Franks Television

[redacted] Revdex.com Plan [redacted] Dear [redacted], Regarding the service request for the air conditioner; I have reviewed the file that indicates on August 17, 2016 we were advised by the Service Provider that he installed the new blower motor, and the air conditioner is operating as designed. If...

[redacted] has any further needs for service for the remainder of the Plan term, please advise her to contact us at [redacted] for assistance. Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/10/29) */
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]'...

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 have reviewed the file and my associate, Ms. [redacted], has been assigned to review and resolve the service request. Please advise Mr. [redacted] to contact Ms. [redacted] at XXX-XXX-XXXX Ext.[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

[redacted]
Revdex.com
 
 
Re:      Plan [redacted]
 
 
Dear [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 [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 September 6, 2016, my associate, [redacted], spoke with [redacted], and will follow up to ensure the service request is resolved in a timely manner. If [redacted] has any questions, please advise him to contact [redacted] at [redacted] for assistance. 
 
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 did receive the check today for the cooler repair printed june 7 which was aftee the 14 days I was told on may 23! I have not received the 65.00 trade call fee check that I initially paid for. Thankful to finally have closure a few months later. Thank youI 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 settlement check for the electrical repairs; please extend our apologies to [redacted] that she has not received the check for $130.50. . I have reviewed the file that indicates my associate, [redacted], Call Center Supervisor, has...

processed the check and [redacted] should receive it within 20 days.
 
If [redacted] has any questions, please advise her to contact [redacted] at [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the electrical system; 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 my associate, [redacted], has been assigned to review the file and will assist [redacted] with her service request. If [redacted] has any questions, please advise her to contact [redacted] at [redacted] 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

Initial Business Response /* (1000, 5, 2015/05/29) */
[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.
ORHP, like other home warranty companies, uses Independent Network Service Providers (INSP) 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 Provider and individuals involved, ensuring they understand the result of their actions and comments.
In addition, please advise Mr. [redacted] the non-covered costs to replace the air handler would still have been necessary had the first INSP, Turner Service, diagnosed that the air handler required replacement.
We apologize the terms and conditions of the Plan did not provide coverage for a portion of the air handler replacement. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
ORHP appreciates 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 Consumer Rebuttal /* (3000, 7, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all....its MS. [redacted]. I am not entirely sure who names their son [redacted]. As of the claim, I understand the OOP cost for the Air Handler. However, my family, including my 4 year old son went without AC for nearly 1 and 1/2 months, whichis ENTIRELY unacceptable. Not to mention, the lost wages I had due to your "independent" contractors, that YOU choose by the way, caused me to leave at 1 and did not show up at my door step till 545....that is absolutely unacceptable. I feel I am entitled to the compensation. We had to go get a window unit to put into one room so that me and my family would not have a heat stroke in the 90 plus degree weather. I feel you should compensate me the cost of the unit, due to YOUR lack sending a competent contractor to fix my original problem.
Final Business Response /* (4000, 9, 2015/06/02) */
Dear Ms. [redacted],
Please extend my apology to Ms. [redacted] for using the incorrect prefix to her name. With regard to the diagnosis by the Independent Network Service Provider; as mentioned in our original response, we sincerely apologize for the any delay as the result of the service provided. When we spoke with the technician from Turner Service, the only malfunction he diagnosed was the compressor had failed in the condenser. There is no way he could have detected that the evaporative coil also had a leak until the air conditioner was operational after the new condenser was installed.
After installing the condenser April 13, 2015, the system appeared to be operating as designed and on [redacted] 6, 2015 he returned to repair a refrigerant leak at the condenser. After receiving a call from Ms. [redacted] that the air conditioner was still not cooling properly, it was diagnosed that the evaporative coil had failed, which necessitated replacement of the air handler.
Again, please extend our sincere apology for any inconvenience that occurred.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/30) */
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 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.
Based on the information Mr. [redacted] 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.
Please advise Mr. [redacted] to forward me the invoice for the installation of his drop-in range, and I will expedite reimbursement. If Mr. [redacted] has any questions, he can contact me at XXX-XXX-XXXX ext. 1224.
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

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, my associate, Ms. [redacted], was assigned to review the service request and provide assistance to Ms. [redacted]. The file indicates that Ms. [redacted] has left a message for Ms. [redacted] to return her call to discuss the service request for the air conditioner. Please advise Ms. [redacted] to contact Ms. [redacted] at [redacted] at her earliest convenience. 
 
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, 2015/11/09) */
Ms.[redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner, and Ms. [redacted]'s request to replace her electrical panel; I have reviewed the file that indicates the technician from Elite...

