Franks Television

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.
Mr*** was very apologetic and got my claim handled promptly after talking with me The new microwave was delivered this morning and I have contacted him to arrange to have one of their network installer scheduled to put it in I feel he will ensure that too happens in a reasonable time frame
Sincerely, *** ***

Complaint: ***I am rejecting this response because: The contractor was at my house on 06/29/While I understand Tuesday was a holiday, however Temecula gets really warm these days and we do not have a proper working AC. I am very concerned about the safety of our AC system due to the water leakage on electrical equipment (Furnace), and the AC does not cool the upstairs at all due to this leak*** from ORHP has reached out to me but did not have any good news because he can't get a hold of the contractor he sent outI had different contractor came out that I found from yelp and google that had very impressive ratingsBoth of those companies recommended the system to be changed, however ORHP is rejecting the costThey dispatched a "network" contractor that was bad mouthing ORHP when I called them to set the appointmentI was told that setpoint (the contractor) will call me to set up an appointmentWhen I called them they had no idea regarding this work order and the lady stated " this is what ORHP does all the time and it's frustrating that they just tell customers that we will call them"I am very concerned and disappointed about ORHP's lack of urgencyit has now been about weeks maybe more that I am going back and forth with them and the amount of stress they have caused to me and my family is insaneall of this just because of not wanting to spend $instead of the $they said they will coverthe amount of money they charge customers each and every day, I am sure is much much than a $AC system replacementMy plan was to renew my plan with them after the 1st year was up but now they have changed my mind if they don't fix thisSincerely,*** ***

Dear Revdex.com,
Please advise Ms*** to provide me a copy of the home inspection for my review, and mail it to the address below
Old Republic Home Protection
*** *** *** *** *** ** ***
Attn: *** ***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

RE: Plan # *** Dear Revdex.com, 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*** 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 As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Mr*** request 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, *** ***Plan Compliance ManagerOld Republic Home Protection

Complaint: ***I am rejecting this response because: I have not received the promised phone call, in fact I called and left a message at the number given in the response, and did not receive a return call I last left a message at 11:am CDT on Friday 08/ That left the entire work day Pacific time for a response.Sincerely,*** ***

Complaint: ***I am rejecting this response because: his insulting me as he talking to me as I am a female so try to process mycsncrkstion rewuest as wood as possible as I do not wanna deal with this people any more This is the worse experience in my life . Sincerely,*** ***

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in *** *** letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement
The file indicates that ***, the owner of Air, advised us that they have repaired the air conditioner and it is cooling as designedIf Mr*** believes that the air conditioner is not operating properly, please advise him to contact our Customer Department at *** for assistanceORHP will dispatch a Service Provider to diagnose the air conditioner
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund the Trade Call FeePlease advise Mr*** he should receive the check within days
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 Business Response /* (1000, 5, 2015/08/21) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Ms***,
Regarding the service request for the air conditioner; after further review of the file, a conversation with AGS Services, and the Plan Holder, Old Republic Home Protection (ORHP) has
agreed to provide coverage for the air conditionerI spoke with Mr*** and advised him that ORHP will contact him next week to discuss the next steps to resolve his service request
If Mr*** has any questions, please advise him to contact me at XX-XXX-XXXX Ext***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are still waiting for repairs to be doneOur original call was on 8/13/15, it is now 8/28/and no repairs have been done and for weeks my family has been dealing with temps of XX-XXX degrees in our home
We received a call from Customer Service stating this is going to cost us $1,out of pocket for us
We also feel the repair person they sent out to us AGS Services is unprofessional and we worry about his credibilityTwo times now he has come to our home at 10pm to do work and he has made comments about not liking the "big, time consuming jobs"
I will be contacting Mr*** to follow up and will respond/close this complaint once the work is finally completed
Final Business Response /* (4000, 9, 2015/08/31) */
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
According to the file, AGS will pick up the equipment and contact Mr*** to schedule an appointment to complete the installationIf Mr*** has any questions, please advise him to contact Al at AGS (XXX-XXX-XXXX) 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
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Plan ***
Dear Revdex.com,
As stated previously, please extend our apologies that we are unable to renew Ms*** Plan
Sincelrfey,
*** ***
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2015/07/24) */
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 two yearsUpon review of his 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, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I deserve the reason for not renewal and they should have sent me this in writingHow do they expect me to keep up with renewal dates-this is an act of "bad business" policyThey have the nerve to cancel after a few claitherefore, they are in the business to insure you until you make a claim and then drop you! They sent out a refrigerator repair man who dented my year old expensive LG French door unit ($2,400-retail) and I had lots of issues until they fixed the door and still not like prior when they cameIf this was the reason for non-renewal, this is fraudulent business to take money and drop you if you make any claims!!
Final Business Response /* (4000, 9, 2015/08/03) */
Ms***,
As expressed in our previous response, please extend our sincere apologies for any inconvenience to Mr***If he wishes to obtain a home warranty, we suggest he contact the National Home Warranty Association website at homeservicecontract.org for a list of reputable companies
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a reasonable response!! If an insurance company of any kind decided to drop a customer after a few small claims, I understand it is their choice; however, it does need to be in writing that they will not renew the contract and state the reasonThis company signs home owners up for home warranties then drops them as soon as they make claims-that doesn't sound like a company that should stay in business, similar to health insurance to drop a patient after they become illTHis is not how to run a business- BUYER BEWARE!!!

