Franks Television

Initial Business Response /* (1000, 5, 2015/09/16) */
Ms. [redacted]
Revdex.com
Plan XXXXXXXX
Dear Ms. [redacted],
Please advise Mr. [redacted] that per his request, the Plan has been cancelled, and a Plan Fee refund of $236.13 will be mailed to him within the next ten business days.
If Mr....

[redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/12) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the range; 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 that indicates that Ms. [redacted] was advised on January 11, 2016 that we have dispatched Budget Appliance to confirm the malfunction of the range, and we have instructed them to contact ORHP with their diagnosis.
Once ORHP has their diagnosis, we will expedite the resolution of Ms. [redacted]'s service request.
According to the file, my associate, Mr. [redacted] is following up to ensure the service request is resolved in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The time it has taken for all of these issues and the subsequent inconvinence have not been addressed. Budget Appliance was at our house yesterday late afternoon and I just learned that they have still not filed a report with Old Republic and it is the end if the day. I would expect Old Republic to be adamant that they get that as quickly as possible and it doesn't seem like that has been the case.
Final Business Response /* (4000, 9, 2016/01/18) */
Dear Ms. [redacted],
According to the file, the technician from Budget Appliance submitted his diagnosis to ORHP on January 16, 2016, and we spoke with Mr. [redacted] the same day to discuss his options. My associate, Ms. [redacted] has been assigned to follow up to resolve the service request, and if Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 12, 2016/01/19) */
I just indicated on the website that the issue has not been resolved. Am I also supposed to include the middle ground offer on the website? I fear I messed up on that part because I didn't include it.
[redacted]

Plan [redacted] and [redacted]
 
 
 
 
Dear Revdex.com,
 
Regarding the air conditioner service requests placed for each of the Plans referenced above, and the denial of coverage.  I have reviewed the file and the following is a brief summary.
 
Plan [redacted]
Work...

order [redacted]
 
09/14/15          Plan effective
 
08/01/16          Service request: air conditioner is leaking water
                        Dispatched: Absolute Air
 
08/05/16          Status: the technician diagnosed that someone capped off the secondary drain line which prevented the water from flowing from the primary pan to the secondary drain pan. This resulted in the water overflowing from the primary drain pan. 
 
Please refer to page 8 of the Plan that states:
 
“1. GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
 
E. Improper repair/installation/modification of the covered item.”
 
 
Plan [redacted]
Work order [redacted]
 
11/13/15          Plan effective
 
07/20/16          Service request: air conditioner is leaking water
                        Dispatched: Mechanical Climate Control
 
07/28/16          Status: the technician diagnosed that the evaporative coil appears to be new, and when it was installed, it was done so without a drain pan float switch or drain line to the secondary drain pan. In addition, the ducts were not properly attached to the new evaporative coil. The technician also mentioned that the evaporative coil is still under the manufacturer warranty.
 
Please refer to page 8 of the Plan that states:
 
“1. GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
 
E. Improper repair/installation/modification of the covered item.*
F. Systems, appliances or components covered by an existing manufacturer/
     distributor/ or other warranty.” 
 
We apologize that the terms and conditions of the Plan did not provide coverage for these two service requests. 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 Mr. [redacted] has any additional information he believes should be considered, please advise him to provide it to me for review at the address below. 
 
Old Republic Home Protection
[redacted]
San Ramon, CA 94583
Attn: [redacted]
 
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 Ms. [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 August 14, 2017, my associate, Ms. [redacted], Customer Service Manager, spoke with Ms. [redacted] and is assisting her to resolve the service request. If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at [redacted] Ext. [redacted] for assistance.  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 ManagerOld Republic Home Protection

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the pressure regulator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [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 [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.
 
According to the file, ORHP transferred the service request to a different network Service Provider, [redacted], and they will contact [redacted] to schedule a convenient appointment. If [redacted] has any questions regarding the appointment, please advise him to contact [redacted] at [redacted]
 
ORHP appreciates [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]

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 sincere apologies for the circu**tances outlined in **. McMahon’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.
 
I reviewed the file that indicates on August 29, 2017 she advised us that she had [redacted] diagnose her refrigerator and we advised her to submit their diagnosis to ORHP for review so we could determine coverage. Please advise **. [redacted] to either email me the information at [redacted] or mail it to the address below.
 
Old Republic Home Protection
[redacted]
San Ramon, CA 94583
 
ORHP values **. [redacted] as our customer and we appreciate her taking the time to provide her opinion and perspective of your 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

Complaint: [redacted]
I am rejecting this response for the same reasons stated in the previous reply. Additionally I do not understand why a service fee is being deducted from the refund.
Again I feel a fair resolution would be a prorated refund excluding any service fees and/or cancellation fees and a refund of the $75 I paid the service contractor. 
Sincerely,[redacted]

