Franks Television

Complaint: ***I am rejecting this response because:
It does not resolve my complaintI will take the next step by taking up the issue with the Attorney General.Sincerely,*** ***

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, *** ***

Dear Ms***,
As previously stated, please extend our apologies for the apparent misunderstanding with the Independent Network Service Provider and our staffMr*** should receive the reimbursement of the Trade Call Fee within the next ten days
Sincerely,
*** ***
Plan Compliance Manager

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, *** ***

Complaint: ***I am rejecting this response because:Sincerely,*** ***

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the air conditioner and *** *** 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 *** *** 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 and its employees value the trust that 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
As a result of the circumstances that occurred and strictly as a matter of goodwill, ORHP has agreed to waive the $Trade Call Fee
ORHP values *** *** as a six year customer, and we hope she realizes the value of the Plan and the many benefits it providesIf *** *** still wishes to cancel her Plan, please advise her send me an email at *** and the Plan will be cancelled in accordance with the terms of cancellation outlined on page of the Plan.
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

Initial Business Response /* (1000, 5, 2015/09/24) */
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
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, my associate, Ms***, Customer Service Supervisor, will follow up to ensure that service is provided by Russo's Heating & Air, and the service request is resolved in a timely manner
ORHP values Ms*** as a customer, and we hope she realizes the value of the Plan and the many benefits it providesIf 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
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, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AS I stated in my complaint I went the ENTIRE summer without any AC and had no empathy or consideration from Old Republic or the employees I was dealing withMy children and I were miserable all summerSince my complaint the unit appears to finally be working, now that fall is upon us..However this issue was never with the vendor, it was the lack of communication, lack of following through and lack of responsibility on Old Republics partI still want my guarantee of the work and a refund of the purchased amount of the Old Republic contract which was $
Final Business Response /* (4000, 9, 2015/09/29) */
As noted in my previous response, please extend our sincere apologies to Ms*** for the delays that occurred
Also, as referenced previously, if Ms*** wishes to cancel her Plan, please advise her to forward a written request to Old Republic Home Protection at the following address, and the Plan will be cancelled in accordance with the terms of cancellation noted on page of the Plan
Our mailing address is:
Old Republic Home Protection
P.OBox
San Ramon, CA XXXXX
If she wishes to speak to someone at our office with regard to the terms of cancellation, please advise Ms*** to contact our Accounting Department at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 12, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again here we go not accepting responsibility for the mistakes made handling my requestPlease check your files, my policy expired Sept and I did not renew based on the original complaintI am seeking the the purchased contract amount of $because your company did NOTHING for me and my family during the horrendous heat; other than drain my savings account to find other methods to keep cool

Plan ***
Dear Revdex.com,
Please extend our sincere apologies to *** *** for the circumstances related in her letterPlease ask her to provide me which service request (which system or appliance was serviced) she is referring to and which property; they have two different properties
with our PlanOnce I receive the information I will review the file and respond
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Plan ***
Dear Revdex.com,
Accordion to the file my associate, Ms***, spoke with Mr*** and confirmed the Service Provider has an appointment scheduled for August 24, Ms*** will follow up and assist Mrand Mrs*** with the resolution of their service request
If Mror Mrs*** have any questions, please advise them to contact Ms*** at *** *** *** or her Supervisor Ms*** at Ext***
Please extend our apologies once again for the delays and the circumstances that have occurred
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/12) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the cancelation of the Plan, and the refund of the Plan Fee; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies
for the circumstances outlined in Mr***'s letter
According to the file, my associate, Ms***, has processed the Plan Fee refund, and a check will be mailed to Mr*** within the next ten business daysIf Mr*** has any questions, please advised 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 /* (2000, 12, 2015/09/01) */
The business corrected the situation with a full refund of the amounts chargedI appreciated the timely response and the professionalism that the Representative showed me after the last encounter with the business

