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Franks Television Reviews (1162)

Hi ***,The amount of the warranty that pervious homeowners bought for us was instead of 525.00Thank you for your help and time.*** ***

We replied back but email did not go throughThe dishwasher did workIt was inspected by the home inspector before moving in.I had opened the dishwasher when I moved in and no waterWhen I went to load there was water standing in dishwasher and running on hardwood floorsAfter Old Republic declined to come out because I had not used dishwasher, I got another company to come outYou do not leave water to ruin hardwood floorsThis is an emergency situation.I request Old Republic to pay for the repair for dishwasher when work is completed and I can forward invoice to themTwo employees I reached out to told me it would not cover dishwasher because I had not used itExample: So if I came in on March 15, effective date of warranty and my heat would not come on, they would not come out because (I) had not used it, but had a home inspector check it and said unit was working.That does not seem like a warranty for new homeowner to me.My request is that they pay for dishwasher repair.Sincerely*** ***

Initial Business Response /* (1000, 5, 2015/06/09) */
Ms***,
Please advise Ms*** to provide me her address and Plan number, and I will review her file and respond
thank you
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7,
2015/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the air conditioner, and *** *** request for a settlement in lieu of repairs; 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
Please advise *** *** I have processed the settlement for the air conditioner service request, and she should receive the check in the amount of $1,within days
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

Plan ***
Dear Revdex.com,
Regarding the service request for the water heater; I have reviewed the file and have agreed to dispatch a different network Service Provider to diagnose the water heaterPlease advise *** *** that * * * *** will contact him to schedule an
appointmentIf he wishes to contact them directly, they can be reached at ***
If *** *** has any questions, please advise him to contact me at *** *** ***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

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 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, *** ***, spoke with *** *** on June 6, 2017, and will follow up to ensure the service request is resolved in a timely mannerIf *** *** has any questions, please advise her to contact *** *** at Ext
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

Initial Business Response /* (1000, 5, 2015/09/29) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the water damage allegedly caused by Clopton Plumbing; 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
With regard to coverage for the water damage; please refer Ms*** to page of the Plan that states:
"DWe do not pay, nor are we liable, for secondary or consequential loss or damage;
personal or property loss or damage; or bodily injury of any kind
EWe are not responsible for a Service Provider's neglect "
According to the file, Ms*** was mailed a letter from ORHP on August 28, 2015, outlining the steps to resolve the alleged damage with Clopton Plumbing
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

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the air conditioner 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
*** *** 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 *** *** 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 *** *** request to waive the Trade Call Fee
ORHP values *** *** as our customer, and we hope that she still sees the value of the Plan and the many benefits it providesHowever, if she still wishes to cancel her Plan, please advise her to provide me a written request, and email it to ***, or she can mail it to the address belowThe coverage will be cancelled in accordance with the cancellation process outlined on page of the Plan
Old Republic Home Protection
*** *** *** *** *** ** ***
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

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
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 spoke with *** *** and he agreed to allow ORHP to dispatch a network Service Provider to diagnose the air conditionerThe service request was dispatched to Setpoint Mechanical
(***), and they will contact *** *** to schedule an appointment
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

RE: Plan # *** Dear Mr*** 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*** 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***, has been assigned to review the file and provide assistance to Ms***. Please advise Ms*** to contact Ms*** at 800-*** *** ***, or her Supervisor, MsDolley at Ext *** 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 ManagerOld Republic Home Protection

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 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, my associate, Mr***, and Ms***, Call Center Supervisor, are reviewing the file and will ensure the service request is resolved in a timely mannerIf Ms*** has any questions, please advise her to contact Mr*** at XXX-XXX-XXXX Ext***, or 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
Initial Consumer Rebuttal /* (2000, 7, 2015/11/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Old Republic offered me the choice of a new refrigerator or a cash outI have made the decision to take the cash out because the refrigerator offer was not satisfactoryIf I receive the funds as promised I will be satisfiedI would like to add as a side note that after the last repair the ice maker no longer dispenses ice
Thank you,
***

