Franks Television

Plan ***
Dear Revdex.com,
Regarding the reimbursement for unauthorized service completed by an Out-Of-Network Contractor (OONC), and *** *** request for information regarding the amount he was reimbursed and why the Trade Call Fee was deducted from the reimbursement;
please advise *** *** that Old Republic Home Protection (ORHP), like other home warranty companies, have pre-negotiated part and labor rates with the network Service Providers which enable us to complete covered repairs below retail costsThis enables us to minimize Plan fee and Trade Call fee (TCF) increases
The amount reimbursed to *** *** reflected the average cost we are charged by network Service Providers in his area for the repair completed by the OONC
With regard to the TCF; the TCF is similar to an insurance deductible which is paid by a Plan Holder at the time of service, or is deducted from a reimbursement for covered repairs completed by an OONC
Please extend our sincere apologies to *** *** for the circumstances outlined in his letterORHP values *** *** as our customer for the past three years, and we hope that he will see the value of the Plan and the many benefits it provides
If *** *** has any questions, please advise him to contact me at *** *** ***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/09/02) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Mr***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement
Based on the information Mr*** provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments
Please advise Mr*** to mail me a copy of his Out-Of-Network Contractors invoice to the following address, for my review
Old Republic Home Protection Co., Inc
P.OBox
San Ramon, CA XXXXX
Attention: *** ***
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, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except the response because they did not say in the response that were going to reimburse me for the Tech that came right over and found the problem with my A/C in less that secrather that month living and sleeping degree tempature inside your homeThis is the same statement made by their professional customer service repthat I could send in the invoiceBut I receive a partial paymentThe tech didn't come over and do a partial job and I certain did not give him a partial paymentHe held up his agreement, I held up my agreement, but there is someone in this matter that did not hold to theirIf I sound upset, I am, because it was approxmonths of living and sleeping in a hot house with small kids and to be told "oh I understand", "I'm so sorry", and we won't cover your payment made to an second opion TechIf I don't receive a reimbursement from Old Republic they can use that money to purchase their customer service reps some heartsI don't expect nothing free and I know business is business but sometime you got to put your feet in someone elses shoes and deviate sometimes
Final Business Response /* (4000, 9, 2015/09/08) */
Ms***,
As expressed in my previous response, we sincerely apologize for the circumstances that occurredPlease assure Mr*** that Old Republic Home Protection will reimburse him in full for any covered repairs, and to please provide me a legible coy of the invoice at his convenience
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/04) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the refrigerator; 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
According to the file, on November 3, 2015, my associate, Mr***, briefly spoke with Mr***, and Mr*** advised him that he'd phone him later to discuss the service request for his refrigeratorPlease advise Mr*** to contact Mr*** at his earliest convenience, at
XXX-XXX-XXXX Ext***, and Mr*** will assist him
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, 2015/11/19) */
I have spoke with their customer service representativeAfter reviewing their standard response that has been the same in over complaints in three years, I just do not have the time to deal with a dollar refrigeratorWe have decided to settle with Old Republic as a buy out is what I think they called it for However, I would like to propose that the contractor who claimed to have replaced the condenser in this appliance be investigated for submitting invoicesI have spoke with county attorney office and there *** be an investigation into this matter
Respectfully,
*** ***
Final Business Response /* (4000, 9, 2015/11/20) */
Ms***,
Please assure Mr*** we appreciate him bring this situation to our attention, and his allegations have been forward to our Contractor Relations Department for review with the Service Provider
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (4000, 9, 2016/01/05) */
Ms***
Revdex.com
RE: Plan # ***
Dear ***,
Regarding the service request for the refrigerator, and the alleged damage caused by the Independent Network Service Provider (***); 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 *** 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
With regard to the alleged damage caused by the ***; my associate, Ms***, Contractor Relations Supervisor, will review Mr.*** file and provide him assistance resolving this situation with the Service ProviderIf Mr.*** has any questions, please advise him to contact Ms*** at 800-*** Ext***, or her manager, Ms*** at Ext*** for assistance
ORHP appreciates Mr.*** taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers
Best regards,
***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (4200, 11, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My follis summarized below:
During the first conversation, the agent from Old Republic Home Protection gave me a phone number of the insurance company, which I was told to contactBut, the phone number is not avaiable in my area
During the second conversation, the agent gave me another phone number, which turned out to be an auto insurance companyBut, the complaint I filed is about home service
When I talked with Old Republic for the third time, the agent gave me a simply answer: they can do nothing
Bottom line: stay away from Old Republic if you want to have a good life
Final Business Response /* (4000, 17, 2016/01/12) */
***,
It is unclear to me what Mr.*** is referring to so I will email him a copy of the General Liability Certificate which will list the information needed to file a claimIf Mr.*** has any further questions, please advise him to contact the Contractor Relations Manager, Ms.*** at 800-*** Ext ***
thank you
***
Plan Compliance Manager
Final Consumer Response /* (4200, 20, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear ***,
Please kindly be advised that I already submitted my response last nightAll I want to repeat is that it is the responsibility of Old Republic to compensate for the damage because the technician is contracted with Old Republic and he came to my house fully due to Old Republic's arrangement
Thanks,

