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Franks Television Reviews (1162)

Initial Business Response /* (1000, 5, 2015/07/17) */
Ms. [redacted]
Revdex.com
Plan XXXXXXXX
Dear Ms. [redacted],
Please advise Ms. [redacted] that I have forward this to our Accounting Department, and someone will contact her to discuss this situation. If she has any questions, she can contact the...

Accounting Dept. Supervisor, Ms. [redacted], at XX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
someone did contact me, left a general phone number. no one knew who had called me. they said that I received a bill for over $300 because they had to hold onto my check while they waited for the additional $6. when I asked why there was no notation to that affect on the bill, they said they are unable to make notations. this doesn't solve anything. again if I hadn't had kept good records I might have paid that additional monies. everyone I've spoken too has had an attitude. [redacted] be next year i'll switch to another home warranty program.
Final Business Response /* (4000, 9, 2015/07/28) */
Dear Ms. [redacted],
Regarding the response from Ms. [redacted]; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms. [redacted]'s letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve issues 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.
ORHP appreciates Ms. [redacted] 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,
[redacted]
Claims Manager
Old Republic Home Protection

Plan [redacted]
 
Dear Revdex.com,
 
Based on the letter from [redacted], she intends to pay the past due $90. Please advise her to contact our Accounting Department Manager, [redacted], at [redacted]. to bring the account current. We will then contact the collection agency to...

close the file, and no further reporting of this situation will be forward to credit rating agencies.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

RE:      Plan # [redacted]
 
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 [redacted] 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, on September 1, 2017, my associate [redacted], spoke with [redacted] and will follow up to resolve her service request in a timely manner. If [redacted] has any questions, please advise her to contact [redacted] at [redacted] or her Supervisor [redacted] at Ext. [redacted].
 
ORHP appreciates [redacted] 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,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the water heater 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. [redacted] 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. [redacted], has been assigned to review the file and assist Mr. [redacted]. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at [redacted]. 
 
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 ProtectionTell us why here...

RE:      Plan # [redacted]
 
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 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.
 
According to the file my associate, Mr. [redacted], has spoken with Mr. [redacted] and is assisting him with the resolution of his service request. If Mr. [redacted] has any questions, please advise him to contact Mr. [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

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]

Initial Business Response /* (1000, 5, 2015/07/09) */
Ms. [redacted]
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; according to the file, my associate, Ms. Cafferata, spoke with Mr. [redacted] on July 7, 2015, and has dispatched an Independent...

Network Service Provider to diagnose the air conditioner and assigned the follow up of this service request to Ms. [redacted].
If Mr. [redacted] has any questions or concerns, please advise him to contact Ms. [redacted] at
XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
The ORHP are insisting on saying the upstairs unit is working. The upstairs unit is struggling non stop even since the downstairs unit was functioning. I never had a temperature less than 80 degrees upstairs. Now since the downstairs unit needs to be replaced my 2nd floor is 83 degrees most of the day. I'm so disappointed that old republic is just addressing this with just a sweet talk and few known sentences all unfaithful businesses repeat. They are just wasting time until my warranty gets expired to not address the current broken second unit. The Tech at first visit mentioned that it needed repairs or even replacement because it is not outputting enough to cool the house and it is working non-stop.
I'm so dissatisfied with the open-ended answer which contained untrue comments. They need to promise to address the issue they have been denying and not try to get away with it.

Initial Business Response /* (1000, 5, 2015/06/15) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances...

outlined in Mr. and Mrs. [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.
Based on the information Mr. and Mrs. [redacted] 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 will follow up to ensure Mr. and Mrs. [redacted] receives the $250 refund from Reilly's Plumbing in a timely manner.
ORHP appreciates Mr. and Mrs. [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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/28) */
Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the air conditioner; please advise Mr. [redacted] to provide me the written diagnosis and invoice from his Out-Of-Network Contractor for my review. Mr. [redacted] can either email...

the information to me at [redacted]@orhp.com , or mail it to my attention at the following address.
Old Republic Home Protection
P.O. Box 1507
San Ramon, CA XXXXX
If Mr. [redacted] has any questions, please advise him to contact me at XXX-XXX-XXXX Ext [redacted].
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Plan [redacted]
 
 
Dear Revdex.com,
 
According to the file my associate, [redacted], spoke with **. [redacted] at 6 pm (PST) on August 22, 2017 to discuss the status and resolution of the service request. If **. [redacted] has any questions, please advise her to contact [redacted] at [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/10) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioners; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s 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.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to waive the Trade Call Fee for the service request placed on June 23, 2015.
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]
Claims Manager
Old Republic Home Protection

Plan [redacted]
 
Dear Revdex.com,
 
According to the file, on Saturday, July 8, 2017, Mr. [redacted] emailed my associate, Ms. [redacted], an invoice from ARS Rescue Rooter for review. The information was forward to Ms. [redacted] on Monday, July 10, 2017, and she will contact Mr. [redacted] once she has completed her review of the file and information provided. If [redacted] has any questions, please advise him to contact Ms. [redacted] at [redacted].
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Dear [redacted],
 
Please advise Mr. [redacted] that the adding of refrigerant to his system by an Out-of-Network Contractor (OONC) was an unauthorized repair of his air conditioner. As outlined on page 7 of the Plan, Old Republic Home Protection does not reimburse for unauthorized repairs.
 