Dear *** ***,
Regarding the water heater installation, and *** *** belief that a network Service Provider had previously replaced the supply lines; I have reviewed the file and spoken with the previous Service Providers that have serviced the water heater, and there is no evidence that supports any of them replaced the supply linesIf *** *** has additional information he believes should be considered, please advise him to provide it to me for review
In view of this situation, as a gesture of goodwill, I have waived the $Trade Call Fee
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Plan ***
Dear Revdex.com,
Regarding the service request for the microwave oven; I reviewed the file that indicates when Mr*** placed a service request on June 28, 2017, he advised us that the microwave oven had never operated properly for him after the Plan went into effect
on June 9,
Please refer too page of the Plan that states:
“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.”
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 any additional information he believes should be considered, please advise him to forward it to me for review at the address below
Old Republic Home Protection
*** *** *** *** *** ** ***
Attn: *** ***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 8, 2015/06/12) */
Ms***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the eligibility of Mr*** to renew his Plan; I have reviewed the file and have agreed to allow Mr*** the opportunity to renew his Plan if he wishes to do soOld
Republic Home Protection appreciates that Mr*** has been our customer for the past three years
My associate, Ms*** will be contacting Mr*** within the next few days to discuss renewal
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

*** ***
Revdex.com
Plan ***
Dear *** ***,
Regarding the service request for the electrical system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in *** *** letter
According to the diagnosis by Innovative Trades LLC, the electrical wiring for the air conditioner is vibrating in the ceiling when the air conditioner is operating, as the result of either the wiring being installed too close to pipes in the ceiling, or the conduit is not strapped down adequately to prevent the vibrations from occurring while electrical current is flowing through the wiresUnfortunately, there is no failure of the wiring and as a result, the Plan does not provide coverage for a repairThe electrician suggested to re-run the wiring in encased conduit to eliminate the vibration from occurring
If *** *** has additional information she believes should be s considered, please advise her to forward it to me at the address below, for my review and coverage consideration
Old Republic Home Protection
*** *** ***
*** *** ** ***
Attn: *** ***
Best regards,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Complaint: ***I am rejecting this response because:Sincerely,***
After reading the Old Republic Home Protection Brochure, you might consider purchasing itThe ORHP brochure states, that if your covered appliance fails, that they will dispatch a qualified repair professional in a timely fashionThat they will repair or replace the broken appliance. This would give the average consumer peace of mind. What the brochure didn’t say is that ORHP will fumble your call for a repair for a couple of weeks, and then send a repairman who knows as much about repairing your appliance as your toddler doesThey will wait a couple more weeks and then send another repairman who knows as much about repairing your appliance as a second grader doesThen finally send a repairman who knows a littleHe attempted to repair it by replacing several components, over several weeks, no help!!! He said he would suggest that ORHP replace the applianceI have been without a working microwave/convection oven for THREE MONTHS!!! I would think most people would classify a microwave/convection oven as an essential kitchen applianceNow ORHP suggests I find my own repairman and after reviewing his findings they might pay for itNow I ask you, would you like to buy an ORHP policy ?

