Franks Television

Initial Business Response /* (1000, 5, 2015/10/28) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the clothes washer; I have reviewed the file that indicates the technician from Sunrise Home Services diagnosed that the clothes washer is
approximately five years old, and the shock absorbers failed as the result of overloading the washing machine, and not from wear and use
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 Mr*** 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 additional information he believes should be considered, please advise him to forward it to me for review
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/20) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the salt water cell; I reviewed the file that indicates the Plan took effect on *** 4, 2015, and the service request for the salt water system
was placed on *** 11,
On June 25, 2015, my associate, Mr*** spoke with Mrs***, and she informed him that when they moved in on *** 4th, the swimming pool was discolored and the salt water system was not operating properly
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:
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."
Although the Trade Call Fee (TCF) is due whether service is covered or denied, strictly as a matter of goodwill, Old Republic Home Protection (ORHP) has agreed to honor Mr***'s request to waive the TCF, and the TCF refund will be mailed to him within the next ten business days
Please extend our sincere apology 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
If Mr*** still wishes to cancel his Plan, please advise him 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, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr*** account of the chain of events is incorrect
We closed on our home on 5/4/An inspection of the home indicates the pool was in proper working condition
We emoloyed a weekly pool serveice and confirmed that everthing was in proper working condition
During a visit on *** 11th, it was deyermined the salt cell was inoperable
The pool was not discoloredThe technician told my wife that it "could turn green", and asked if she wanted him to fix it? She told him that we obviously wanted it fixed, but she would need to check with me
That is when she contacted ORHPORHP arranged for a technician to come to our homeBy coincedence, the tech ORHP called abouth the smae time our pool tech contacted my wife
Obviously there was a miscommuncation and the salt cell was replced
We immdiateley contacted ORHP and were told this was ot an issue and was instructed to submit the reciptWe did, just as instructed, and never heard anything back until my wife called in on 6/25/
If ORHP is not going to honor it's warranty then they should refund me the entire amount
We did call and requset this, but were told we would recive a pro-rated refund for any protion not used, we tried using the warranty, ORHP did nothing, not even a phone call
If they would like to discuss it furthur I can be reached at XXX-XXX-XXXX
Final Business Response /* (4000, 9, 2015/07/22) */
Dear Ms***,
Regarding the service request for the salt water equipment; based on the information provided by Mr***, although the Plan does not cover for reimbursement, as a gesture of goodwill, please advise him to provide me a copy of the home inspection that references the pool equipment, along with a brief diagnosis/statement from his pool technician regarding the salt water system, for my review
Please advise him to mail it to my attention at:
Old Republic Home Protection
P.OBox
San Ramon, CA XXXXX
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 16, 2015/08/17) */
I did as the company asked and mailed them the home inspection and receipt for the salt cellNo responseJust like I origianlly stated, they do not do what they say they will do

Complaint: ***I am rejecting this response because: I have not heard from anyone in the company to resolve this matter. 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, *** ***

Plan ***
Dear Revdex.com,
Regarding the request for reimbursement for the replacement of the air conditioner by an
Out-Of-Network Contractor (OONC); I reviewed the file that indicates Old Republic Home Protection (ORHP) did not receive a request for service for the
air conditionerThe file indicates that on June 20, we received a service request for the water heater, but it was cancelled by the Plan Holder on June 22,
Although the Plan does not provide coverage for unauthorized service by an OONC, as a gesture of goodwill, please instruct Ms*** to mail me a legible copy of the diagnosis and invoice for my review to the address belowI will review the information and determine if ORHP can provide her assistance with the cost of repair
Old Republic Home Protection
*** *** ***
*** *** ** ***
Attn: *** ***
Best regards,
*** ***
Plan Compliance Manager
Old Republic Home Protection

*** ***
Revdex.com
Re: Plan ***
Dear *** ***,
Regarding the service request for the refrigerator, and the request to cancel the Plan; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend
our sincere apologies to Mr*** for not providing him the level of service he wants and deserves as our Plan Holder
To ensure our Plan Holders receive reputable and unbiased service, we have built an extensive network of Service Providers who provide service to our Plan Holders at fair and reasonable ratesOur network, however, is not all inclusive for every trade, in every town, across the nationFor that reason, we may authorize our Plan Holders to contact an Independent Out-of-Network Contractor (OONC) directly to obtain service
Unfortunately we did not have a network Service provider available to service Mr*** refrigerator in a timely manner, and we authorized him to obtain service from an OONC
With regard to the request to cancel the Plan; the file indicates that the Plan was cancelled effective August 18, 2016, and the Plan fee refund was mailed to Mr*** on August 24,
If Mr*** has any questions, please advise him to contact us at *** 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

