Franks Television

Dear Revdex.com,
According to the file, my associate, *** *** has spoken with *** *** and will follow up to resolve this in a timely mannerIf *** *** has any questions, please advise him to contact *** *** at *** Ext*** for assistance
Sincerely,
*** ***
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2015/07/06) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the clothes washer and dryer; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Ms***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement
Based on the information Ms*** 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, Mr*** has spoken with Ms***and will follow up to resolve her service request in a timely mannerIf Ms*** has any questions, please advise her to contact Mr*** at XXX-XXX-XXXX extfor assistance
ORHP appreciates Ms*** taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers
Best regards,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive a call, on July 2, from LyndellI do not know if this is the MrMcKenzie referred to aboveHe did apologize, took full responsibility and stated that they would replace my washer and dryer, with one of equal value or similar optionsOn July 3, I called to discuss my opinion of the replacement washer and dryer I was offeredI was then given the option of them issuing me a check, for a certain dollar amount, in lieu of them sending replacementsI chose to take the money and replace them myselfI have been told that it will take 12-business days for a check to be issuedI am still waiting on the checkIf they follow through with their promisesI will be satisfied
Thank you so much for your help in resolving this matter
*** ***

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the air conditioning; 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 and part suppliers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers, and to utilize part suppliers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement
According to the file, my associate, *** ***, was assigned to review the file and has left *** *** a message to discuss his service request. Please advise *** *** to contact *** *** at *** *** *** at his convenience.
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: it cost me out of my pocket about $to get my own second opinion to check for a leak and diagnose the ACMy technician came and pressurized the AC, and added 7lbs of freon to itWhich in total cost me about $I'd like old republic to pay me for the damage financially it has cost meBecause they asked me to get my own technician before they send there second opinionBut when they saw my claim on Revdex.com they panicked and sent a second opinion, but unfortunately it was too late, I had already paid my technician
thanksSincerely,*** ***

Plan ***
Dear Revdex.com,
Regarding the denial of coverage for the refrigerator; the file indicates that Old Republic Home Protection (ORHP) was advised by the Plan Holder that the refrigerator was leaking water when they moved in to the homePlease refer to 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 *** that the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the stove and microwave oven; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mrs*** 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 Mrs*** provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments
According to the file my associate Ms*** has spoken with Mrs***, and she will follow up to ensure the service request is resolved in a timely mannerIf Mrs*** has any questions, please advise her to contact Ms*** at *** *** *** for assistance.
ORHP appreciates Mrs*** 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,
Please advise *** that our previous response outlines the denial of coverage in accordance with the terms of the Plan
Should *** believe this claim has been wrongfully denied, in whole or in part, he may request further by calling **Owen at *** Ext***, or contacting the California Department of Insurance:
*** ** *** *** ** *** *** *** *** *** *** *** ** *** *** *** *** *** *** ***
Sincerely,
*** ***
Plan Compliance Manager

Initial Business Response /* (1000, 6, 2015/06/12) */
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
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 individuals involved, ensuring they understand the result of their actions and comments
I have reviewed the file and my associate, Ms*** will contact Mr*** 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,
*** ***
Claims Manager
Old Republic Home Protection

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the clothes dryer and the delay obtaining the repair component; 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 and part suppliers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers, and to utilize part suppliers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement
According to the file, my associate, Ms***, was assigned to review the service request and will follow up to ensure the repair is completed in a timely mannerIf Ms*** has any questions, please advise her to contact Ms*** at *** *** *** for assistance
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund the Trade Call FeeMs*** should receive the check within days
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

*** *** ***Revdex.comRE: *** * ***Dear *** ***, Regarding the service request for the toilet; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in *** *** letterORHP, 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 HolderI 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.After my review of the file, I spoke with *** *** and he has agreed to accept the Plan limit of $toward the replacement of his toiletI have processed the check, and *** should receive the check within daysIf *** has any questions, please advise him to contact me 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 customersBest regards, *** *** *** ***Old Republic Home Protection

Dear Revdex.com,
Please extend our apologies for the circumstances related in *** *** letterI will advise the staff not to attempt to contact *** ***
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 denial of coverage for the pool equipment; I have reviewed the file that indicates the Standard Plan took effect on June 8, 2015; no optional coverage was ordered or
purchasedOn June 22, 2015, Ms*** called Old Republic Home Protection and added the pool equipment optionOn June 23, 2015, Ms*** placed a request for service for her pool filter and pool heater, and indicated she was aware of problems with the pool equipment prior to her adding the coverage
Please refer to page of the Plan that states:
"Pre-existing conditions are not covered."
If Ms*** has any questions regarding coverage, please advise her to contact me at XXX-XXX-XXXX ext
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Clearly you need to talk to your accounting deptYes, there was pool coverage in place on June 8th
Final Business Response /* (4000, 15, 2015/07/16) */
Dear Ms***,
Please advise Ms*** the check was mailed on July 8, to her home addressIf she still has not received the check, please advise her to contact our Accounting Department at
XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 17, 2015/07/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the check