Plan ***
Dear Revdex.com,
Regarding the service request for the shower valve; according to the file, the technician from Advanced Plumbing & Rooter diagnosed that the shower handle was broken prior to his arrival at the home, and it had been glued togetherHe advised us that
whoever glued it also compromised the shower cartridgeAs a result, now the cartridge will also need to be replaced, even though there is no failure of the shower cartridge as the result of wear
Since the Plan does not provide coverage for the shower fixtures (i.ethe shower handle), and the damage to the cartridge was not the result of wear, coverage was denied
Please refer to page and of the Plan that states:
“NOT COVERED: Fixtures … “
“We will provide service for covered systems or appliances that malfunction, and are
reported, during the term of the Plan that:
C) Have become inoperable due to wear and use … 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 at the address below
Old Republic Home Protection
*** *** ***
*** *** ** ***
Attn: *** ***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Complaint: ***
I am rejecting this response because: I have already submitted the invoice from *** *** ***, to *** where it says that it was not just improper wiringAnd the main reason that was stated to me from the tech from *** *** *** was that the unit is at least years old and is not working because of the ***If the main reason was improper wiring, then please tell me why the unit worked even when we had moved in, and worked again after the first repair of the fan blower back in December? If the main reason was improper wiring and the wiring was the cause of it not working, then it wouldn't have ever worked in the first place, because nothing has been done with the wiring in the time that we've lived here And it's MRS***, fyiThank you.
Sincerely,
*** ***

Plan ***
Dear Revdex.com,
Regarding the delays completing the repair of the clothes dryer; according to the file there were delays obtaining parts from the supplierOld Republic Home Protection, like other home warranty companies, have no control over the availability of parts which results in delays completing service
Please refer Ms*** to page of the Plan that states:
“GENERAL EXCLUSIONS:
EWe are not responsible for a Service Provider’s neglect or delay; or their failure
to provide service, repair or replacement; nor are we responsible for any delay in
service, or failure to provide service, which may be caused by conditions beyond
our control, such as, but not limited to, parts on order, labor difficulties, or weather.”
Please extend our sincere apologies for the circumstance that occurred
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the toilet and water heater; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms*** letter
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement
According to the file my associate, Ms***, was assigned to review the file and assist Ms*** resolving her service requestIf Ms*** has any questions, please advise her to contact Ms*** at *** *** ***, or her Supervisor, Ms***, at 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

Complaint: ***I am rejecting this response because: I received a letter this past July with them stating they were not responsible for anything or any damage. I'm forwarding it to my attorney and have sent a copy to the Texas state insurance board.Sincerely, *** ***

