Franks Television

Initial Business Response /* (1000, 5, 2015/08/07) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the stove; 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
I have reviewed the file that indicates 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 him to contact Mr*** at XXX-XXX-XXXX extfor assistance
ORHP appreciates Ms*** 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

Plan ***
Dear Revdex.com,
Please advise *** ***, that Old Republic Home Protection (ORHP) has agreed to locate a different network Service Provider to diagnose the air conditioner equipment to determine if there is a refrigerant leakWe will authorize them to do a refrigerant dye
test if they recommend to ORHP that it is needed*** *** should hear from them no later than Monday, August to schedule an appointmentIf he does not hear from a Service Provider, please instruct him to contact us at *** for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Complaint: ***I am rejecting this response because:
Your response is standardThere is no sincerity to it evidenced by not only the incorrect use of title but you addressed me by the wrong name all togetherOld republic couldn't care less about my issue with them as I am up for renewal and they have already went plus about $in the deal Its evident that Old republic and its representatives only care about selling their productMy real estate broker reached out to me saying that he received a notice from old republic stating that my claim was taken care ofI gave him a brief description of how I've been treated by old republic and he has assured me that he will refrain from pushing their products to future home buyers and have a conversation with the old republic rep that calls him to peddle the productTheir products are useless if you have a house with fairly new appliances that are under ANY kind of warranty Any further response from Old Republic other than that they will cover the labor to fix my AC being as the wording they use is vague, is a waste of my timeThey have lost a customer and I am sure several future customersYou would think if their representatives actually cared they could at least take time to address a customer by their correct title and name.
Sincerely,*** ***

Complaint: ***I am rejecting this response because: This company is playing gamesYes I did receive the check for the repairs that I have been waiting on since June and this company only started responding to my previous calls after you contacted themThey are a dirty business and again all I want is my contract cancelled from June forward and my money for the policy backIf it takes months, a trade call fee (that I paid upon arrival of service man in which I received several notices that it hadn't been paid) and contacting the Revdex.com and Consumer Affairs for this company to even give answersAnything other than a cancellation and my money back from June forward is unacceptable. Sincerely,*** ***

Dear Revdex.com,
I spoke with the Plan Holder April 3, and an appointment has been scheduled with our network Service Provider to replace the water heater April Please instruct Ms*** to contact me with any additional questions
Sincerely,
*** ***
Plan Compliance Manager

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the kitchen refrigerator ice-maker, and Ms*** request to cancel her Plan; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Ms*** 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
According to the file, on January 2, my associate Ms***, Customer Support Supervisor, left a phone message for Ms*** to discuss a resolution of her service request. Please advise Ms*** to contact Ms*** at *** *** ***
ORHP values Ms*** as our customer, and we hope that she sees the value of the Plan and the many benefits it providesHowever, if she still wishes to cancel her Plan, please advise her to email me her request at ***, and the Plan will be canceled 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