Plan ***
Dear Revdex.com,
Regarding Ms*** request to cancel her Plan retroactive to June 2017; I reviewed the file and the service historyIf Ms*** wishes to cancel her Plan, Old Republic Home Protection will agree to process the cancellation based on the date we received her initial request to cancel her Plan, which was January 3,
However, the Plan indicates the Plan fee was $670, and there has been over $in service costs as of March 7, Based on the terms of cancellation, there would be no Plan fee refund
Please refer Ms*** to page of the Plan under Cancellation that states:
“Cancellation: This Plan is non-cancelable, except for 1) nonpayment of fees; 2) fraud
or misrepresentation of facts material to the Plan or a request for service thereunder; 3)
upon mutual agreement between you and ORHP; or 4) if you harm or threaten the safety or
well-being of ORHP, any employee of ORHP, a Service Provider, or any property of ORHP
or of the Service ProviderIf Plan is cancelled, you shall be entitled to a pro-rata refund of
the paid Plan fee for the unexpired term less service cost incurred and a $processing
feeIf a refund calculation results in you owing us for services rendered, we will bill you the
net amount due or the unpaid Plan Contract fee, whichever is less.”
If Ms*** still wishes to cancel her Plan, please advise her to provide a written request to the address below, fax the request to 8***, or email her request to ***, and the Plan will be cancelled effective January 3, in accordance with the terms of cancellation
Old Republic Home Protection
*** *** *** *** *** ** ***
Attn: Cancellations
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

RE:? ? ? ? Plan # ***
?
Dear Revdex.com,
?
Regarding the service request for the well pump and the 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
?
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
?
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund the $Trade Call Fee for the water heater service requestMs*** 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

Plan ***
?
?
Dear Revdex.com,
?
Regarding the service request for the kitchen faucet and Mr*** request for a refund of the Trade Call Fee (TCF); I have reviewed the file and the following is a brief summary
?
07/29/17? ? ? ? ? ? ? ? ? Plan effective
?
10/03/17? ? ? ? ? ? ? ? ? Service request: the kitchen and master bathroom faucets were leaking
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Dispatched: Jay’s Plumbing Service
?
10/06/17? ? ? ? ? ? ? ? ? Status: the plumber diagnosed the kitchen faucet was leaking water and had to be replacedOld Republic Home Protection (ORHP) authorized the replacement of the kitchen faucet with a chrome builder’s standard faucet in accordance with the terms and conditions of the PlanHe diagnosed there was no water leak from the master bathroom faucetThe TCF was not paid at the time of service
?
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? The file indicates ORHP spoke with Mrand Mrs*** and advised them of the diagnosis and the terms of coverage
?
10/09/17? ? ? ? ? ? ? ? ? Mrs*** telephoned ORHP and requested a settlement for the kitchen faucet in lieu of replacementWe advised her that the settlement would be $and she agreed to accept the settlement
?
10/11/17? ? ? ? ? ? ? ? ? The settlement check in the amount of $was mailed to the Plan HolderOur company policy is that we don’t deduct TCF’s from customer settlement checks in the event they have paid the Service Provider directly.?
?
10/18/17? ? ? ? ? ? ? ? ? Invoice regarding TCF was mailed to the Plan Holder
?
10/24/17? ? ? ? ? ? ? ? ? Mrand Mrs*** telephoned ORHP and requested the TCF be waived since the Service Provider did not replace the kitchen faucetORHP advised Mrand Mrs*** that the TCF was still due in accordance with the terms of coverage
?
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 TCFA TCF may be due if you fail to be present at the scheduled
appointment time, if you cancel your request once the Service Provider is in route to your
home, or you request a second opinion of the Service Provider’s diagnosisFailure to pay
the TCF can result in suspension of coverage until such time as the proper fee is paid
At that time, coverage will be reinstated but the term will not be extendedYou will be
responsible for any fees incurred for collection efforts, if requiredWe will not respond to a
new service request until all previous Trade Call Fees are paid.”
?
11/06/17? ? ? ? ? ? ? ? ? ORHP received an email from the Plan Holder requesting ORHP waive the TCF
?
11/21/17? ? ? ? ? ? ? ? ? A letter was mailed to the Plan Holder explaining why the TCF was due in accordance with the terms and conditions of the Plan
?
11/22/17? ? ? ? ? ? ? ? ? Invoice regarding TCF was mailed to the Plan Holder
?
12/27/17? ? ? ? ? ? ? ? ? Invoice regarding TCF was mailed to the Plan Holder
?
02/21/18? ? ? ? ? ? ? ? ? The past due $TCF information was forwarded to the collections department and a $collection fee was added to the amount dueTotal due $
?
03/19/18? ? ? ? ? ? ? ? ? Mrs*** telephoned ORHP to discuss the TCF and her belief that ORHP had waived the TCFMrs*** was advised that the TCF was due and had never been waived
?
03/28/18? ? ? ? ? ? ? ? ? Mrs*** telephoned ORHP and paid the $TCF and the $collection feeThe Plan coverage was reinstated
?
If Mrand Mrs*** have any questions, please advise them to contact me at *** *** ***
?
Sincerely,
?
*** ***
Plan Compliance Manager
Old Republic? Home Protection