Initial Business Response /* (1000, 5, 2015/08/21) */
Ms.*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the refrigerator, 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***'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, my associate, Ms***, Call Center Supervisor, spoke with Mr*** on August 20, 2015, and agreed to dispatch Pronto Appliance to re-diagnose the refrigeratorMr*** advised Ms*** that he would be out of town for several weeks, and *** contact her when he's available to schedule the appointmentIf Mr*** has any questions, please advise him to contact Ms*** at XXX-XXX-XXXX Ext***
With regard to the Trade Call Fee; 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."
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
Unfortunately the Independent Network Service Provider that was originally dispatched and serviced the home is not returning our calls or email messagePlease extend our sincere apologies to *** ***As a result we have transferred the service request to another company to provide servicePlease advise *** *** to contact Thermo Works at *** to schedule an appointment if he has not already heard from them
In addition, as a result of the circumstances the Trade Call Fee has been waived
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 refrigerator; 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
I have reviewed the file and ***, the owner of *** advised us that the component necessary to repair the internal freezer door is on order, and will be scheduled for installation once it is receivedIf Mr*** has any questions, please advise him to contact *** at
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
Best regards,
*** ***
Claims Manager
Old Republic Home Protection

RE: Plan # ***
Dear Revdex.com,
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 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 spoken with Mr*** and will follow up to resolve his service requestIf he has any questions, please advise him to contact me at *** *** ***
ORHP values Mr*** being our customer the past four years, and we appreciate him taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers
Best regards,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Plan ***
Dear Revdex.com,
Regarding the service request for the refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies to Mr*** for the delay completing the repair
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
I confirmed with *** *** that the repair of the refrigerator was completed May 23, 2017, and it was operating as designed
If Mr*** has any additional need for service, please advise him to contact our Customer Service Department at *** for immediate assistance
ORHP appreciates Mr*** taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers
Best regards,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/15) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the Kitchenaid oven; I have reviewed the file that indicates my associate, Ms*** spoke with Mr*** and provided him the option of
replacement with the oven he mentioned in his letter; model # KODE500ESS, or a cash settlement of $3,199.70; which represents our cost to purchase and install a Kitchenaid model KODE500ESS
Please advise Mr*** to contact us when he's decided if he prefers the replacement of the oven or a cash settlement
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/10/07) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the oven; 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, my associate, Ms***, has been assigned to follow up and ensure the service request is resolved in a timely mannerIf Mr*** has any questions, please advise him to contact Ms*** at XXX-XXX-XXXX Ext*** for assistance
ORHP appreciates Mr*** taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers
Best regards,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the company's response as they offered to pay for my ovenI want to not that it was only after I filed a complaint with the Revdex.com that the company decided to take some action in this case

I am requesting to be refunded my $for the cost of the policyI am also requesting they re-imburse *** Heating & Cooling for their actual cost for having to cover the work Old Republic should have been responsible for

Complaint: ***I am rejecting this response because:
The insurance company's response did not include how the service provider arrived at the conclusion that this problem is not covered by the policy We are beginning to wonder if the service provider conclusion is being pressured by the insurance company The service provider conclusion cannot be based on a mere guess
Due to the holidays, we haven't had time to contact our expert Once we do, we will be sending his opinion per the insurance company's request
Sincerely,*** ***

Dear *** ***,
I understand *** *** frustration, and we do apologize that based on the Service Provider’s diagnosis, that the Plan does not provide coverageIf in fact the failure is the result of the conduit not being properly secured, this is not a failure of the wiring, but rather, an improper installation of the conduit which has resulted in the noisePlease refer to page of the Plan that outlines that failures, as the result of improper installation, are not covered
Please advise *** *** if she obtains a diagnosis from an Out-Of-Network Contractor that she believes supports that the repair is covered by the Plan, to please submit their diagnosis to me for review and coverage consideration
Sincerely,
*** ***
Plan Compliance Manager

Complaint: ***I am rejecting this response because:Th system blew a week later when using the acThis also coincided with my power bill going up as a resilt of the damageThis was confirmed by the hc expert technician that had to drain the coolant as a resultHe admitted that it was hvac experts fault as they overcharged the system.Sincerely,*** ***