Initial Business Response /* (1000, 5, 2015/05/29) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the request for a Plan fee refund and the air conditioner service request; 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
With regard to a Plan fee refund; the Plan expired on *** 20, 2015, and therefore, a refund cannot be processed in accordance with the terms of cancellation
We apologize the terms and conditions of the Plan did not provide coverage for service requests placed by Mr***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
As for the most recent service request for the air conditioner; I have reviewed the file that indicates my associate, Ms***, spoke with Mr*** on *** 28, 2015, and is following up to resolve the service request
If 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated earlier, I would like to receive a full refund of my premiumYou do not have a single satisfied customers and you only target realtors that are obligated to provide insurance to home owners in return of all the kickbacks from Old Republic as you certainly do not pay any of your contractorsEven the contractors you pick have less than star ratingsYour business model is a consolidation of poorly rated contractors that cannot get jobs elsewhere and obligated realtors that need a home warranty on paperCustomers are just part of that transaction, you don't have a single positive customer reviewAccording to humanity's policy on ethics and fairness, you are in violation on multiple counts by your fraudulent model of insurance scams
Final Business Response /* (4000, 9, 2015/06/02) */
Ms***,
Regarding Mr***'s request for a full refund of his Plan; Mr***'s Plan expired on *** 20, 2015, and service was rendered in accordance with the terms and conditions of the Plan during his Plan termPlease extend our apologies that service requests were denied based on the terms and conditions of coverage
Since Mr***'s Plan has expired, we are unable to honor his request to cancel his Plan or provide a refund
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Complaint: ***I am rejecting this response because:
While we welcome Old Republic sending part of what they owe us, we are vey disappointed that they still say that the rest of the line cleaning (up to the distribution box) and the addition of the riser will not be covered
This is how it workedOld Republic has no contractor in this area to do septic workSo they tell us to find their ownSo we didThey also send us information stating that all work must first be approved by Old RepublicSo we talked with Reddi and they told us what needed to be doneWe then contacted Old Republic, explained what needed to be done and we were told that all the cleaning of the lines (up to the distribution box) and the addition of the riser would be coveredThen, Old Republic contacted Reddi Industries and confirmed what work they would do and that it would be coveredThen, Reddi contacted us to let us know that Old Republic would give them the go ahead to do the work because it would be covered by Old RepublicWe then contacted Old Republic to let them know that we needed to let Reddi get startedDuring this conversation, Old Republic let us know that we had already had one septic pumpingWe explained that Reddi would be cleaning out the lines from the house up to the distribution boxTo do that, they would have to pump the tank again because it was fullThe person we talked to agreed that it was reasonable that the tank had to be emptied again to clean the lines and told us that it would also be covered along with the installation of the riserSo we felt confident, that because Old Republic told us, that all the work that Reddi did, up to and including the distribution box, would be coveredAs soon as we submitted the bill to Old Republic, as is their process, we were told that they would not honor their commitment to pay us because of the work done to the lateral lines, which we did not even ask them to take care of in the first placeThey record their phone callsThey know what they told us and what they told ReddiNow they need to honor their word and pay us the additional $that they owe us in addition to the $they said they are going to send us.Sincerely,*** ***

