Franks Television

*** ***
Revdex.com
Re: Plan ***
Dear *** ***,
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
According to the file, on September 6, 2016, my associate, *** ***, spoke with *** ***, and will follow up to ensure the service request is resolved in a timely mannerIf *** *** has any questions, please advise him to contact *** *** 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, 2015/09/17) */
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 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 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
According to the file, a new level sensor was ordered for the dishwasher, and once it is delivered to UKH Enterprise Inc, they will schedule an appointment with Ms*** to complete the repairIf Ms*** has any questions, please advise her to contact *** at UKH Enterprises at XXX-XXX-XXXX for assistance
ORHP appreciates Ms*** taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers
Best regards,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
OR manager never contacted us as we requested to talk to the manager, though I was told that we would be contacted by the end of the business day last Tuesday
Also, we still do not have the time frame as when the part will be deliveredSo the answer from the OR is still insufficientThey answered back to Revdex.com but without trying to contact the customer about the situation when the part was ordered, and how long it will take for the part to arrive.Do the customers have to keep calling OR to check? Shouldn't OR people contact the customer to provide detailed information, instead?
Final Business Response /* (4000, 9, 2015/09/22) */
Dear Ms***,
Please extend our apology that a Call Center Manager did not return Ms***'s phone callI assure you, this will be addressed with the appropriate individualsWith regard to the dishwasher; I was advised by Marilyn at UKH Enterprise that there is an appointment with Ms*** to complete the repair todayIf Ms*** has any questions or additional needs for service, please advise her to contact us at XXX-XXX+*** for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The provider was efficientThey called and the next day they replaced the partThe dishwasher started workingThe issue resolved
Thank you,
***

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the microwave oven, and payment of the Trade Call Fee; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in
Mr*** 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
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 Manager
Old Republic Home Protection

Plan ***
Dear Revdex.com,
Regarding the service request for the plumbing repair, and the request from *** *** to renew her Plan; I reviewed the file that indicates when we received the first letter from the Revdex.com (Revdex.com) in January 2017, we advised *** *** that
my associate, *** ***, was assigned to review the file and provide assistanceAccording to the file, *** *** left her a message on two occasions and did not receive a return callThe file also indicates the repair of the shower was completed and *** *** was mailed a check for $on January 31, toward the repair of the sheetrock wall to a rough finish
Please refer to page and of the Plan that states:
“We reserve the right to provide CASH IN LIEU of repair or replacement in the amount of
our actual costPayment will be provided based on our negotiated rates with our Service
Provider and/or Supplier network, which may be less than retail.”
“ACCESS:
AWhen covered heating and plumbing service is performed, access will be provided
through unobstructed walls, ceilings and floors onlyIn that case, we will return
access opening to a rough finish condition (concrete, mud, wire, drywall and tape)
BWe do not cover the restoration of any wall, ceiling, or floor coverings, cabinets,
counter tops, tile, paint, or the like
CWe are not responsible for providing or closing access to covered items, except as
noted above or in Coverage Plan Limits.”
If *** *** has any questions regarding the rough patch coverage, please advise her to contact *** *** (ext***) or me (ext***)
With regard to the Revdex.com letter we received in May when *** *** requested a discounted rate for a renewal Plan regarding her Plan that expired on March 22, 2017; I reviewed the file and my response to the Revdex.com dated May 3, advised *** *** that her Plan was not eligible for a Plan fee discount, and if she had any questions to contact either *** *** (ext***) or her Supervisor *** *** (ext***) to discuss renewal costs and eligibilityPlease advise her to contact *** *** or *** *** if she still wishes to purchase a Plan
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/17) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service requests placed for the gas stove and 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
According to the technician from Axis Appliance, the gas stove was missing a gas line tube, which resulted in the gas leak
Please refer to page of the Plan under General Exclusions Dthat states:
"This Plan does not cover:
DMissing components."
With regard to the water leak; Mr*** advised us that an Out-Of-Network Contractor diagnosed that the pressure regulator had malfunctioned resulting in a crack in his whole house water filterAccording to the Plan, water leaks are only covered in water, drain, gas or vent pipesIn addition, we do not reimburse for service without our prior authorization
Please refer to the Plan under Plumbing Coverage that states:
Covered:
"Water, Drain, Gas or Vent Pipe Leaks or Breaks (including Polybutylene)
Also refer to page of the Plan that states:
"For Service: Place service requests online at www.orhp.com
or call us at X-XXX-XXX-XXXX
We accept service requests hours a day, days a year
We require you to contact us so we *** have the opportunity to select a Service Provider
We will not reimburse you for services performed without our prior authorization
However ORHP has agreed as a gesture of goodwill, to review the invoice for the replacement of the pressure regulatorPlease advise Mr*** to forward me a copy at his convenience for my review
We apologize that the terms and conditions of the Plan did not provide coverage in these situationsWhile the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry
ORHP 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Old Republic Home Protection seems willing to work with me to reimburse over the bad regulator