Plan ***
?
?
Dear Revdex.com,
?
Regarding the service request for the kitchen refrigerator ice maker, and the pool equipment; I have reviewed the file that indicates on January 3, 2018, my associate Ms***, Customer Support Supervisor, spoke with Ms*** and advised her that since the repair parts for her ice-maker were no longer available, that we would provide her a settlement of $280.78, which represented the estimated cost of a new ice-maker.? ?
?
The file indicates that on January 10, 2018, a check for $was mailed to Ms***
?
With regard to the pool equipment; the file indicates that the repair of the water leak was completed by Crystal Pool Service on August 31, If Ms*** still has a need for service during her Plan term for her pool equipment, please advise her to contact our Customer Service Department at *** to place a service request
?
If Ms*** has any questions, please advise her to contact me at *** Ext***
?
Sincerely,
?
*** ***
Plan Compliance Manager
Old Republic? Home Protection

Complaint: [redacted]I am rejecting this response because:Old republic will not tell us how much they will pay someone to do the work. If we do their job and get someone in our home and call old republic and they don't agree to pay the people we loose $75.00 or have to pay the amount over their set amount. Why cant they let us know before we get someone if it is too much money. No tell them to find someone.Sincerely,[redacted]

RE:      Plan # [redacted]   Dear [redacted], Regarding the delay completing the service request for the dishwasher; on behalf of [redacted]) and its employees, please extend our sincere apologies for the circumstances outlined in Mr. [redacted]...

letter.  [redacted], like other home warranty companies, uses Independent Network Service Providers and part suppliers to service our Plan Holders. Although 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 [redacted] and our Plan Holder.  I assure you, [redacted] 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 February 19, 2018, my associate Ms. [redacted] spoke with Mr. [redacted] and due to the part delay, she offered him a settlement ($637.27) which represented our cost for the dishwasher repair.  The file indicates that Mr. [redacted] declined the settlement and also requested that the Service Provider not complete the repair. As a result, Ms. [redacted] processed the settlement in accordance with the Plan coverage. Mr. [redacted] should receive the check within 20 days.  Please refer to page 7 and 8 of the Plan that states: “We reserve the right to provide CASH IN LIEU of repair or replacement in the amount ofour actual cost. Payment will be provided based on our negotiated rates with our ServiceProvider and/or Supplier network, which may be less than retail. We are not responsiblefor work performed once you accept cash in lieu of service. To ensure continued coverageof the system or appliance for which we provide a cash in lieu settlement, either duringthe current or future term of coverage between you and us, you must provide proof ofrepair or replacement that meets our reasonable satisfaction. You may send proof to[redacted]”     “4. GENERAL EXCLUSIONS: E. … we responsible for any delay in service, or failure to provide service, which may be     caused by conditions beyond caused by conditions beyond our control, such as, but not       limited to, parts on order …”  In addition, as a result of the delay obtaining the repair parts, and strictly as a matter of goodwill, [redacted] has agreed to refund Mr. [redacted] Trade Call Fee.   [redacted] appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides [redacted] the opportunity to improve the service we provide to our customers.  If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at [redacted], or her Supervisor, [redacted], at Ext. [redacted].  Best regards,    [redacted]Plan Compliance Manager [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

RE:      Plan # [redacted]
 
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 for the circumstances outlined in Mr. [redacted] letter.
 
ORHP,...

like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although 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 on March 6, 2018 my associate, Ms. [redacted], spoke with Mrs. [redacted] and is following up to resolve their service request. If Mr. or Mrs. [redacted] have any questions, please advise them to contact Ms. [redacted] at [redacted] for assistance. 
 
ORHP appreciates Mr. [redacted] 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,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

RE:      Plan # [redacted] Dear Revdex.com, Regarding the service request for the plumbing stoppage, and Mr. [redacted] request for reimbursement in the amount of $495 for repairs completed by an Out-Of-Network Contractor ([redacted]); on behalf of [redacted])...

and its employees, please extend our sincere apologies for the circumstances outlined in Mr. [redacted] letter.  [redacted], like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to [redacted] and our Plan Holder.  I assure you, [redacted] 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. Please instruct Mr. [redacted] to mail me a legible copy of the diagnosis and invoice from the [redacted] to the address below for my review.  [redacted]Attn: [redacted] appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides [redacted] the opportunity to improve the service we provide to our customers.  Best regards,    [redacted]Manager, Plan Compliance [redacted]

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Address: 4101 N Lincoln Ave # 1, Chicago, Illinois, United States, 60618-3027

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