Plan ***
Dear Revdex.com,
Regarding the service request for the air conditioner; according to the file my associate ***, spoke with *** on August 23, and is assisting to resolve the service requestIf *** has any questions, please advise him to contact *** at *** *** *** or his Supervisor, **s*** at Ext***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Complaint: ***I am rejecting this response because:The technician actally had to drain the coolant because it was overcharged by themI saw him draining all the coolantHe said this breaking like this isn't and broke due to us putting in too much coolant on the previous service callIf it was wear and tear they would not have gotten such a high coolant reading, and would not have had to drain all the coolantOn the previous work order they stand they added coolant and then removed the coplant due to an overload of the systemThis is not normal
It Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/25) */
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
I have reviewed the file and my associate, Mr***, has spoken with Ms***, and will follow up to 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Plan ***
Dear Revdex.com,
Regarding the service request for the well; I reviewed the file and on August 11, 2017, my associate, *** ***, spoke with the Service Provider and they confirmed that the component that failed is the motor start switch and that this is a component of the control boxBased on the terms of coverage, the Plan does not provide coverage for the control box
If *** *** has any additional information he believes should be considered, please advise him to mail it to me for review to the address below
Old Republic Home Protection
*** *** *** *** *** ** ***
Attn: *** ***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/26) */
Ms***
Revdex.com
Re: Plan ***
Dear Ms***,
Regarding the denial of coverage for the air conditioner compressor; I have reviewed the file that indicates the Service Provider diagnosed that the compressor, located inside
the condenser, had failed and that it was still under manufacturer's warranty
Please refer to page of the Plan that states:
"GENERAL LIMITATIONSTHIS PLAN DOES NOT COVER:
FSystems, appliances or components covered by an existing manufacturer/
distributor/ or other warranty."
Since the air conditioner and compressor are under a manufacturer warranty, the Plan does not provide coverage for the costs of the material or labor necessary to complete the repair
Please extend our sincere apologies to Ms.*** 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
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
Sincerely,
***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/04) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
We understand that Mr*** is dissatisfied with our decision to not renew his Plan
In reviewing the coverage we've offered the past year, we received $for the Plan
fee, and paid out over $6,in service cost, for a loss ratio in excess of 480%For that reason, we have made the decision to not offer renewal
We apologize for any inconvenience this *** cause Mr***
In the event Mr*** wishes to maintain his home warranty coverage, he *** want 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
While our goal as an organization is to serve others with a "People Helping People" philosophy, we hope Mr*** can understand our position, and am sincerely sorry that we cannot offer a renewal for this home going forward
Respectfully,
Sales Support Department
***
Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Old Republic still has not acknowledged that they never informed me of their decision not to renew my planThey waited for me to call with something needing repair prior to letting me know that my plan cannot be renewed
I'm still waiting for their apology for this lack of notification and for them to admit that this was poor business ethics
Final Consumer Response /* (3000, 25, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm still waiting for the President of Old Republic to call me to admit that their business is unethical and treated me (And other customers) unfairly
I'm not sure what it takes to get the President of the company to call, but I will not stop until she does
Final Business Response /* (4000, 28, 2016/01/15) */
Dear Ms***,
The President of Old Republic Home Protection did provide Mr*** an email responseOur previous response's outline our position
Sincerely,
*** ***
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2016/01/05) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the water leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances
outlined in Mr***'s your 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
According to the file, my associate, Ms***, authorized the repair completed by Mr***'s Out-Of-Network Contractor, and ORHP will reimburse Mr*** for the repair
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

Plan *** Dear ***, Regarding the service request for the dishwasher, and Mr*** request to dispatch a different company to provide service; please advise Mr*** if he still wishes to have the dishwasher serviced by a different network Service Provider, to return the settlement check to me at the address below, and I will dispatch a different Service Provider to diagnose the dishwasher once I receive the check *** *** *** *** *** *** *** ** ***Attn: *** *** Sincerely, *** ***Plan Compliance Manager *** *** *** ***

Complaint: ***I am rejecting this response because:
***, Please include the following for my last response; it is obvious to me that this company does not plan to make it right with meI have reiterated some information that I previously provided, but I would like for this to be my last response: Old Republic Home Protection Company is out-right lying when they state that the Technician stated my HVAC could be fixed by merely replacing the compressor! If that were so, that's what I would have doneI am so tired of insurance companies robbing people and not fulfilling their end of the contract agreementI was planning on continuing this policy but after this incident, I will notMy experience with this company has left me angry, feeling helpless and robbed because they are not honoring the coverage they have detailed in their Declaration of CoverageThe licensed Contractor, All American Air Conditioning determined that my entire HVAC system was not fixable and needed to be replaced which cost me $3,The estimate that was sent in to Old Republic was done before the technician came to my house (I live in *** which is miles, one way from *** City which is where All American AC is located)They sent in the estimate with two options based on the information I told them regarding my ACAfter the technician came to my house, it was determined that my AC was not fixable and needed to be replacedMy HVAC died in the middle of August in Florida with temperatures in my house reaching degrees plus, so I needed to act fast to get it repaired; I went a total of six days without AC and that would have been a much longer period of time had I not taken the initiative and found a contractor that could get to me in a few daysThe company Old Republic gave me never contacted me, Jim Morris and Sons; I tried repeatedly to call them but their voicemail was full and could not accept any new messagesThe technician from All American AC called Old Republic before the work was done in accordance with their guidelines and told them the entire AC unit needed to be replacedIn accordance with the Old Republic Plan, I should be charged $for the service call (trade call fee) and be reimbursed for the remainder of the billI followed their instructions to the letter to schedule this work to be done, and now they are telling me they will only pay $for this work order that covers only the compressorOne of the employees told me during a phone conversation, "I should be glad that I'm getting the cost of the plan and consider myself lucky!" They also told me, "I cannot help the fact that your HVAC is old!" I am now getting the run around with this company and cannot believe the way they talk to meI had authorization from Old Republic to use an outside contractor (auth code ***) prior to the work being doneI can tell you they did not offer up the authorization code for my approval to use an outside contractor, I had to ask for it; they also did not offer any assistance in telling me I could use an outside contractor, I had to askOld Republic Home Protection Company owes me $2,total(minus what they paid me already, ($664-$for the trade call fee for a total of $564.00)Old Republic lied and said the contractor told them only the compressor needed to be replaced when in fact, the contractor told them the compressor, freon contactor, and the capacitor needed to be replaced which is the entire HVAC system; I have this in a text from the contractor on my phoneThis is fraud and obviously how this company has been operating on a regular basis due to the many complaints that have been filed and the many bad reviews that are available to read on the webI am requesting to be reimbursed for the amount of $2,for the full repair that the contractor didVery Respectfully, *** *** Sincerely,*** ***