Dear Revdex.com,
Based on the circumstances outlined in *** ***’s correspondence, as a gesture of goodwill Old Republic Home Protection will waive the collection fee if *** *** pays the past due $Trade Call Fee (TCF)I have noted this in her file so our Accounting Department will process the payment accordingly
Please instruct *** *** to contact our Accounting Department at *** to bring the past due TCF current
Sincerely,
*** ***
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2015/08/26) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Ms***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement
Based on the information 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
According to the file, Greenlife Plumbing was unable to complete the repair of the condensate drain line stoppage, and on August 26, the service request was transferred to Lee's HVACI have left a message for Ms*** advising her that the service request was transferred and that I will follow up to ensure that service is provided in a timely manner
If Ms*** has any questions, please advise her to contact me at XXX-XXX-XXXX Ext
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 /* (2000, 7, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, thank you for having Lee's HVAC call us on 8/25/to schedule a date to repairThe date for repair is 8/31/between 1pm - 5pmI am glad someone is finally coming to repairThank you!
Final Business Response /* (4000, 14, 2015/09/04) */
Dear Ms***,
Please advise Ms*** that due to the circumstances she has related in her letter to the Revdex.com, as a gesture of goodwill, Old Republic Home Protection will refund the $Trade Call Fee, and a check will be mailed to her within the next ten business days
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 16, 2015/09/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your gesture of goodwillIt's greatly appreciated

Initial Business Response /* (1000, 5, 2015/08/14) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Ms***,
Please extend our sincere apology to Mr*** for the delay processing his reimbursementI have reviewed the file and my associate, Mr***, Call Center Manager, is following to
ensure the check is processed and mailed in a timely mannerIf Mr*** has any questions, please advise him to contact Mr*** at XXX-XXX-XXXX ext*** for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/06) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXX
Dear Ms***,
Regarding the service request for the water heater; I reviewed the file that indicates that the service request was placed on November 11, 2015, and that Old Republic Home
Protection (ORHP) advised the Plan Holder, Mr***, that the Independent Network Service Provider (INSP) could service the unit the following day between -pmMr*** declined the appointment and advised us that he would prefer to obtain service from an Out-Of-Network Contractor (OONC)
Mr*** was advised to have the OONC contact us prior to initiating repairs for which reimbursement *** be requested, and to ensure the technician received pre-authorization for covered repairsOur agreement also included that we would only reimburse an amount equal to what we would have paid an INSP to complete the repair
On November 12, 2015, the OONC, Plumbing Masters, contacted ORHP and advised us that the water heater tank was leaking and had to be replaced, and that the tank was under manufacturer warranty so there was no cost for the new water heater tankThe OONC advised that his cost was $for all services rendered, but he was not able to provide a breakdown of the covered services for us to determine service by service, what would be covered, and to what extentWe did know that his cost included labor to install the unit, haul away the old water heater, and the cost for necessary code upgrades was $
Once we received the invoice for services, it was determined the covered portion of the repair was $325, less the $Trade Call FeeA check for $was mailed to the Mrand Mrs*** on November 24,
Please extend our apologies to Mrand Mrs*** that the terms and conditions of the Plan did not provide additional coverageWhile 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 you have any question, please contact me at XXX-XXX-XXXX Ext
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Plan ***
Dear Revdex.com,
Regarding the service request for the water heater; I reviewed the file and according to the network Service Provider, Saxton Residential Services, their technician diagnosed there was a copper and aluminum nipple attached to the top of the water
heater that resulted in ***He also noted that there were two gas lines connected together and the vent stack was too short, both of which do not comply with current code
Based on the terms of the Plan, coverage was deniedPlease refer to page of the Plan that states:
“General LimitationsThis Plan does not cover:
L***.”
Please extend our 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 Ms*** has any additional information she believes should be considered, please advise her to mail it to me at the address below
Old Republic Home Protection
*** *** *** *** *** ** ***
Attn: *** ***
Sincerely,
*** ***
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 Ms***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers and part suppliers to service our Plan HoldersAlthough efforts are made to obtain repair parts in a timely manner, occasionally delays 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 and will follow up with the Independent Network Service Provider to ensure the service request is resolved in a timely manner
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, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We've yet to be contacted by ORHP or their provider about a timeline for repairI will not accept this response until I have had my AC repaired or replaced
Final Business Response /* (4000, 9, 2015/06/02) */
Ms***,
Regarding the service request for the air conditioner; I spoke with *** at Air Medx, and she advised me that she has spoken with Ms***, and an appointment is scheduled for June between 8am and 12pm to complete the repair
If Ms*** has any questions regarding the appointment, please advise her to contact *** at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have had AirMedEx out to fix the problem today, June 3,
Currently, the AC is operationalMy concern is that this is the 5th occasion that someone contracted by ORHP has been out to my home to repair the unitThe repairs have been successful for short time ranging from 48hrs to weeks
I will be curious to see if the repairs performed to day resolve the issue once and for all