In addition; the OONC should not have recharged the system with refrigerant if they diagnosed the source of a refrigerant leak, and should have provided Mr. [redacted] an estimate to correctly repair the air conditioner. The file indicates once we received the diagnosis by the OONC, we dispatched another Service Provider to diagnose the air conditioner system.
 
According to the file, on August 31, 2016, we confirmed that the condenser was replaced by a network Service Provider.
 
Should you feel this claim has been wrongfully denied, in whole or in part, you may request further assistance by 1) calling us directly, 2) contacting the Revdex.com, or 3) contacting the California Department of Insurance:
 
[redacted]

Plan [redacted]
 
Dear [redacted],
 
Regarding the ducts, and the installation of the damper; I spoke with [redacted] from Lake Front Air Conditioning, and he confirmed that it was his opinion that the damper was not improperly installed, and that his estimate to remove the damper is $350. He also believes that the diminished air flow is the result of the poor design of the duct system.
 
Although the installation or servicing of a damper is not covered (see page 3 of the Plan), ORHP provided [redacted] $500 (which is the duct Plan limit), to apply toward either the removal of the damper if he wishes to do so, or to correct the poor design of his ducts to allow for better air flow.
 
If [redacted] wishes to obtain the opinion of an Out-Of-Network Contractor (OONC) , I will agree as a gesture of goodwill, to review their diagnosis and recommendation, for coverage consideration.
 
Should [redacted] hire an OONC for their opinion, please advise him to send me their written diagnosis, to the address below and prior to initiating repairs, and I will inform him of coverage.
 
Old Republic Home Protection
[redacted]
 
 
Sincerely,
 
[redacted]
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2016/01/20) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the plumbing stoppage; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'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 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.
I have reviewed the file that indicates ORHP agreed to waive the Trade Call Fee. Please advise Ms. [redacted] I have processed the waiver, and if she has any additional questions, to please contact me at XXX-XXX-XXXX Ext. [redacted]
ORHP appreciates Ms. [redacted] 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,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the response from Old Republic Home Protection. However, I want to be ensured that ORHP will follow through with contacting the collection agency that has been sending me the notices for payment. My concern is that ORHP will process the waiver, but the collection agency will continue to seek payment. Thank you.

[redacted]
Revdex.com
 
 
Re: Plan [redacted]
 
 
Dear [redacted],
 
Regarding the service request for the tankless water heater; I have reviewed the file that indicates the Service Provider diagnosed the circuit board for the tankless water heater failed as the...

result of an electrical strain on the component as the result of a lack of capacity of the existing equipment. In other words, the tankless water heater is undersized for the home. 
 
Please refer to page 8 of the Plan that states:
 
“1. GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
 
A. System or appliance repairs, replacements or upgrades required as a result of:
 
           2. A malfunction due to lack of capacity of the existing system or appliance”
 
Please extend our apologies to [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While 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 [redacted] has any additional information she believes should be considered, please advise her to provide it me for review, and email it to me at [redacted]
 
 
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/17) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
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. [redacted]'s 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.
I have reviewed the file and confirmed that the air conditioner was repaired on July 14, 2015, and is operating as designed.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Ms. [redacted]'s request to waive the Trade Call Fee, and a refund check will be mailed to her within the next ten business days.
ORHP appreciates Ms. [redacted] 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,
[redacted]
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.)

Dear Revdex.com,
 
According to the file, when [redacted] from Redi Rooter called and a spoke with our representative on January 13, 2017, he was authorized to complete the septic pumping, even though the Plan had already met the limit for septic tank pumping on the service request placed in November, 2016. Coverage for the sewer pumping should have been denied on this service request. However, due to the file indicating that [redacted] was authorized to complete the septic pumping, we agreed to reimburse the $300 cost to pump the tank. The file does not reflect he was given authorization for any of the additional repairs required.
 
Please extend our apologies to Mr. [redacted] that we are unable to provide further assistance with coverage for this service request.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/20) */
Ms. [redacted]
Revdex.com
Re: Plan [redacted]
Dear Ms. [redacted],
Regarding the service request for the clothes washer; I have reviewed the file and the following is a brief summary.
01/16/16 Service request: clothes washer is making an...

unusual noise
Dispatched: [redacted]01/17/16 The Plan Holder called Old Republic Home Protection (ORHP) and advised that she has not received a call from the [redacted] to schedule an appointment. ORHP called [redacted] and they advised us that they can provide service the following day.
The Plan Holder was advised of the appointment by the Call Center Supervisor, Ms. [redacted], however, the Plan Holder declined the appointment and requested to cancel the service request and her Plan. Ms. [redacted] transferred the Plan Holder to the Plan cancellation recording that provides the Plan Holder the steps to take to request cancellation.
ORHP values Ms. [redacted] as a customer, and we hope that she would realize the value of the Plan and the many benefits it provides. If Ms. [redacted] still wishes to cancel her Plan, please advise her to mail a written request to the address below, fax the request to [redacted], or email the request to [email protected], and the Plan will be cancelled in accordance with the terms and conditions of the Plan.
Old Republic Home Protection
[redacted]
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The provider advised that someone was suppose to contact me the following, which no on has. The rep advised that they had contacted the services tech and no one has called me for over 72 hours on my washer.
Final Business Response /* (4000, 23, 2016/02/03) */
Ms. [redacted],
Upon further review of the file and the circumstances that occurred, Old Republic Home Protection has waived the $100 Trade Call Fee, and will reimburse Ms. [redacted] the $85 cost to repair her clothes washer. She should receive the check within 20 days.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 25, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you!

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