Initial Business Response /* (1000, 5, 2015/10/27) */
Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the ice and water dispenser on the refrigerator; I have reviewed the file and my associate, Ms*** Call Center Supervisor, has assigned Ms*** to review the file
and contact Mr*** to discuss a resolution for his service request
Please advise Mr*** to contact Ms*** at XXX-XXX-XXXX Ext*** or Ms*** at
XXX-XXX-XXXX Ext*** for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/27) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service requests placed for the plumbing stoppage and 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 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 Mr***'s request to waive the Trade Call Fee for the service request placed on December 6, for the plumbing stoppage
As for the service request placed on February 18, for the water leak below the master bathroom; I have reviewed the file that indicates the plumber dispatched by ORHP repaired the leak by replacing the waste and overflow gasket in the bathtub
Please refer to page of the Plan that states:
"You are responsible to pay a TRADE (SERVICE) CALL FEE (TCF) when the Service Provider
arrives at your homeThe TCF (or the actual cost of service, whichever is less) is due for each dispatched service request by trade (plumbing, electrical, appliance, heating/air conditioning, etc.)Service work is guaranteed for daysThe TCF is due whether service is covered or deniedEssentially, when we incur a cost of service, you are responsible for a TCF."
In accordance with the terms and conditions of the Plan, please advise Mr*** to remit the past due Trade Call Fee at his earliest convenience
If Mr*** has any questions, please advise him to contact me at XXX-XXX-XXXX Ext***
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 /* (2000, 7, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company waived of the Trade Call Fees and some collection charges associated with itI still had to pay $in the end, which is fine as the request was handled very well by *** *** at ORHP

Complaint: ***I am rejecting this response because:no way for me to deal again with rodness , carelessness of the staff ,It did cost me a lot of money to buy fresh food on daily bases to support my kids which I will never pay that much if I have the fridge working so now I wanna cancel my policy with refund and also sharing the extra cost of not having the fridge working for almost days . 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 me. I now have Air Conditioning that is functioning after month with NO AC in the Houston weather. I would suggest that the business ORHP create a procedure to ensure all customers have air conditioning within days following their complaint. Although this business is located in California, many people die on the gulf coast in hot humid areas during heat waives. Sincerely, *** ***

Initial Business Response /* (1000, 5, 2015/11/10) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the water heater; 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 Providers and individuals involved, ensuring they understand the result of their actions and comments
I have reviewed the file and although the Plan does not reimburse for service without our prior authorization, strictly as a matter of goodwill, please advise Mr*** to provide me a copy of the diagnosis and invoice from the Out-Of-Network Contractor that completed the repair, for my reviewThe address to submit the information is:
Old Republic Home Protection
P.OBox
San Ramon, CA XXXXX
Attn: *** ***
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, 7, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you *** for taking a moment to review my complaintAs you will see in my records the hot water heater was serviced last ***By one of your contractors and I was informed that it was merely a bandaid as it was the original water heater to the homeAnd it had to be repaired before my insurance would consider a replacementThe sediment had built up around the heating elementJust as reported by your technician, this was the case again this year but now the element could not be replaced as the tank was badI submitted the invoice to your reimbursement department to help expedite the case as directedplease review you will see there is nothing illegitimate about the service provided or the cost associated with itThank you again as I'm hopeful you can restore my faith in old republic
Final Business Response /* (4000, 9, 2015/11/16) */
Dear Ms***,
Please advise Mr*** that once I receive the invoice for the replacement of the water heater, I will respond to him within daysIf he has any questions, he can contact me at
XXX-XXX-XXXX Ext***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection