraud
or misrepresentation of facts material to the Plan or a request for
service thereunder; 3)
upon mutual agreement between you and ORHP; or 4) if you harm or threaten the safety or
well-being of ORHP, any employee of ORHP, a Service Provider, or any property of ORHP
or of the Service ProviderIf Plan is cancelled, you shall be entitled to a pro-rata refund of
the paid Plan fee for the unexpired term less service cost incurred and a $processing
feeIf a refund calculation results in you owing us for services rendered, we will bill you the
net amount due or the unpaid Plan Contract fee, whichever is less.”
According to the file, Mr*** placed service requests for his garage door opener and air conditioner during the Plan term, and Old Republic Home Protection paid service costs of $In accordance with the terms of cancellation, if the Plan was cancelled, there would be an amount owed by Mr***
If Mr*** has any questions, please advise him to contact our Accounting Department at *** for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Complaint: ***I am rejecting this response because: We have been in contact with *** *** repeatedly during this process and we still do not have a resolutionOld Republic sent out their service provider twiceAfter the 2nd visit, the repair man told us that there were more issues with the refrigerator and in his opinion would not be worth investing in the repairsHe said he had over hours of labor and that he would check on parts availability and get back with Old RepublicHe called us back and said that he could not find several of the parts that we needed because they had been discontinued and that Old Republic would be contacting us with next steps
We had to call Old Republic and they claimed that they didn't have any information from the repair company and would get back in touch with us after speaking with himWe have had to follow up repeatedly and leave messages for return phone callsMr*** was not available on Tuesday 8/and I spoke with a different supervisorHe wanted to send out a NEW REPAIR COMPANY
The initial service company that THEY SENT OUT determined the refrigerator could not be fixed and it seems like Old Republic wants to start the process over so that they don't have to fulfill their obligation under this policy
I called Mr*** times yesterday and left voicemails He has not called me back yet today (8/18)I have now filed a complaint with the Florida insurance commissioner
This will be simple to solveThey can pay the policy limit of $so we can replace our refrigerator and forget this entire unpleasant experience.
Sincerely,*** ***

Complaint: ***
I am rejecting this response because:I got in contact today with the representative listed, and she told me all they can do for us is give us a check in the amount of the cost it would be to install new wiringThe wiring is NOT the only issue, in order to even POSSIBLY fix the unitThere are problems with the unitEven if the wiring was replaced, the control board is bad that the wires connect intoThe pump is also badAnd the *** of the unit is estimated to be at least years old-stated from the technicianThe wiring would be able to be done, hypothetically, but then the unit would still not work, and the other parts for it would not be able to be ordered because the parts are not manufactured anymore since Freus is out of businessWe want them to replace the unit that has stopped working from ***It is about years oldOld Republic can't even get a quote from anyone because 99% of companies don't work on Freus units, and the ones we found who do-both of which have come out to inspect the unit-have all said that they will not work on this unit because it needs to just be replacedI have no problem exhausting every option and resource I can find in order to have Old Republic do what is right and replace the unit for usI have already filed a complaint with Revdex.com, the Nevada Division of Insurance, and have been in phone contact with the local news station and they are also doing an investigationI will also be contacting the Nevada State Contractors BoardIf none of these routes solve our issue and get Old Republic to replace our unit, I will then contact my attorneyMy family of (including a yr old, yr old and yr old) deserve better, and we deserve heat and AC when necessary! We had to go through part of the winter with no heat when it got to 20-degrees and my kids and my husband and I all ended up sick because of itNow in the summers we need AC because of 100-115+ degree heat
Sincerely,
*** ***