Dear Revdex.com,
I have been advised that without the information I requested in my last response, we are unable to confirm it was Old Republic Home Protection that called himAt this time we cannot confirm he is or has been our customerI will research this further if *** *** will provide me the information requested
sincerely,
*** ***
Plan Compliance Manager

Dear *** ***,
Please apologize on my behalf that the incorrect name was inserted on *** *** responseAccording to the information provided to us by the Service Provider, the air conditioner could have been repaired by installing a new compressorThe other option was to replace the air conditioner equipmentHad a network Service Provider competed the repair, Old Republic Home Protection would have authorized the replacement of the compressor*** *** was advised ahead of time that if she wished to use an Out-Of-Network Contractor, that reimbursement would be based on the covered repair at our cost
If *** *** has additional information she believes should be considered, please advise her to forward it to me for review, at the address below, for coverage consideration
Old Republic Home Protection
*** *** *** *** *** ** ***
Attn: *** ***
Sincerely,
*** ***
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2015/10/28) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the plumbing stoppage on work order number XXXXXXXX; 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
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 waive the Trade Call Fee for work order number XXXXXXXX
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 Ms***,Regarding the dishwasher; according to the file, when my Senior Authorizer, Ms***, spoke with Ms***, she was advised that the dishwasher leaked when they initially attempted to use the dishwasher, and that is why her husband disconnected the unitShe advised Ms*** that the dishwasher had not operated properly for her since moving into the homeBased on their conversation, coverage was denied in accordance with the terms of the PlanAlthough the $Trade Call Fee was due for the service provided, and was paid to the Independent Network Service Provider, please advise Ms*** as a gesture of goodwill, Old Republic Home Protection is reimbursing her the TCF, and she should receive the check within daysSincerely, *** ***Plan Compliance ManagerOld Republic Home Protection

Plan ***
Dear Revdex.com,
Regarding the replacement of the water heater and the non-covered costs; I have reviewed the file that indicates Old Republic Home Protection (ORHP) authorized the replacement of the water heaterHowever, the Plan does not provide coverage for the
haul away of the old unit ($55), the gas and water line modifications necessary to accommodate the new water heater ($550), and a modification to the T&P line ($100)
Please refer to page of the Plan that states:
“PERMITS AND OTHER FEES:
AYou may be responsible for the payment of additional fees not covered according to
the terms and conditions of the PlanThese fees may include, but are not limited to:
The cost to haul away components, systems or appliances that have been
replaced under the terms of coverage
The cost of construction, carpentry or other modifications made necessary by
existing or installing different equipment.”
Please advise Mr*** to contact ORHP if he agrees to pay the non-covered portion of the repair, or if he would prefer a settlement which would represent our cost for the covered portion of the service.
Please extend our apologies to Mr*** that the terms and conditions of the Plan do not provide coverage for all of the costs associated with the replacement of his water heaterWhile 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

Initial Business Response /* (1000, 5, 2015/06/26) */
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***'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, my associate, Ms***, has dispatched Sears to provide their opinion regarding the dishwasher malfunction, and *** follow up with Mr*** to resolve his service requestIf 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
Initial Consumer Rebuttal /* (3000, 7, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sending a second repairman days after the first repairman (which they chose) couldn't fix the problem is not a reasonable solutionI filed the claim on 5/and still have no operating dishwasherWhen *** they simply replace it???
Final Business Response /* (4000, 9, 2015/06/30) */
Dear MsThomas,
If Mr*** has any questions, please advise him to contact Ms*** at XXX-XXX-XXXX extfor assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not have a working dishwasher or a check for a replacement yet

Complaint: ***I am rejecting this response because: This home is years old and I'm sure we will have many preexisting issues that we have no way of knowing about, the whole point of getting a home warranty is to help with those unforeseen issuesI would like other buyers to understand what they are actually buying and that Old Republic does not stand behind there home warranty'sAlso I only had the warranty for approximately a month and I did not receive a full refund after all their so called fees and charges, Nor was the service at any point satisfactorySincerely,*** ***

Complaint: ***I am rejecting this response because:
I am getting the invoice for Old Republic to process the reimbursement of the repair cost
Sincerely,*** **