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the dishwasher and Mr*** request to cancel his Plan; 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
The file indicates my associate, Ms***, was assigned to review the file and provide assistance to resolve the service requestMs*** left Mr*** a message on July 13, to return her callPlease advise Mr*** to contact Ms*** at his earliest convenience
ORHP values Mr*** as our customer, and we hope that he will still see the value of the Plan and the many benefits it providesHowever, if he still wishes to cancel his Plan, please advise him to mail a written request to the address below, fax the request to *** or email the request to ***, and the Plan will be canceled in accordance with the terms of cancellation outlined on page of the Plan
Old Republic Home Protection
*** *** ***
San Ramon, CA
Attn: Cancellation Department
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

Ms*** ***Revdex.comRe: Plan ***Dear Ms***,Regarding the service request for the dishwasher, and Ms*** request to cancel her Plan; I have
reviewed the file that indicates the Plan became effective for Ms*** on March 15, 2016, and on March 23, 2016, she contacted Old Republic Home Protection (ORHP) to place a service request for her dishwasherMs*** advised us that the dishwasher was leaking water, and had never operated properly for her after the effective date of the PlanPlease refer to page of the Plan that states:"We will provide service for covered systems or appliances which malfunction, and arereported, during the term of the Plan that:B) Were correctly installed and working properly on the effective date of the Plan, andC) Have become inoperable due to wear and use (including rust, corrosion, andchemical or sediment build-up), after the effective date of coveragePre-existingconditions are not covered."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.ORHP values Ms*** as a customer, and we hope that she will realize the value of the Plan and the many benefits it providesIf she still wishes to cancel her Plan, please advise her to mail us a written request to the address below, fax the request to ***, or email the request to ***, and the Plan will be cancelled in accordance with the terms and conditions of the Plan*** *** *** *** *** *** *** *** *** ** ***Sincerely, *** ***Plan Compliance ManagerOld Republic Home Protection

Complaint: ***I am rejecting this response because: Per the request of *** ***, I forwarded the letter from the pool contractor outside of the network of Old Republic Home WarrantyThe pool contractor in their network RW Pools was supposed to repair the pool pump (on March 17, 2017) which was improperly installed by themThey did not show up nor did they contact me. I already paid Classic Pool Services to treat my pool at my expense to transition the green pool back to a clear poolAs a result of the Old Republic Home Warranty's negligence my pool is transitioning back to greenAs it stands right now the pool filtration system is off and every business day Old Republic Home Warranty stalls in fulfilling their duties in our contract makes it worse.I am disappointed in Old Republic Warranty's inability to correct this problem in a timely manner and with great hubris they denied my claim based on an erroneous assessment based on Allison Pools in their network.Sincerely,*** ***