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 Mr. [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.
I reviewed the file that indicates the repair of the air conditioner was completed on
July 14, 2015, and is operating as designed.
If Mr. [redacted] has any further needs for service, please advise him to contact us at XXX-XXX-XXXX 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]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/15) */
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]' letter.
ORHP, 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 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 July 12, 2015, my associate, Mr. [redacted] spoke with Ms. [redacted] and confirmed the repair was completed and the air conditioner was operating as designed.
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, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The air conditioner was fixed on July 10th, but ONLY after I provided my Revdex.com complaint and told Old Republic that I had filed a complaint. On July 9th, after filing the complaint, I was told by Old Republic that they had not ordered the part. They authorized the local dealer to pick up the part, which he had asked to do over a week earlier, and Old Republic told him that it would be ordered. We called daily, and each representative told us the part was ordered, but no one would give us a tracking number. Only after they were told I had filed a complaint, a supervisor finally started working on the problem. Even on the day of the 9th, it took eight hours and two calls from me for Old Republic to call me back with a solution (even though this same supervisor said he would call within the hour). I am sure that if I had not involved the Revdex.com that Old Republic would have continued to stall and not have fixed the air conditioner. We do not appreciate the deceptive nature of customer service agents telling us day after day a part had been ordered, when indeed, it never had been. Putting a part into "order query" and actually ordering/shipping are different things. Our home sat at almost 90 degrees for 12 days because Old Republic refused to allow the tech to purchase the part and do his job. In the end, the Revdex.com complaint forced Old Republic to get the job done.

Complaint: [redacted]I am rejecting this response because:
Your apology isn't going to resolve this issue. Paying us for our burden and your companies failures is the only thing that will resolve this issue. 
Sincerely,[redacted]

Plan [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the pipe leak, and [redacted] request for an additional reimbursement of $560; I have reviewed the file and based on the circumstances that occurred, Old Republic Home Protection has agreed to reimburse [redacted] an...

additional $560. I have processed the check and he should receive it within the next 20 days.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because:
I will close this complaint once I receive reimbursement checks agreed upon by both parties.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/08) */
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]' letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers and equipment suppliers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers, and to utilize equipment 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, the equipment and been picked up by Mechanical Express, and Ms. [redacted] has been advised that it will be installed on July 9, 2015.
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

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the package HVAC equipment; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [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 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 December 28, 2016, my associate, [redacted], spoke with [redacted] regarding the replacement of the package HVAC equipment, and will follow up to ensure it is installed in a timely manner.
 
If [redacted] has any questions, please advise him to contact [redacted] at ###-###-#### Ext. [redacted], or his Supervisor, [redacted], for assistance.
 
In addition, as a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund the Trade Call Fee, and [redacted] should receive the check within 20 days.
 
ORHP appreciates [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

Dear Revdex.com,
 
Regarding the service request for the package heat pump, and [redacted] belief that Old Republic Home Protection (ORHP) is a general contractor, and his request to cancel his Plan; I have reviewed the file that indicates that a new Lennox package heat pump unit was installed on March 10, 2017 (both parts and labor provided by the manufacturer), and on March 16, 2017, the city inspector confirmed the installation was completed in accordance with local and state code, and the equipment is operating as designed. 
 
As for [redacted] belief that ORHP is a general contractor and therefore is required to be licensed as such; ORHP is a home warranty company, regulated by the Nevada Division of Insurance, with no requirement to hold a contractor’s license.
 
In addition, and after further investigation, we are not aware of a specific one year labor warranty in Nevada. 
 
With regard to [redacted] request to cancel his Plan; please advise [redacted] if he still wishes to cancel his Plan, to either send me a written request at the address below, fax the request to [redacted], or email the request to [redacted], and the Plan will be cancelled effective March 22, 2017, and in accordance with the terms of cancellation outlined on page 9 of the Plan.
 
Old Republic Home Protection
[redacted]
San Ramon, CA 94583
Attn: Cancellation Department
 
If [redacted] has any questions, please advise him to contact me at his convenience. 
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: Once again Old Republic Home Protection company is wasting my time. It is their  responsibility, according to their  contract to send a qualified repairman to repair my appliance. This is their business, if they cannot find a qualified repairman, what makes them think I can.   I advise the Old Republic Home Protection company to read their own policy. This is my last response on this matter. If the Old Republic Home Protection company wants to waste more time I will see them in court.  Sincerely,[redacted]

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 Ms. [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 on August 17, 2017, my associate Ms. [redacted] spoke with Ms. [redacted] and has dispatched a different network Service Provider to diagnose the air conditioner. If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at [redacted] for assistance.
 
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 Business Response /* (1000, 5, 2015/06/25) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; after further review of the file, Old Republic Home Protection has re-dispatched Superior Plumbing, Heating and A/C and...

advised them to complete the covered repair of the air conditioner. They will contact the Plan Holder to schedule an appointment. If the Plan Holder does not hear from them in a timely manner, please advise them to contact our Customer Service Department at XXX-XXXXXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I wish it didn't have take this long or for me to contact the Revdex.com to ensure the company upholds there policy agreement. I accepted the offer.

Complaint: [redacted] I am rejecting this response because: It is my opinion that Mr. [redacted] response is a "canned" response from Old Republic to any of its "Plan Holders" having the same experience I had with OR: they did not have an approved service provider for my reported problem because they were probably unable to find one that would do their service work for the apparent cheap price they were wiiling to pay! Absent same, they seem to choose to shift this responsibility to the Plan Holder, and then place such restrictions on the Plan Holder regarding what OR is wiiling to do and pay that the Plan Holder meets with the same failure as did OR! Accordingly, I requested their "warranty" cancellation because the return of the premium paid for same had more value and definitive quality to me than does any "warranty" I thought we would be getting from OR. Sincerely,[redacted]