Initial Business Response /* (1000, 5, 2015/06/04) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the air conditioner; please advise Ms*** to provide me a legible copy of the invoice for the replacement of her condenser for my review
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
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, 7, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I wanted to clarify my response being no because their response did not state that they would reimburse out of pocket expenseI didn't want the claim closed until their check is received in handUpdate as of 6/15/- Old Republic has called us and they are issuing a check for the a/c repair that was doneThank you for your tremendous help to resolve this matterOnce we get the check, I will advise Revdex.com that the case is closedThank you, thank you, thank you!!!!! As a consumer...I definitely feel supported and protected by the Revdex.com!!!!!
Final Business Response /* (4000, 9, 2015/06/17) */
Ms***,
Please inform Ms*** the check for $1,was mailed today
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/05/22) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the refrigerator; I have reviewed the file and the diagnosis from Battens ApplianceBased on my review, please advise Ms*** to provide me a
legible copy of the invoice for her new refrigerator, and mail it to:
Old Republic Home Protection
POBox
San Ramon, CA XXXXX
Attn: *** ***
Also, please advise her to reference Plan #XXXXXXXX on the invoiceI will review the information and contact her within ten days of receipt
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not honor their own policyTheir customer
service people were very rude and did not try to
help in any wayI am customer service and I know
my first job is to take care of the customerThey
failedThe new refrigerator was $on sale and the ice maker was $and the ice maker supply hose was $11.49, a total of $I purchased a yr Extended protection warranty for $making my purchase $I used my employee discount and only paid $( saved $208.05)I was without a refrigerator for two days and lost over a $worth of food
Final Business Response /* (4000, 9, 2015/05/29) */
Dear Ms***,
Regarding replacement of the refrigerator; as previously requested, please advise Ms*** to provide me a legible copy of the purchase invoice for the refrigerator for my review
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2015/06/04) */
Old Republic has agreed to reimburse me for my refrigeratorI thank you and them for your helpI am satisfied*** M ***
________________________________________

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the garage door opener, and Mr*** request for reimbursement for repairs completed by an Out-Of-Network Contractor (OONC); 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
Although the Plan does not provide reimbursement for service completed by an OONC without our prior authorization, as a result of the circumstances that occurred, please advise Mr*** to mail me a copy of the diagnosis and invoice, for my review, to the address below
Old Republic Home Protection
*** *** *** *** *** ** *** *** *** ***
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

RE: Plan # *** Dear Revdex.com, Regarding the denial of coverage for the bathroom sink faucet, and Mr*** request to waive the *** *** Fee; on behalf of *** *** *** *** (***) and its employees, please extend our sincere apologies for the
circumstances outlined in Mr*** letter ***, 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 *** and our Plan Holder I assure you, *** 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. After my review of the file, *** has agreed to dispatch *** *** to service Mr*** bathroom faucet*** *** will contact Mr*** to schedule an appointmentIf Mr*** has any questions regarding his appointment, please advise him to contact *** *** at ***. In addition, as a result of the circumstances that occurred, and strictly as a matter of goodwill, *** has agreed to honor Mr*** request to waive the *** *** Fee *** appreciates Mr*** taking the time to provide his opinion and perspective of his service experience, which in turn, provides *** the opportunity to improve the service we provide to our customers Best regards, *** ***Manager, Plan Compliance *** *** Home Protection

Plan ***
Dear Revdex.com,
Regarding the service request for the range, and *** *** request to cancel the Plan; I have reviewed the file that indicates my associate, *** ***, Call Center Supervisor, has reviewed the file and will be contacting *** *** to advise him that Old
Republic Home Protection will dispatch a different network Service Provider to diagnose his range
If *** *** has any questions, please advise him to contact *** *** at *** Ext***
ORHP values *** *** as a customer, and we hope that he realizes the value of the Plan and the many benefits it providesIf *** *** still wishes to cancel the Plan, please advise him to email his request to me at ***, and I will process the Plan cancellation in accordance with the terms and conditions of cancellation outlined on page of the Plan
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Complaint: ***I am rejecting this response because: It started in July the last provider to come to my house He has not put anything in it is not working he has not put in blower. He came and said I had to get a electrician and could not put in the blower( that took him almost weeks to file report and never directly contacted me ) I am still trying to contact an electrician to move wires he has been aware of since the beginning of the service requestSo until I can get a electrician I'm seating in the heat ** *** *** *** ** * *** *** *** ** ** *** *** *** *** ** *** *** *** *** *** ** *** *** *** *** ** *** ** *** Sincerely,*** ***