Initial Business Response /* (1000, 5, 2015/07/09) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Ms***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement
Based on the information Ms*** provided, I have taken personal responsibility to address the issues outlined with the Service 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 ensure that her service request is resolved in a timely manner
If 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 /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your email
As of the morning of July 10, (approximately 9:15am CST) an Old Republic representative called me to say that *** from Air Fusion had made a thorough diagnosis and had indicated to Old Republic that this situation was "urgent" and should be "expedited." On Friday morning, he had called in the necessary parts to Old RepublicI was told that they would order the parts so *** could pick them up at "Will call" (vshaving them shipped) in with the hope of a quicker installation
On July 13, 2015, *** from Air Fusion called to tell me that he had, on his own accord, checked with Carrier on Friday afternoon, Saturday, and again on Monday morning (July 10, 11, 13), and Carrier had no record of Old Republic ordering a compressor
Because Old Republic has failed to order parts, the installation is delayedWhile an installation *** occur this week, I am very distressed to know that Old Republic only had to expedite the ordering of the compressor, and my family would not be entering our 2nd week of no air conditioning on a day with temperatures of XX-XXX degrees, a situation we found ourselves in only three weeks ago, as well due to Old Republic
There is no service theory under which this is acceptable to our family
Though I remain hopeful for resolution, the delays that are directly attributable to Old Republic are very discouraging
At the request of *** ***, I left a voicemail for *** *** this morning with these details*** is very professional and kind, but the end result is the same
Thank you,
*** ***
Final Business Response /* (4000, 9, 2015/07/14) */
Ms***,
Please extend our apology to Ms*** for this situation, and advise her that Old Republic Home Protection ordered the equipment as a priority order on Friday July 10, and as a "Will Call" ;meaning that when the equipment was ready for pick up at the Carrier supplier, that the Service Provider would pick it up himselfcording to Carrier, due to the high demand for equipment, the equipment was not ready for pick up until Monday, July 13th
According to the file, my associate, Mr***, will follow up to ensure the equipment is installed in a timely mannerPlease advise Ms*** if she has any questions to please contact Mr*** at ext
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/10/06) */
Ms***
Revdex.com
RE: Plan # XXXXXXXX
Dear MsThomas,
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 Providers and individuals involved, ensuring they understand the result of their actions and comments
I have reviewed the file and according to Mr***, Call Center Manager, the service request has been assigned to Mr***, Call Center Supervisor, to follow up and ensure the service request is resolved in a timely mannerIf Mr*** has any questions, please advise him to contact Mr*** at XXX-XXX-XXXX Ext***, or Mr*** 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

Complaint: ***I am rejecting this response because: Old Ripoff, has sent three of their best qualified repairmen, and replaced many components. My microwave/convection oven has not worked since May Now they want me to select another repairman to further evaluate my ovenI'm tired of this nonsenseI'll see them in court.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/01/26) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the furnace filter; 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
I have reviewed the file that indicates AGS Services has been re-dispatched to Mr***'s home to install the furnace filters located in his atticIf 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, 2016/02/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The rep came to my house today to replace the air conditioning filterAccording to him there is only one filter present so I hope that's trueThank you for your efforts and I hope I don't have issues with your service people in the future

Plan *** Dear Revdex.com, Please advise *** *** that I reviewed the file and have agreed to a waive the Trade Call Fee Sincerely, *** ***Plan Compliance Manager

Complaint: ***I am rejecting this response because:
A format response referring me to my contract did not address my requestThis business thinks this is a gameIt's obvious they just hope I go away.I hope the Revdex.com downgrades their evading my simple request for a refund for both myself and ***
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Old republic has the repair order where they drained the coolantThey told me they drained it because it they added too much on a prior visit and thus caused the capicitor to breakI used their vend or under their warrantyIt is there responsibility since the problems are easily traced to their contractorAll they had to pay was dollars and I had to pay This is disproportionate to what a warrant should provide.Sincerely,*** ***

Complaint: ***I am rejecting this response because:
The dishwasher was over years old, and having a fork fall (if it actually did) - could have been due to the mechanical state of the dw
Both my tenants (who I trust) have indicated that no utensil has fallen
I disagree with the assessment of the company you sent
I have paid the $call fee since I guess this is in your contract, even though the service call was worthlessPlease stop your credit collection from sending me letters for an additional $as that is ridiculous, and I will not be paying it
I am holding to my position that ORHP should cover the cost of dishwasher and installation at $
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
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
According to the file, the Service Provider diagnosed that the compressor located inside the condenser had failed and required replacementThe file also indicates that on July 10, 2017, my associate, *** ***, Customer Service Supervisor, spoke with *** ***, and will follow up to ensure the service request is resolved in a timely mannerIf *** *** has any questions, please advise her to contact *** *** at *** *** *** for assistance
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