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

Initial Business Response /* (1000, 7, 2016/01/20) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
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 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
According to the file, on January 19, 2016, my associate Ms***, agreed as a matter of goodwill to honor Mr***'s 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 Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 9, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/16) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the microwave oven; 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
According to the file, my associate, Ms***, 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 Ms*** at XXX-XXX-XXXX extfor assistance
ORHP appreciates Ms*** taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers
Best regards,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/07/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After nearly months of being broken and trips to our house by the service technician, our microwave is finally fixedHowever, my original complaint is unchangedOld Republic spent well over $on replacement parts, plus whatever costs were associated with the labor of repeated tripsI find this to be very inefficient and expensive for them, and frustratingly slow for my familyIf they had merely cut their losses after (or even or 3) failed attempts at fixing it, time and money could have been savedThe cost of even the most expensive microwave (which we certainly wouldn't have needed) would have been less than what was spent fixing ours
Yes, my microwave is fixed finally, but not because O.Rpulled any strings or did anything differently to expedite things after I complained to them or the Revdex.comI am pleased that it is (currently) in working order, but not with the overall experience or service

Initial Business Response /* (1000, 5, 2015/12/03) */
Plan XXXXXXXX
Dear Ms***,
We understand that Ms*** is dissatisfied with our decision to not renew her Plan
In reviewing the coverage we've offered over the last year, we received $for the Plan fee, and paid out almost
$1,in service cost, for a loss ratio in excess of 200%For that reason, we have made the decision to not offer renewal
We apologize for any inconvenience this *** cause Ms***
In the event Ms*** wishes to maintain her home warranty coverage, she *** 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
Please be aware that we suggest that she renews with another company prior to her Old Republic Home Protection Plan expiration to reduce the potential of an increased rate or a lapse in coverage
While our goal as an organization is to serve others with a "People Helping People" philosophy, we hope Ms*** can understand our position, and am sincerely sorry that we cannot offer a renewal for this home going forward
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still think that Old Republic has bad customer service
Yes, I received a letter from Old Republic, but there was no explanation why my plan was not eligible for the renewalI talked to the representative on the phone and I still was not provided the explanation about the reasonWhy do I have to contact Revdex.com to know the reason??
People buy Home Warranty plans to use the plan when needed
He said that "In reviewing the coverage we've offered over the last year, we received $for the Plan fee, and paid out almost $1,in service cost, for a loss ratio in excess of 200%"
When the plan was purchased I was not informed about any limitations that he is talking about above
*** ***
Final Business Response /* (4000, 9, 2015/12/07) */
Dear Ms***,
Please extend our apologies to Ms*** that we are unable to renew her Plan at this time, as outlined in the letter mailed to her
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Complaint: ***I am rejecting this response because: there has been no evidence submitted to me to prove that this Pool Company was at my residenceThe guy from *** *** *** indicated that he would call when he was at my house as well as leave info, which he never did either. My husband and I both called *** *** *** at least times leaving voicemails to discuss the diagnosis and outcome, but the voicemails were never returnedThen once ORHP was notified of the issue, they also tried to contact *** *** *** on numerous occasions leaving voicemailsAs a plan holder, I do not feel that I am being treated fairlyThis has cost ORHP my business as I have chosen to not renew my plan due to the service I am and have been receivingI have paid my trade call fee for this terrible non-accredited *** *** *** service dispatch, but still request it be refunded because this is not rightAs a person in the customer service industry myself, the motto is and always will be "the customer is always right"I have never asked for a waiver of my trade call fee before and have always paid themI'm sure being the large company that you are, you can spare $and try to view the situation from your plan holder's perspective this one time
Sincerely,*** ***

Complaint: ***I am rejecting this response because: I spoke with old republic and they where not will to work with me at all with this situation and now they came back and said after two weeks they could have fixed my unit because they had done their researchThat research should have been done on the front endI have already had to have my outside unit replaced because and when that was replaced my air still did not work right so I had to replace the inside coil that their guy put in because it was not big enough to cool the house and we could not re use the old coil that nothing was wrong with because their technician that came out cut a bunch of the copper and made it unusableI feel I should be reimbursed for having to replace my inside coil as well as having to take more time off of work because of their technicians not knowing what they where doing.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, Sloan Sawyer

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the ice maker; 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
I have reviewed the file that indicates my associate, Ms***, has been assigned to review the service request and will follow up to ensure the repair of the ice maker is completed in a timely mannerIf Mr*** has any questions, please advise him to contact Ms*** 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