Initial Business Response /* (1000, 5, 2015/09/04) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the pool pump; 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
According to the file, on September 3, 2015, my associate, Ms***, spoke with Mr*** and will follow up to resolve his service requestIf 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
Initial Consumer Rebuttal /* (3000, 11, 2015/09/30) */
Filed a complaint against ORHP I see they replied but I have not heard directly form the business to settle this compliant all they have done is answer the compliant on Revdex.comBelow are the details not sure how to replay on the same complaint already submitted without having to refile a new complaint
Complaint
POOL SPA PUMP REPLACED WITH AN NON COMPARABLE PUMP
ORHP on or about 8/16/replaced my old Jacuzzi Magnum pump due to housing squirting out water to a waterway pump https://image.poolcorp.com/operation/WWP/10/WWP-XX-XXXX.pdf
After swapping out pump I noticed that the pump did not perform as my old pumpI did a little homework on the pump I was given and the pump I had and noticed that the new waterway pump they put only has 2/of the pumping capacity of the old pump
I called ORHP with this information but they refused to replace pump with a more equivalent Pentair Whisperflo PumpThey said that they did their job by swapping out the pump and that the service call is closedI told them that I have specs and information that shows that the pump they gave me is not equal to what was taken out but they did not want the information
Below are the flow rates I gathered from the pump they gave me to the one I had and to ones more equivalent
"Lower flow rates'' raises a flag, so I did a comparison of the flow rates for several pumpsThe results are shown belowThe waterway SMF looks like it underperforms your Jacuzzi pump
hp Jacuzzi Magnum pump (reference: link)
height 30ft40ft 50ft 60ft 70ft 80ft
gal/min XX XX XX XX XX XX
hp Waterway SMF pump (reference: link)
height 30ft40ft 50ft 60ft 70ft 80ft
gal/min XX XX XX XX XX XX
hp Pentair Whisperflo pump: p/n (reference: link)
height 30ft40ft 50ft 60ft 70ft 80ft
gal/min XX XX XX XX XX XX
hp Pentair Superflo pump: p/n (reference: link)
height 30ft40ft 50ft 60ft 70ft 80ft
gal/min XX XX XX XX XX XX
To date 9/2/ORHP has refused to do anything to replace pumpRather they are only using the installers comments rather then the facts I am presenting
They have also decided to discontinue my contract with out notice for what I understand to be is to many claimsThis is a warranty company that should be aware that not every home will be a winner and go without claims
Desired Settlement
I would like to have the pump put in by ORHP replaced with a more comparable one to what I had before
According to manufactural specs a pentair whisper flo will be a more comparable pump to the jacuzzi magnum I had before
"Lower flow rates'' raises a flag, so I did a comparison of the flow rates for several pumpsThe results are shown belowThe waterway SMF looks like it underperforms your Jacuzzi pump
hp Jacuzzi Magnum pump (reference: link)
height 30ft40ft 50ft 60ft 70ft 80ft
gal/min XX XX XX XX XX XX
hp Waterway SMF pump (reference: link)
height 30ft40ft 50ft 60ft 70ft 80ft
gal/min XX XX XX XX XX XX
hp Pentair Whisperflo pump: p/n (reference: link)
height 30ft40ft 50ft 60ft 70ft 80ft
gal/min XX XX XX XX XX XX
hp Pentair Superflo pump: p/n (reference: link)
height 30ft40ft 50ft 60ft 70ft 80ft
gal/min XX XX XX XX XX XX
Business Response
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the pool pump; 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
According to the file, on September 3, 2015, my associate, Ms***, spoke with Mr*** and will follow up to resolve his service requestIf 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
- See more at: http://www.Revdex.com.org/greater-san-francisco/business-reviews/home-warranty-p...⇄ /> Final Business Response /* (4000, 13, 2015/10/01) */
Dear MsThomas,
According to the file, my associate, Mr***, spoke with Mr*** today to discuss the spa motor installed at his homeThe file indicates that according to our research, the motor matches the requirements necessary for the spa, and that Mr*** will further research the equipment and contact Mr***
Please advise Mr*** if he has additional information that he believes should be considered, to contact Mr*** at XXX-XXX-XXXX Ext***, for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Complaint: ***I am rejecting this response because: First, I still have not received a copy of my plan terms and conditionsI requested that a copy be both mailed and emailed to me prior to submitting my complaint with the Revdex.com, and was told that I would be receiving themI would strongly caution O.Rfrom turning to terms and conditions that their customer never received as an "out." As I have never seen the complete terms and conditions, I can only speculate as to what parts of the T/Cs the business is referencingIt would be my belief that they are stating that because pumps are excluded from coverage, they are not responsible for this repairHowever, I would point out that the damage that was reported by the technician was NOT a broken pump - he reported clogged pipesUnless my plan's terms and conditions exclude clogged pipes, which again I would not be aware of as I have not received them, then O.Rwould need to provide a remedy to service those pipesI would also strongly suggest that they better articulate their T/Cs to distinguish between exclusions related to coverages and those related to resolutions
I will note that I contacted Comfort First and they agreed to send a different technician to work on the unitHe was able to quickly clear the pipes without the need of a pump installation, and our unit has been running successfully sinceThank goodness Comfort First stands behind their work and was willing to make this right for their consumer - unfortunately, I cannot say the same is true of Old Republic.
Therefore, I would simply ask O.Rto learn a couple of things from this situationFirst, they need to have a better system in place to guarantee that customers receive a copy of the their plan terms and conditionsSecond, they need to better draft those T/Cs to differentiate between coverages, exclusions to coverages, and exclusions to resolutionsAnd lastly, they need to work on better customer serviceHad they gone to bat for me and contacted the HVAC company to try to find another solution, we would have absolutely renewed our warranty for an additional periodInstead, we are looking at other companies who have a better reputation for service.
Sincerely,*** *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***I do not find this resolution satisfactory; however, I appreciate the inclusion of a contact person at ORHP and I have reached out to discuss the situation in further detailSincerely, *** ***

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the pool heater; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in MrGoodman’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 and ORHP has agreed to dispatch a different network Service Provider, *** *** ***, to diagnose the cause of failure of the pool heater, and provide us their recommended repairPlease advise Mr*** that *** *** *** will contact him to schedule an appointment, and if he has any questions, they can be contacted at ***.
ORHP values Mr*** as being our customer for seven years, and we appreciate him 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 Revdex.com,
Please advise Mr*** if he has any questions regarding the status of the review of his file, to please contact Ms*** at *** *** ***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Plan ***
Dear Revdex.com,
Regarding Mr*** indicating that Old Republic Home Protection did not provide him a copy of his Plan coverage, and the denial of coverage for the plumbing service requests; I reviewed the file that indicates we received payment of the Plan fee
from the escrow company on March 27, 2018, and the Declaration sheet and Plan brochure was mailed to Mr*** on April 3,
With regard to the denial of coverage for the plumbing service requests; according to the file, when service was requested for the water heater not producing enough hot water, Mr*** advised us that it was noted on his home inspection, which was completed prior to the effective date of the Plan, that the water heater produced lukewarm water. In addition, Mr*** indicated that the tub diverter and pop up assembly in the downstairs guest bathroom sink were not operating properly
Coverage was denied based on the terms and conditions of the Plan that state:
“We will provide service for covered systems or appliances that malfunction, and are
reported, during the term of the Plan that:
B) Were correctly installed and working properly on the effective date of the Plan, and
C) Have become inoperable due to wear and use (including rust, corrosion, and
chemical or sediment build-up), after the effective date of coveragePre-existing
conditions are not covered.”
“PLUMBING COVERAGE
NOT COVERED: … tub spout or tub spout diverter … passemblies … “
Please extend our sincere apologies 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
If Mr*** has any questions or additional information he believes should be considered, please advise him to contact me at Ext
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

RE: Plan # ***
Dear Revdex.com,
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 *** *** 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
I reviewed the file that indicates the service request was dispatched to Clough Mechanical Services (CMS)I spoke with *** at CMS and she advised me that she would contact *** *** to schedule a convenience appointmentIf *** *** has any questions, please advise him to contact CMS at ***
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:
This Company is practicing shoddy business tactics and should be reprimanded for their lack of performance! Even if I do not receive another dime from them, I want to warn anyone considering buying a policy from them that you can expect them to give you the kind of service you have nightmares about
Old Republic Home Protection Company is in the business of making money, not providing you with the services you need They are distorting the most important fact, which was that my HVAC unit needed to be replaced and they have come up with every excuse in the book as to WHY they did not provide this service to me
I exercised the option they told me about to use an outside Contractor; received authorization from them to use this Company, had it all arranged and then they say I should explore another Company!! They have not been in Florida in the middle of the summer with inside temperatures reaching degrees plus!!
What kind of management does this Company employ?! Please take my advice and stay away from this Company!
Sincerely,*** ***

RE: Plan # ***
Dear Revdex.com,
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 *** *** 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, the service request was dispatched to *** *** ***, and they have been unable to contact *** *** to schedule servicePlease advise *** *** to contact *** *** *** at *** to schedule an appointment
If *** *** has any difficulty scheduling an appointment, please advise him to contact us at *** for assistance.
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

Initial Business Response /* (1000, 5, 2015/05/29) */
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 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
According to the file, the technician from Temptrol Service advised us that the condenser does not require replacing at this time, and that replacement of the compressor will resolve the current service issuePlease assure Mr*** I will follow up to ensure the service request is resolved in a timely manner
In addition, due to the circumstances that occurred, ORHP has agreed as a gesture of goodwill, to waive the $Trade Call Fee
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