A/C diagnosed that when a lizard came in contact with the connections of the capacitor, it shorted out the capacitor.
Please refer to page 8 of the Plan that states:
"GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
C. Damage caused by people, pests, or pets."
With regard to Ms. [redacted]'s insurance carrier requiring her to replace her electrical panel; the Plan provides coverage if there is a malfunction to a covered system or appliance, in accordance with the terms and conditions of the Plan.
Please refer to page 7 of the Plan that states:
"We will provide service for covered systems or appliances which malfunction, and are
reported, during the term of the Plan that:
C) Have become inoperable due to normal wear and use (including rust, corrosion, and
chemical or sediment build-up), after the effective date of coverage. Pre-existing
conditions are not covered."
If Ms. [redacted] has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't believe that a lizard would short out a capacitor to begin with. But giving the benefit of the doubt, this particular lizard looked like it had been there for months. The a/c only shorted out the day before.
As for the electrical panel, my insurance company is forcing me to change it because they claim these are faulty panels.
Final Business Response /* (4000, 9, 2015/11/16) */
Dear Ms. [redacted],
Regarding Ms. [redacted]'s request to replace her electrical panels; I'm not sure what Ms. [redacted] means by her statement that the electrical panels are "faulty". As referenced previously, if there is a malfunction to a covered system or appliance, in this case, the electrical panel, please advise Ms. [redacted] to place a service request, and Old Republic Home Protection (ORHP) will dispatch an Independent Network Service Provider to diagnose the malfunction and recommend the necessary repair.
If Ms. [redacted]'s insurance carrier is requiring her to upgrade the electrical panel (i.e. replace it because it is old); coverage would not apply.
Please extend our apologies to Ms. [redacted] that the terms and conditions of the Plan would not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Ms. [redacted] wishes to place a service request for her electrical panel, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
By "faulty" I mean that when I bought the house, the existing electrical panel was a Federal Pacific, who apparently manufactured some faulty panels. This is why the insurance company required me to replace it. I had to get it replaced quickly or the insurance company would drop my coverage. I couldn't wait to get a resolution with ORHP.
ORHP hasn't responded to my complaint about being reimbursed for the capacitor in the a/c unit. Their subcontractor's contention that this was caused by a lizard is bogus and unfair

Plan [redacted]
 
Dear Revdex.com,
 
According to the file on September 10, 2017, [redacted] conducted a refrigerant leak search and determined the issue was a refrigerant restriction in the metering device. They advised us that they replaced the metering device, recharged the system, and it was cooling as designed. If [redacted] has any questions, please advise him to contact [redacted] at [redacted] Ext. [redacted] or his Supervisor [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager

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 request from [redacted] to cancel her Plan; please extend our sincere apologies to [redacted] if there was any misunderstanding with regard to the terms of cancellation.
 
According to the file, Old Republic Home...

Protection received her request to cancel the Plan on August 15, 2017, and the Plan was cancelled effective August 15, 2017 in accordance with the terms of cancellation outlined on page 9 of the Plan 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 Provider. If 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 $50 processing
fee. If 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 [redacted] has any questions, please advise her to contact our Accounting Department at ###-###-#### for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because:
The previous tenant has been living on property since 5/1/2015 for 35 months, and sign a written statement when moved out on 3/31/2018 to verify AC was always working till 3/8/2018 malfunction occurred.
This company used to be good, but I am surprised how may negative review piled up now!! I feel they are here not to serve, but take your money and deny first!!please see the attached tenant written statement on AC condition when he moved out on 3/31/2018Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/09/10) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner and payment of the Trade Call Fee; I have reviewed the file that indicates the Independent Network Service Provider...

dispatched by Old Republic Home Protection (ORHP) diagnosed that the air conditioner is a mini-split ductless system. According to the Plan, mini-split ductless systems are excluded from coverage.
Please refer to page 3 under Air Conditioner/Cooler Not Covered that states:
"Not Covered ... mini-split ductless systems ... "
Although the Plan requires payment of the Trade Call Fee whether service is covered or denied, as a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund your Trade Call Fee. A check for $60 will be mailed to you within the next ten business days.
If you have any additional needs for service during your Plan term, please contact us at
XXX-XXX-XXXX for assistance.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Dear Revdex.com,
 
Regarding the denial of coverage for the pool equipment; our decision to deny coverage was based on the diagnosis by Leisure Time Waters. If **. [redacted] has any additional information he believes should be considered, please advise him to mail it to me at the address below.
 
Old Republic Home Protection
[redacted]
San Ramon, CA 94583
Attn: [redacted]
 
Sincerely,
 
[redacted]
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2015/06/19) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Mr. [redacted],
Regarding the service request for the cloths washer; 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 Provider and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file that indicates my associate, Ms. [redacted], spoke with Mrs. [redacted] on June 17th, and will follow up to ensure the service request is resolved in a timely manner. If Mr. or Mrs. [redacted] have any questions, please advise them to contact Ms. [redacted] at XXX-XXX-XXXX ext. 1743 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 Consumer Rebuttal /* (2000, 7, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

RE:      Plan # [redacted] Dear Revdex.com, Regarding the service request for the pool equipment; 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 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, Ms. [redacted], spoke with Mr. [redacted] on August 13, 2017, and as a result of the circumstances that occurred, and strictly as a matter of goodwill, she agreed to refund the Trade Call Fee. Mr. [redacted] should receive the check within 14 days.  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 ManagerOld Republic Home Protection

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
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 [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, my associate, [redacted], has been assigned to review the file and follow up to ensure the service request is resolved in a timely manner. If [redacted] has any questions, please advise her to contact [redacted] at [redacted] for assistance. 
 
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

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. However, I'd also like to point out for the record that my case was only re-reviewed after I put in the complaint with the Revdex.com.Sincerely, [redacted]